Wallet recovery phrases are not support credentials

Guidance reviewed on 11 November 2026.

For a cryptocurrency wallet that uses a recovery phrase, the words may allow its keys to be recreated and its assets accessed. This makes the phrase fundamentally different from a username or support ticket number. Someone who obtains it may be able to transfer assets without possessing your device, although the technical details depend on the wallet's design.

Do not enter the phrase into a form reached through an unsolicited message, advertisement or QR code. Reject requests to disclose it for verification, synchronization or a reward. Fraudulent instructions can reproduce company branding and sound technically convincing. Attractive design, your name or even your postal address does not establish authenticity; a physical letter can also direct you to a fake page.

Follow the original provider's instructions for creating a secure backup and protecting it against both loss and unauthorized access. Avoid photographs, chat messages and email copies. Do not test the phrase by submitting it to an unfamiliar website. If genuine recovery is needed, begin with the official application or device and independently verify its recovery procedure.

If exposure is suspected, treat the phrase as compromised and seek guidance through official support about protecting remaining assets, without sharing the words. An exposed phrase cannot be made secret again. Changing an application's password alone may not remove the access of someone who possesses the recovery phrase.