If you receive a recovery notification and didn’t initiate it, someone may have access to your Bitkey app or your Bitkey hardware device.
You can cancel the recovery and protect your wallet by following the steps below based on the message you received.
If you see: “Your new Bitkey hardware device will be ready to use in [X] day(s)”
This means someone may be trying to replace your Bitkey hardware device.
- Disable your old phone from being used (this may vary by device and operating system).
- Download the Bitkey app on a new phone.
- In the app, tap More options > Recover existing wallet.
- Use your Bitkey hardware device and follow:
👉 I lost my phone. What should I do? - If your cloud backup can’t be restored, you’ll see a prompt saying: “We've detected an attempt to replace your Bitkey hardware device using the mobile phone currently active with your wallet.”
- Tap Cancel conflicting recovery.
- Once canceled, the other party won't be able to continue unless they can also verify control of one of your communication channels (email or SMS).
If you see: “Your Bitkey wallet will be ready on your new phone in [X] day(s)”
This means someone may be trying to move your wallet to a new phone.
- Open the Bitkey app on your current phone.
- Tap Cancel conflicting recovery.
- You’ll receive confirmation by email or SMS that the recovery was canceled.
- If your Bitkey hardware device is missing, see:
👉 I lost my Bitkey hardware device. What should I do? - We recommend ordering a replacement hardware device and continuing to monitor for any unexpected recovery notifications. Once your new hardware device arrives, follow:
👉 How do I recover from losing / replacing my Bitkey hardware device once I have my new one?