Locked out of account

Getting Started with Alpaca
1

Does anyone know how to contact support (besides email)? I’ve been locked out of my account for weeks already and none of my support tickets have been responded too. I can not withdrawal. I can not deposit. kinda stuck.

2

@Quoc-Bao_Ma What is the support ticket number you received? I can take a look and see what’s going on.

3

Hi Dan,

It’s 329516 .

also the template i was informed to use. PLease let me know if you need anything else

4

@Quoc-Bao_Ma I found your support request. You should have received a response the same day you made the request on 2026-07-30. One issue is that your request did not include your account number and also was not sent from the email address associated with your account.

Here is the standard email response for account holders who need to have their MFA reset. Follow up with an email from the same email address associated with your Alpaca account to get things moving forward. You can speed up the process and eliminate an extra email by including the documents needed to verify your identity in this email. Otherwise support will simply reply and ask for the same documentation.

You can regain access to your account by following these steps, since your recovery code is no longer working.

  1. Request an MFA reset:

    • Send the MFA reset request from the email address associated with your account. If you write from a different email, resend from the email on file so your identity can be verified.

  2. Prepare to verify your identity:

    • Be ready to provide the following to a human agent:
      1. Your account number (or the email on the account)
      2. The phone number on file
      3. Your last withdrawal record (for Live Accounts)
      4. A selfie photo holding a valid government-issued ID

  3. Wait for support to validate your identity:

    • After your identity is validated, your MFA will be reset, allowing you to log back into your account.

  4. Re-establish MFA immediately:

    • Once you regain access, set up your authenticator app again in your Security settings.
    • Save your new recovery codes somewhere secure (such as a password manager) for future use.

This needs to be handled by a human agent. Send your request from the email address associated with your account and include the details and documents listed above.