Wallet Login and Recovery Troubleshooting Guide

Common Troubleshooting Tips:

1. Check your internet connection: Ensure you have a stable internet connection.

2. Disable VPN services: Some VPNs may interfere with login. Try logging in without using a VPN.

3. Update the app: Make sure you have the latest version of the Blockchain.com app installed.

4. Desktop troubleshooting:

   • Use Google Chrome and try logging in via an Incognito window.
   • Clear cache and restart the browser if issues persist.

5. Multiple accounts: Verify that you are logging into the correct wallet associated with your email address. For further assistance, follow the steps at the bottom of this article.

 What if I did not receive a verification email?

1. Check spam/junk folders: Ensure the email hasn't been filtered.

2. Desktop troubleshooting:

   • Use Google Chrome and try logging in via an Incognito window.
   • Clear cache and restart the browser to refresh email delivery.

3. Whitelist our emails: Add notify@wallet-tx.blockchain.com and notify@exchange-tx.blockchain.com to ensure email delivery.

4. Wait 10 minutes: Sometimes emails can be delayed.

5. Consider email provider: If issues persist, try using a different email provider or contact support for further assistance.

 I'm not receiving 2FA SMS codes / I lost my 2FA device:

• If you are unable to receive 2FA SMS codes or have lost access to your 2FA device, you will need to disable 2FA. Instructions for disabling 2FA can be found in this support article.
• We recommend using the Google Authenticator app for 2FA, as it's secure and doesn't require an internet connection once set up.

I forgot my password:

• Unfortunately, we are unable to assist with password recovery due to the encryption design of your Wallet. If you've forgotten your password, please try every possible password combination you may have used when creating your wallet, including variations in punctuation and capitalization.
• Alternatively, you can initiate wallet recovery using your Recovery Phrase. This phrase was provided to you during the wallet setup and is essential for restoring access to your account. To learn more about wallet recovery through your Recovery Phrase, please check out this article.

I don't have my Recovery Phrase:

Your Recovery Phrase is like a master key that stores all the private keys for your wallet's addresses. If you lose access to your wallet, using this phrase lets you regain access to your crypto funds.

If have your Recovery Phrase:

• You can recover your funds by going to this link and clicking the "I Forgot My Password" button.
• If the "Continue" button appears to be inactive or you receive an “Invalid recovery phrase” error, then the Recovery Phrase submitted is inaccurate.
• This action will restore your original wallet as well as the funds it contained, including any custodial balances.
• You may be required to re-verify your identity in order to access your custodial balances or use custodial services like Buy/Sell, Swap and the Rewards Account.

To locate your Recovery Phrase (must know your password):

Blockchain.com customers can locate their Recovery Phrase within the settings or security section of their Blockchain.com wallet. Here are the steps to find it:

1. Log in to your Blockchain.com wallet using your credentials.
2. Navigate to Settings
3. Under the Security section, look for an option labeled Recovery Phrase.
4. Once accessed, ensure to write down and store the Recovery Phrase securely. Avoid storing it digitally or sharing it online.

Lost Access to Both Password & Recovery Phrase:

If you do not have the correct password or an accurate Recovery Phrase, then access to the wallet and any funds contained in your DeFi Wallet have been lost. You can read more about how our wallet works here: How it Works | Blockchain's Non-Custodial Wallet.

Wallet Recovery Services:

If you don’t have your password or Recovery Phrase and believe the funds within your DeFi Wallet are at least $500, we suggest contacting our partners at Crypto Asset Recovery by filling out this form. They specialize in helping users regain access to their self-custody crypto wallets.

What if I have multiple wallets linked to the same email address?

1. Enter your email address: Log in with the email linked to your Blockchain.com Wallets.
2. Verify your device: Confirm via email with a list of Wallet IDs linked to your profile.
3. Select the correct Wallet: Choose the Wallet ID you wish to access. The first option presented is usually the most recent profile created.