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 the steps below.

1. Choose the “Manual Recovery” option

In order to recover your account, you'll have to upload the required documents to verify your identity. 

2. Check the “I understand” button and press Next

3. Press “Verify Identity” and proceed with the recovery process. You'll be asked to pass the KYC process just as you did during the registration, until you reach the same account level as before. 

Your request will be reviewed manually by our KYC specialists and approved in case all the provided information is valid.

Once the 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 make sure to contact our support team. 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 recovery is started, all your devices will be revoked and transactions on your account will be frozen for 24 hours.