Losing access to your registered email address is a serious security situation. Your email is the primary anchor of your identity on Kosh — it is directly tied to your compliance records, KYC/KYB verification, and account security. Account recovery is not a standard automated process. This article explains what you can do if you have permanently lost access to your email and need to recover your account.
Try these steps first
Account recovery through Kosh is a last resort. Before contacting us, please attempt the following:
Recover your email with your email provider — Gmail, Outlook, Yahoo, and most other providers have account recovery flows using a backup email, phone number, or identity verification. This is almost always faster than raising a claim with us
Use your 2FA backup codes — when you first set up two-factor authentication, you were given a set of one-time backup codes; if you saved them, use one to log in
Check if you are logged in on another device — if any phone, tablet, or browser still has an active Kosh session, log in there and update your credentials immediately
How to raise a recovery claim
If all of the above have failed and you are certain you cannot recover access through your email provider, you may raise a formal recovery claim with our compliance team.
Email us at [email protected] from your original registered email address — if you cannot access that email, this process cannot begin; there are no exceptions to this requirement
Include the following in your email — your full name as registered on Kosh, the email address associated with your account, a brief explanation of how you lost access, and any relevant context such as a stolen phone or suspended email account
Complete a live video verification — if your claim is reviewed and deemed eligible, you will be required to complete a live video verification with a Kosh compliance agent; this step is mandatory and cannot be skipped or substituted with documents alone
Important
Account recovery in these circumstances is highly discretionary — not all claims will be approved
Raising a claim does not guarantee account restoration
The review process may take several business days
If your claim cannot be verified, Kosh reserves the right to deny the recovery request in the interest of protecting the legitimate account holder
Why is this process so strict?
Account security is not just a feature — it is a compliance requirement. If bad actors could easily recover accounts by simply claiming ownership, it would expose all users to significant security and fraud risk. Our strict approach protects you, even when it may feel inconvenient.
If you need to raise a claim, contact us at [email protected] and our team will acknowledge your request and guide you on next steps.