Losing access to your wallet can be stressful, but don’t panic. In many cases, you may still be able to regain access. Please read through the steps below carefully.
Common Causes
Forgotten password (but still have the seed phrase).
Lost or misplaced seed phrase / recovery phrase.
Damaged, lost, or reset device with no backup.
Wallet app removed or corrupted without backing up recovery phrase.
Phishing attack or hack where the attacker gained access.
Hardware wallet lost/damaged without the recovery phrase.
First, Double Checking
Before assuming your wallet is gone:
Make sure you haven’t simply forgotten your password for the wallet app.
Check if you still have your seed phrase / recovery phrase written down or stored safely. If you do, you can restore your wallet.
Try logging in on another device or updating your wallet app, sometimes it’s just a local issue.
If you have your seed phrase or private key, you can always restore the wallet in another app (e.g. MetaMask, Rabby, Coinbase Wallet). Look for the option 'Import Wallet' and enter your recovery phrase.
Steps to Check
Forgot password, still have seed phrase
Restore your wallet in another app with your recovery phrase.
Lost device, still have seed phrase
Install a new wallet app or hardware device and import your wallet.
Lost hardware wallet, still have recovery phrase
Set up a new device with your recovery phrase.
Lost recovery phrase/private key
Unfortunately, there is no way to regain access. For security reasons, nobody (including Synthetix) can recover your wallet or transfer your tokens.
Still Not Working
Unfortunately Synthetix cannot reset, recover, or restore your wallet. Wallets are fully controlled by you on-chain, and only your recovery phrase or private key can unlock them.
We cannot issue refunds, transfer tokens, or bypass wallet security.
We can guide you to trusted resources and explain best practices to avoid future loss.
Preventing Future Loss
Always store your seed phrase offline in a secure location.
Consider using a hardware wallet for better security.
Never share your recovery phrase with anyone.
👉 Still lost? Click the chat icon in the bottom-right corner to get in touch with a support agent.