Losing access to a crypto wallet can be stressful, but the first priority is to avoid turning one problem into two. Recovery steps differ sharply between a self-custody wallet and an account held with an exchange or other provider.
First identify the type of access you lost
A self-custody wallet generally depends on private keys or a recovery phrase. A hosted exchange account normally depends on the provider’s account-recovery process. A device PIN, an app password, a seed phrase and an exchange login are not interchangeable credentials.
Self-custody wallet
Recovery may depend on the verified official wallet app and a correctly recorded recovery phrase or backup.
Hosted account
Use the provider’s official password-reset and support process, beginning from a verified site.
Hardware wallet
A device PIN problem and a recovery-phrase problem are different. Follow the manufacturer’s official documentation only.
Safe steps before attempting recovery
Pause and identify the wallet or provider correctly. Search your own offline records for a legitimate backup. Use the verified official website or app from a known bookmark. Do not install unfamiliar “recovery software,” share files, or let an unsolicited contact remotely access your device.
- Write down what you know: provider or wallet name, device, last known access and any legitimate backup location.
- Check the official documentation for the exact wallet model or account type.
- Use only the verified official recovery process.
- Keep recovery phrases and private keys off chat, email, web forms and social media.
What not to do
Do not enter a seed phrase into a website that claims to validate or repair it. Do not disclose it to “support” or a recovery service. Do not pay a person who contacts you after seeing a public post about lost crypto. Do not keep guessing a device PIN if the manufacturer warns of lockout or wipe behaviour.
- Never send a seed phrase or private key to anyone.
- Do not accept unsolicited direct messages offering recovery.
- Do not download tools from a search advert, forum reply or unverified link.
- Do not assume a token balance seen in an app proves the app or recovery website is legitimate.
If you suspect theft instead of a forgotten password
If funds moved without your authorisation, preserve the transaction ID and related messages. Secure any connected email and hosted accounts through official channels. If assets remain and you understand the wallet model, consider carefully whether you can move them to a newly secured destination—but do not rush into an unfamiliar process.
Document
Save transaction IDs, addresses, screenshots and dates.
Secure
Use verified official routes to protect email and accounts.
Report
Use relevant platform and local fraud-reporting channels where appropriate.
A practical next step
Read the wallet basics guide and the crypto scam guide to understand the most common risks around lost access.