Manual Recovery Process

You can go through the recovery process whenever you need to reinstall the app, if you forgot your passcode or if your device has been stolen or lost. 

Please note that when you reinstall the SwissBorg app, the recovery process will be activated on your device automatically. Once the application is reinstalled, you will need to enter your phone number. Please make sure you type in the correct phone number that is already associated with your account. If you type in a wrong or different phone number, a new account will be created, which is not allowed.

To proceed with the Manual Recovery process, please follow these steps:

1. Choose the “Manual Recovery” option

2. In order to recover your account, you'll have to upload the required documents to verify your Account Level 1 again (proof of identity). Tap “I understand” and then "Next"

3. Tap “Verify Identity” and follow with the recovery process. You'll go through the KYC process again, the same way as during the registration, until you reach the same Account Level as before. 

Your documents will be reviewed by our KYC specialists, and your Account Levels will be approved if the provided information is valid.

When the account recovery is activated, you will receive an email. If you didn't start the recovery process and you have received an email stating that recovery of your account was activated, please contact our support team immediately.
There is always the risk of a phishing email from scammers to obtain your personal data, so we ask you to please have a look at the following articles on how to identify a scam:

What is phishing?
Avoiding cryptocurrency scams

IMPORTANT! Please note that once the account recovery has started, all your devices will be revoked and transactions on your account will be frozen for 24 hours. This is a security measure called Account Freeze.