Support FAQ
Last updated
Last updated
If you have questions, feedback, or are experiencing issues please contact us at support@glassnode.com. Our team is happy to help!
Please contact support@glassnode.com to change the email address associated with your account. Because this is an account security issue, it is best to do so from the email address that is currently associated with your account.
Note: If you use Google Single Sign On to login, you cannot your password with us. A reset password email will not be sent to you.
If you forgot or need your password to be reset, then go to studio.glassnode.com and click on Log In.
That will take you to the login, click on the "Forgot Password?" link
That will take you to a screen where you will need to enter the email address the account is under.
An email will be sent to the email address on file.
There are two things that could be happening here.
The email address you entered is not the email address that is on the account. This is not unusual.
You have used Google Single Sign In to sign in to Glassnode. In this case, you do not have a password in Glassnode because you sign in with your Google account. There is no way to reset your password through Glassnode. You can change your Google Account password at any time through Google.
To break the Google Single Sign On login process associated with your account, you need to take two steps.
Create a new account (our backend will match the accounts when the same email address is used!) by logging out, refreshing and hitting "Sign Up" on studio.glassnode.com. Please use the exact same email address your current account is associated with & provide a password.
Check your email inbox for the email address verification email, confirm the email and you can then log in with your email & password!
If you would like to cancel your subscription, please click on the Account button displayed at the upper right hand side of your window and click on Account.
Next scroll down to the section called Danger Zone, and click the arrow to open up the box. Once it is open, click the Cancel Subscription button and your subscription will not renew.
You will still have access to your subscription until the expiration date. After the expiration date, your account will revert back to the Standard (Free) plan.
To request a refund, please contact us at support@glassnode.com. You are entitled to a refund within 14 days of purchasing our plan, as well as in other specific cases outlined in our Terms and Conditions. Please refer to our Terms for further details on eligibility and procedures.
When you are checking out, there is a place to âAdd Discountâ as shown here:
Simply enter the coupon code and the discount will apply.
Select your country from the Drop Down. If your country is VAT eligible, then you will see VAT on the left hand side in the line items of the order.
Press continue. Only on the next screen can you enter your VAT details and authenticate your VAT numbers.
Once done, your VAT will be calculated and charged properly.
If for some reason you do not enter your VAT information at check out, you can also do so from the receipt that is sent.
Please send your request, ideally along with your sales receipt, to assist@paddle.com to request a VAT refund. We also recommend that you include a copy of your tax exemption certificate to streamline the process.
The receipt was sent to the email address associated with your account. Please look for emails from "Paddle", our payment provider. Likewise, you can also log in to your account's "Billing" section.
If this needs to be turned into an Invoice for Business purposes, please find the receipt from Paddle, click on the link "Add address" and enter the information required.
To see your payment history, you can simply go to the Billing page here
You may only pay with crypto if you are subscribing to the Professional plan. Please reach out to our sales team at sales@glassnode.com.
Unfortunately, an E403 error means that either your bank is in a sanctioned country or you are trying to make a purchase from a sanctioned country. As long as either of these scenarios are true, you will not be able to complete a purchase.
Glassnode offers over 800 different metrics on a variety of blockchains and over 500 ERC-20 assets. They are divided into three tiers Basic (T1), Essential (T2), and Premium (T3) levels. A Standard (Free) account will have access to all Basic metrics at a 24 hour resolution. The Advanced subscription will have access to all Basic and Essential metrics at up to a 1 hour resolution (as it is available). A Professional subscription has access to all three tiers of metrics and up to a 10-minute resolution (as it is available).
To see a complete list of our metrics, our Metrics Catalog summarizes all metrics separated by tier and what those metrics assets and resolutions those metrics support. To see more information about any metric, you may click on the Docs link.
API access is only available as an Add-on to the Professional plan. If you are interested in the Professional plan, please fill out our contact form here.
