How to manually recover your account? (Manual Recovery)

Cyril
Cyril
  • Updated

 ⚠️ If you’ve lost access to your SwissBorg account and,

  • You changed your phone number (and lost access to the old one linked to your account)
  • You’re residing, temporarily or permanently, in an unsupported country
  • You currently don’t have any valid ID documents
  • Your account has been closed for security reasons
  • Your smartphone camera is damaged/not able to perform the tasks required

Then, unfortunately, you won’t be able to recover your SwissBorg account and, you should contact support@swissborg.com, preferably, with the same e-mail you created your account with.

What is a Manual Recovery?

Manual recovery is the by-default method to regain access to your SwissBorg account.

How to recover your account with a Manual Recovery:

  1. Install or reinstall the latest version of the SwissBorg app.
  2. Open the app.
  3. Tap on “Log in”.
  4. Enter your registered phone number.
  5. Select “Manual Recovery”.
  6. Accept T&C. All active devices and Recovery Phrase will be revoked.
  7. Enter the SMS code you will receive.
  8. Set up a new PIN/Passcode
  9. Complete the KYC Verification by taking a selfie and providing a photo of your ID (passport, ID card, or driving license).
  10. Wait for the documents review (which should be completed within 24-48 hours).
  11. Congrats! Your account recovery is completed.

NOTES

  • After the Manual Recovery, in order to protect our user fund, an automatic 48-hours security time window will apply before you can withdraw any assets. We cannot shorten this delay. Every other app features and services will remain available.
  • At the moment of the Phone number verification, you will receive an e-mail which states that your device is revoked.
  • Once your account is recovered, we can only recommend you to activate your Passkey in order to expedite the recovery process the next time.

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