If you are recovering from only a lost / replaced phone see How do I access my Bitkey wallet using my new phone? If you are recovering only from losing / replacing your Bitkey hardware device, see How do I recover from losing / replacing my Bitkey hardware device once I have my new one?
Alert: If you haven’t enrolled a Trusted Contact prior to losing both the Bitkey app and hardware together, the only way to restore your wallet is to find one of those lost devices first, and use it to recover the other. Without either a Trusted Contact and access to your cloud account, the Bitkey app, OR the Btkey hardware device associated with your account, there is no way to recover lost access.
You can begin recovery once you have your new / replacement phone in your possession. You will need your new / replacement Bitkey hardware device in order to fully complete recovery. Once you have your new / replacement phone, follow the steps below:
Restoring your lost Mobile Key using Trusted Contacts:
- If you haven’t already, install the Bitkey team app on your new mobile phone.
- Open the Bitkey app, and select More Options
- Select
Restore your wallet
- The Bitkey app will check for a cloud backup. It’s important that you connect to the same cloud account you most recently used with Bitkey.
NOTE: For Android users, if you are not signed in to a cloud account, you will be prompted to do so.
- If Bitkey was able to find your cloud backup AND if you had previously set up at least one Trusted Contact, you will see I lost my Bitkey device in the upper right corner of your screen. Select I lost my Bitkey device to start recovering your Mobile Key to your new phone from your cloud backup with the assistance of your Trusted Contact.
- Select Continue to see your list of Trusted Contacts.
- Under Your Trusted Contacts, choose Select next to the name of the Trusted Contact you would like to help you with recovery. You will see a Recovery Code on the screen.
Tip: We strongly suggest that you make live contact (phone call, video call) with your Trusted Contact and explain to them that you need their help to restore access to your Bitkey.
- Guide your Trusted Contact through the steps below. See How do I help with recovery if I’m a Trusted Contact? for additional information. Then select Done.
Open the Bitkey app > go toSettings >
Trusted Contacts > The name of the person they are protecting > Help with Recovery
- Once your Trusted Contact has made it to Help with Recovery, give them the Recovery Code from your screen. When your Trusted Contact has successfully entered the recovery code, you will receive a notification and your screen will refresh. Next to the name of the Trusted Contact, you will now see Verified. Select Continue to proceed.
- If you have your new Bitkey hardware device, select Yes and follow the steps below to replace your Lost Bitkey hardware using Delay + Notify.
- If you don’t have a new Bitkey hardware device yet, select No. You will be redirected to the Home Screen to see your current balance. When you have your replacement device, see How do I recover from losing / replacing my Bitkey hardware device once I have my new one? for further instructions.
Replacing your lost Bitkey hardware using Delay + Notify:
If you’ve restored your lost Mobile Key using a Trusted Contact and selected Yes that you have your new Bitkey, see How do I recover from losing / replacing my Bitkey hardware device once I have my new one? for further instructions.
Note: If you were able to find your original Bitkey, click on Replace your Bitkey device on the Home Screen and then select I’ve found my old Bitkey device.