Zengo's keyless recovery is simple, secure, and only takes a few seconds to set up. It completely replaces the need to manage and store (and worry about losing) a private key so that you can always recover safely your wallet and your funds.
What is a Recovery Kit?
Your Recovery Kit allows you to recover your Zengo wallet in case you delete the app or switch devices. For your security, you need to create a Recovery Kit before depositing funds into your wallet.
The Recovery Kit consists of a 3D FaceLock and a recovery file, both of which are explained below.
Your 3D FaceLock is an anonymous, mathematical representation of your face used to authenticate you. It is performed locally and privately on your phone.
Unlike traditional wallets with passwords and private keys, it simply guarantees the same person who created the wallet is the one trying to access it now.
You can also add a trusted family member or friend as a backup 3D FaceLock to guarantee your account can be recovered with their assistance.
The Zengo app also creates a unique recovery file and stores it in your default personal cloud storage system, depending on your operating system (Google Drive for Android and iCloud Drive for iPhone).
You can also choose to sync your recovery file with additional cloud services — Google Drive and Dropbox for iOS, or just Dropbox for Android.
We recommend you sync on all available cloud services for maximum security and peace of mind.
This file is NOT a private key (the file alone cannot be used to access your account). You should never move, edit, or change it in any way or your account will not be recoverable.
Note also that this file is only stored with you. Zengo does not have access to this file and will not be able to assist you if this file is lost.
How do I recover my wallet?
If you delete the Zengo app or switch devices, you'll need to recover your wallet. Follow these easy steps:
On your mobile device, be logged in to the same Apple ID or Google Drive account that you used to create your Zengo wallet when you initially signed up.
In the Zengo app, log in with the same email you used to create your wallet the first time.
Confirm your email by clicking on the magic link in your mailbox on your mobile device.
Scan your face.
That's it! Your wallet is recovered.
Remember, to recover your account, you will need the following:
Your recovery file is located in your personal cloud service.
A successful 3D FaceLock.
If you'd like to watch a short video explaining the full process, click here.
If you need any assistance switching from iOS to Android, click here.
Troubleshooting during recovery
Recovery file not found on a new iPhone
When syncing your iCloud data to your new iPhone, it can take up to 48 hours to complete the sync. If it has been less than that, please allow your phone to finish syncing before trying again. Open the Files app on your phone to check iCloud Drive has been fully restored.
If the iCloud data sync is completed and you still cannot recover your Zengo account, please check if your files are accessible on the web version from your computer or phone browser: https://www.icloud.com/iclouddrive/
Log in with the same iCloud account you used with Zengo and you should see all of your files there, including the "DO NOT DELETE ZengGo Backup". You can also actively search for it on your drive.
Make sure to also check in the “Recently Deleted Files” folder.
You can also recover your account using your additional cloud services if you set one before (Google Drive or Dropbox)
Enabling Face ID, Touch ID, or Passcode on iPhone
To enable Face ID, Touch ID or Passcode on iPhone, please follow the steps below:
On recent iPhones (X, 11, 12, 13 and later) with Face ID, simply go to Settings > Face ID & Passcode (on earlier iPhone models, go to Touch ID & Passcode).
Tap Turn Passcode On.
Enter a six-digit passcode.
Enter your passcode again to confirm and activate it.
Return to Zengo and complete the process.
Enabling Device Lock on Android
Device Lock is a security setting provided by your device manufacturer (not Zengo) to protect access to your phone. It is usually a set of numbers or patterns.
To enable Device Lock on Android, all you need to do is go to your phone settings Settings > Security > Screen lock, choose a new option, or change your code. Depending on your device, you may also have Face unlock or Fingerprint unlock as an option here.
Once completed, return to Zengo and complete the process.
Can’t access iCloud Drive on iPhone
Simply go to Settings > tap on Your Name > tap iCloud, then scroll down and make sure to tap on the switch next to Zengo so it is turned on.
That’s it! You can now return to Zengo and complete the process.
3D FaceLock failed
Please make sure:
That you are in an area with plenty of light so that your face is evenly lit, and hold your phone at eye level, not at an angle.
Also, make sure not to use a VPN, or any privacy manager or ad blocker (even turned off).
Also, make sure you have enough storage space available on iCloud Drive or Google drive (and give permission to access).
Make sure you gave camera permissions to Zengo (in your phone settings).