What happens if I lose my device or access? (DeFi wallet recovery)

Because your assets are held in your own wallet in DeFi products, your assets are not lost if you lose your device or your passkey access. You start a recovery process by verifying your identity on your new device. For security reasons the process takes 48 hours, and at the end of this period you regain access to your wallet.

When is recovery needed?

The recovery process comes into play when you cannot access your wallet with your passkey:

• When you move to a new device and your passkey is not on that device
• When passkey verification fails repeatedly on your current device

When passkey verification fails, the Did you lose your wallet access? screen appears. When you sign in from a new device, you can use the Start recovery option on the New device login detected screen.

How does recovery work?

The recovery process consists of four verification steps followed by a 48-hour waiting period. After completing the steps you can close the screen; the period runs in the background.

1. On the Cannot access your wallet? screen, tap the Start recovery button
2. On the Verify your phone number screen, enter the code sent to the phone number registered on your Paribu account and tap Verify
3. On the Verify your email screen, enter the code sent to your registered email address and tap Verify
4. On the Create a new passkey screen, tap Create passkey and confirm your identity on your device's verification screen
5. When the counter on the Security period has started screen runs out, you access your wallet with your new passkey

Note: You can follow the remaining time from the hours, minutes, and seconds counter on the Security period has started screen. When the period is complete, the message Your wallet has been recovered appears

Your new passkey is linked to your existing wallet; no new wallet is created and the address of your assets does not change.

What should I pay attention to during recovery?

• After recovery starts, you cannot make DeFi transactions for 48 hours. For this reason, start recovery only if it is genuinely needed
• During this period you can see your assets, but actions such as buying and selling are closed
• At the end of the 48 hours your access opens without any additional action from you
• If you exit in the middle of the verification steps, you need to complete the steps from the beginning — the screen reminds you of this with the question Exit the recovery process?

Why might recovery not be possible to start?

For your security, if you have changed any of the following in the last 72 hours, recovery cannot be started temporarily:

• Phone number change
• Email change
• Two-factor authentication (2FA) method change

In this case, you need to contact Paribu Support; we will help you.

What should I do if I did not start the recovery request?

Tap the I did not start this request link at the bottom of the Security period has started screen. On the screen that opens, you can start the support chat with Connect to live support or reach us by phone with Call Paribu support.

Warning: A recovery request you did not start may indicate an unauthorized access attempt on your account. In this case, please contact Paribu Support without delay

Important information

• Your assets are not lost during recovery; only access is suspended for 48 hours
• Recovery is a fixed 48 hours and cannot be accelerated — this period protects your account against unauthorized recovery attempts
• Verification codes are always sent to the current phone number and email address registered on your Paribu account
• No additional account verification level is required for recovery
• If you changed your phone number, email, or two-factor authentication information in the last 72 hours, recovery cannot be started temporarily; in this case, please contact Paribu Support

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Frequently asked questions

Are my assets safe during recovery?

Yes. Your assets are held in your own wallet and are not lost. Recovery only lets you re-establish access from your new device.

Why does recovery take 48 hours?

This waiting period is applied to protect your account against unauthorized recovery attempts. The period is fixed and cannot be shortened.

I started recovery by mistake, can I stop it?

Once the recovery request is created, you cannot make DeFi transactions for 48 hours. For this reason we recommend starting recovery only if it is genuinely needed. If you did not start the request, contact Paribu Support through the I did not start this request link.

My new passkey could not be created, what should I do?

You can retry the step with the Try again button on the Passkey could not be created screen. If the issue persists, continue with OK and follow the status of your request.

My verification code is not arriving or is reported as incorrect, what should I do?

Use the resend option on the screen to send the code again. If you make too many attempts, you are asked to wait for a while; if your verification session expires, you need to start recovery from the beginning.

I was not allowed to start recovery; why?

If your phone, email, or two-factor authentication information was changed in the last 72 hours, recovery is temporarily blocked for security purposes. When you contact Paribu Support, we will help you.

What happens to my old device after recovery is complete?

At the end of recovery you access your wallet with your new passkey. Transactions cannot be made with the passkey on your old device.

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Related articles

• What are a DeFi wallet, passkey, and self-custody? — The DeFi wallet and self-custody logic
• What is DeFi, and how does it differ from classic Paribu transactions? — The definition of DeFi and how it differs from classic transactions
• How do I start using DeFi products? — Setup steps with account verification and approvals
• DeFi — frequently asked questions and troubleshooting — Common situations in DeFi