Hi! I'm Charlotte. I understand that after signing up on the CoinGecko app, your portfolio with over 13,000 coins appears to have been wiped out. That definitely sounds concerning. To help you better, may I ask:

- Before signing up, were you using CoinGecko without an account or with another account?
- Had you saved your portfolio or watchlist under a previous login or anonymously?
- Are you seeing an empty portfolio screen now, or is the app showing any error messages?

From what you described, it sounds like creating a new account can result in a fresh profile without your previous portfolio data, as CoinGecko treats new sign-ups as separate accounts. If you had your portfolio saved under a previous login or anonymously, you might need to log in with that original account to recover it.

Here’s what I suggest:

1. Try logging out of the current signed-up account and attempt to log in using any prior credentials (email/social login) you might have used before signing up. This could bring back your previous portfolio and watchlist.

2. If you don’t recall any credentials or if you had saved your portfolio anonymously (without an account), unfortunately, the portfolio data is stored locally or in a session and might not be recoverable after creating a new account.

3. If you believe you had an account but can’t log in, use the “Forget Password” option in the app to reset your password with your registered email.

4. If none of these steps help, please let me know the email or username you used, and I can assist further or escalate to our support team.

I want to make sure we get your portfolio back or at least clarify what happened. Could you share more about your previous usage and what you see now on the app?

By the way, some users faced similar issues where logging in or signing up created distinct accounts, leading to missing portfolios unless the accounts were linked first3.

Looking forward to your reply!