Why does the app say “It seems we’ve met before”? (Duplicate accounts)

For compliance and security reasons, each person can have only one Ramp Network account. If you create a new account and we recognize that it matches an account you already have, the new account is treated as a duplicate.

When this happens, Ramp Network’s regulated services (such as buying and selling crypto) are disabled on the duplicate account. Your most recently used active account stays fully functional, so you can log in there and carry on as usual.

Your crypto is safe. On the duplicate account you can still send and receive crypto, and your connected wallet is not affected.
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If you want to create a support ticket, please click the button below:

Right after the duplicate is recognized, you’ll see a screen titled “It seems we’ve met before”. It tells you that your details match an account that’s already set up with us and shows a partly hidden email address for that account, for example a***d@gmail.com.

From this screen you can:

The details you provided match an account that is already registered with Ramp Network. To keep your money safe and to meet our regulatory obligations, each person can have only one account. We show you a partly hidden email address of your existing account so you can recognize it and log in there.

As a regulated company, we must know exactly who our customers are and apply limits and security checks per person. Having one account per person protects you from fraud and keeps your transaction history, limits and verification in one place.

The new account is locked for buying, selling and other regulated services. You can still:

No funds are lost. To use all of our services, log in to your original account.

We show the account you used most recently that is still active. To protect your personal data, only the first character, the last character(s) and the domain of its email address are shown (for example a***d@gmail.com).

Tap Log in to original account, enter the email address shown on the screen and use the password reset option. If you no longer have access to that email inbox, please contact our support team.

Please contact our support team using the Contact support button. Our system may have linked your account to someone else’s by mistake, for example when two people share a bank account or a payment card. Our team will review your case and, if it was a mistake, unlock your new account.

Yes. Contact our support team and tell us which account you’d like to keep active. Once we’ve confirmed that both accounts belong to you, we’ll activate the account you choose and lock the other one. You can have only one active account at a time.

No. Your wallet, funds and transaction history remain accessible in your wallet. The lock only stops regulated services (such as buying and selling) on the duplicate account.

To learn more about accessing your wallet while an account is locked, see What happens to funds in my Ramp Wallet if my account is locked?

Use the Contact support button on the “It seems we’ve met before” screen, or start a chat using the chat icon in our Help Center.