Q1: What should I do if I forget my security password?
To ensure the security of user assets, all user authentication information (such as wallet security password, mnemonics/private key, etc.) needs to be backed up and saved by yourself and is not stored in the centralized server. In other words, if the password is forgotten, CoinEx Vault cannot retrieve it back for you.
● If you have forgotten your security password, but still remember the mnemonics / private key: you can delete the App, download and install it again, and import the mnemonics / private key to reset a new password for your wallet. Before deleting, please make sure the mnemonics / private key has been backed up and properly stored, the mnemonics / private key is the only credentials you have to control your assets.
● If you forget your mnemonics / private key, your password cannot be retrieved!
Q2: What to do if mnemonic phrases are leaked?
Anyone who can access your mnemonic phrases can also have full control over your assets.
If the mnemonic phrases are leaked, please immediately transfer your funds to another wallet. If you do not have other wallets, please create a new one to secure your assets.
Q3: What to do if mnemonic phrases are lost?
● If you lost the mnemonic phrases, but they were already backed up with Encrypt Backup:
You can easily restore your wallet with the mnemonic phrase password and the ciphertext QR code generated during Encrypt Backup.
● If you lost the mnemonic phrases and didn't have any other backup:
Under these circumstances, your assets will be permanently lost and cannot be recovered. Please make sure to back up your mnemonic phrases or the private keys of your cryptos, and keep them safe.
Note: Your assets CANNOT be recovered if the mnemonic phrases are lost.