All Collections
What happens if I lose my mobile device or my device is compromised?
What happens if I lose my mobile device or my device is compromised?
Ouriel Ohayon avatar
Written by Ouriel Ohayon
Updated this week

Whether your device is lost or stolen, your Zengo account can be safely recovered even if you lose or change your phone.

How to restore your Zengo account to a new phone

Follow these easy steps:

  1. Download Zengo

  2. On your mobile device, log in to the same Apple ID or Google Drive account that you used to create your Zengo wallet when you initially signed up to access your recovery file.

  3. In the Zengo app, log in with the same email you used to create your wallet the first time.

  4. Confirm your email by clicking on the magic link in your mailbox on your mobile device.

  5. A successful 3D FaceLock, if set up previously.

That's it! Your wallet is recovered.

Here is a quick video guide

Note that you can also recover your account with the secondary email, secondary cloud service, and the trusted selfie you chose to add.

*The email is cap sensitive, and it must be used in the original way it was written when you created the account

What to do if someone had physical access to my phone?

Your phone is protected by your device security protection (Face ID, Touch ID, or security pattern). This also protects access to your Zengo account and any critical actions ( like sending crypto transactions)

If you fear your phone was physically accessed and that your phone security was bypassed without your consent, you should immediately update your device security PIN (in the device settings). For additional peace of mind, you can transfer your crypto funds to a new account.

Did this answer your question?