Your complete seed or recovery phrase
A full phrase is the wallet. No assessment, verification or troubleshooting step legitimately requires it through a website, email or chat.
Security and Safe Handling
Recovery is one of the few situations where a genuine service and a theft attempt can look identical at first glance. These are the rules that separate them — apply them to us as strictly as to anyone else.
What is never requested
If any of the following is ever asked for — by us, by 'support', or by anyone else — treat it as an attack and stop the conversation.
Private keys or keystore contents
A private key or an unlocked keystore grants immediate, irreversible spending power. There is no reason to transmit one for an assessment.
Wallet passwords
Describing a password's structure is useful. Sending the password itself is not, and is never required.
Remote access to your machine
Unsolicited requests to install remote-desktop software are a standard theft pattern in this field.
Upfront transfers to 'unlock' funds
Requests to send crypto to prove ownership, cover a gas fee or release a balance are always fraudulent.
Seed words 'to verify you are the owner'
Ownership is verified through possession, history and documentation — never by disclosing the secret itself.
How to protect the case before you contact anyone
- Copy relevant wallet files to at least two separate offline storage devices before experimenting.
- Do not reinstall wallet software, reset a browser profile or run cleanup utilities on the affected machine.
- Do not run disk repair tools on a drive that may hold the only copy of a wallet file.
- Keep any partial seed phrase offline, on paper, and never photograph it into a cloud-synced gallery.
- Do not post wallet files, vault data or partial phrases on forums, Reddit, Discord or Telegram.
- Be aware that anyone who contacts you first after you post publicly about lost access is almost certainly a scammer.
Ownership verification
Recovery work only begins once ownership is credible. Depending on the case that may mean physical possession of the device or the original media, the ability to describe the wallet's transaction history in detail, original purchase or setup documentation, or — for inherited wallets — appropriate legal evidence of entitlement.
Verification protects both sides. It also means some requests will be declined: we do not work on wallets belonging to third parties, and we do not assist with access to accounts obtained without the owner's consent.
Confidentiality and communication
Case details are treated as confidential and shared only with the people working on that case. Information is requested on a need-to-know basis: the assessment stage needs a description of the situation, not the secrets themselves.
If a case proceeds to technical work, any handling of sensitive material is arranged through controlled channels agreed in advance — never through a public website form, and never through unsolicited messaging.
After access is restored
Once you regain access, treat the old credential as compromised in principle and move the funds to a wallet whose seed has been generated freshly and offline, ideally on a hardware device. Record the new recovery phrase on paper or metal, store it separately from the device, and test the backup with a small transaction before relying on it.
Related pages
Not sure whether your case is recoverable?
Describe the wallet, what happened and what information you still have. You will get an honest assessment of whether recovery is technically feasible — without sending any secret credentials.
Describe My Wallet Problem