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Scan for outdated or missing drivers - takes under a minuteDriver Scan →Repair Windows errors before they cause bigger problemsFix Now →Start by identifying whether your crypto is held in a custodial exchange account or a self-custody wallet. An exchange may be able to restore account access; a self-custody wallet can generally be restored only with its recovery phrase or private key. Never give either credential to someone offering help.
First, identify what kind of wallet or account you have
The word “wallet” can describe different arrangements. With a custodial exchange account, the company controls the private keys and manages access to the account. With a self-custody wallet, you control the keys and are responsible for keeping the recovery phrase or private key available. Some providers offer both an exchange account and a separate self-custody wallet, so check which product holds the assets you are trying to access. The SEC’s investor guidance on crypto custody and Ethereum.org’s wallet FAQ explain the distinction.
If you still have your recovery phrase or private key
Use the wallet provider’s official recovery instructions and a compatible wallet app. A recovery phrase can restore access when entered into compatible software, but the exact process depends on the wallet. For example, Coinbase says each recovery-phrase wallet has its own independent phrase; a phrase for one wallet should not be assumed to restore another.
Keep the phrase secret throughout recovery. Do not paste it into a website, send it to customer support, or share it with a recovery service. Coinbase’s recovery-phrase instructions put it plainly: “Never share your recovery phrase with anyone.”
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If your phone or hardware wallet is lost or broken
If you have the recovery phrase, follow the wallet provider’s instructions to restore the wallet in a compatible app or device. A replacement hardware wallet is not a substitute for the phrase: the device alone does not recreate missing keys. Confirm that the recovery instructions apply to your specific wallet before proceeding.
If you have lost both the phrase and private key
For a self-custody wallet, losing both credentials can mean permanent loss of access. Ethereum.org states: “Without your seed phrase or private keys, your funds cannot be recovered.” Check for backups or a wallet-specific recovery arrangement that you set up previously, but do not trust a stranger who says they can simply reset the wallet. No general recovery service can bypass the missing keys.
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If you cannot get into an exchange account
Contact the exchange using its official support channel and follow its identity-verification and account-recovery process. An exchange may be able to help with a password reset or account recovery because it controls the platform account. Navigate to the company’s site or app yourself; do not rely on links in unsolicited messages. The CFTC’s warning about imposters describes the risks of people pretending to represent government agencies or companies.
If you think your recovery phrase has been exposed
Do not enter the phrase into more sites or disclose it to anyone. Secure associated email and exchange accounts, then follow the wallet provider’s official security instructions. The right response can depend on the wallet and network, so avoid generic transfer directions presented as if they apply to every situation.
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If crypto was stolen or sent to a scammer
Act promptly: contact the exchange or ATM operator involved, report the fraudulent transaction, and ask whether reversal is possible. Do not assume a crypto payment can be reversed; the FTC says recovery may be difficult. In the United States, report the incident through the FTC’s official guidance for people who were scammed. Reporting routes and legal remedies differ by jurisdiction.
How to recognize a recovery scam
Be wary of unsolicited offers to recover crypto, especially if the person asks for an upfront fee, tax, private key, recovery phrase, or other sensitive account information. Scammers may impersonate government agencies or companies. The FTC warns consumers not to pay people who claim they can recover money lost to crypto schemes. The CFTC says it will not offer to recover money lost to investment scams, demand an upfront fee or tax, or ask for wallet private keys or seed phrases. It advises: “You should never pay an upfront fee for fraud recovery services.”
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- Go to an exchange, wallet provider, or government agency’s official site independently rather than using a link from an unsolicited message.
- Do not disclose your recovery phrase or private key, even to someone claiming to be support.
- Report suspected fraud through the relevant agency’s official channels.
See the FTC’s recovery-scam warning and the CFTC’s imposter warning for details.
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For self-custody, keep a secure backup of the recovery phrase and follow the wallet provider’s instructions for protecting it. Coinbase recommends a secure written backup and warns against sharing or pasting the phrase online. A device security tool may help address a compromised phone or computer, but it cannot recreate missing cryptographic keys or reverse a blockchain transfer.
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When choosing how to hold crypto in the future, consider who controls the keys, what recovery method exists, and what you must do to protect backups. The SEC describes hot wallets as internet-connected and convenient but exposed to cyberthreats; cold wallets are typically physical devices and generally less exposed to those threats, though they can still be lost, damaged, or stolen. Self-custody means you control the keys and carry the backup responsibility. A third-party custodian controls the private keys and may face risks such as hacking, shutdown, or bankruptcy.
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