When you reinstall the SwissBorg app on your device or try to access your account from a different device, the account recovery process is automatically triggered and you'll have 2 options to regain access to your account: recovery with the recovery phrase or going through the manual recovery process.
*Starting the recovery process will trigger a “Your device is revoked” email to notify you; if it was not you initiating a change, we recommend that you contact our Support Team as soon as possible, from the email address connected to your account, to understand what happened.
If you don't have an active recovery phrase yet, if you lost it or if you don't remember your passcode, you will have to go through the manual recovery process in order to regain access to your account.
Once the app is (re)installed on your device, you will need to enter the phone number that is connected to your SwissBorg account and pass the SMS verification.
*If you have a new number and don't have access to the one you had used to register your account, please contact our Support team and request the phone number change in your account. You can find the instructions in this article: Update Phone Number
After the SMS verification, select the “Manual Recovery” option and follow the instructions on the screen. The first step is to complete the KYC check for proof of identity again (Account Level 1), so you will need to upload a new photo of your (original and valid) identity document and then complete the selfie motion verification step.
Depending on your account level before starting the manual recovery process, you may also need to re-do the account Level 2 (proof of residence) and Level 3 (proof of wealth) verifications again.
When all documents are uploaded in the app, our KYC specialists will review them and if all is in order, verify your account levels again.
Please note that once your account has been successfully recovered, the account freeze feature is triggered and certain permissions (like withdrawals or changing your personal information) will be restricted for 48 hours. This is to give you time to notify our Support Team if it was not you performing these actions, and you suspect that your account is compromised.
Having issues with your verification?
Please make sure that
- you have the latest version of the SwissBorg app installed (it might help to uninstall and reinstall the app and try again);
- your device and operating system meet the requirements as mentioned here;
- you are in a supported country/jurisdiction where the app is available to install;
- your device supports the selfie/motion verification software used during the identity KYC check (as explained in this article).