SafePal is a decentralized wallet that doesn’t access or store any personal information from our users, such as mnemonic phrase, passphrase, and App security password. However, bad things happen when we could accidentally delete a wallet or forget the password. In this article, we will share the most common situations about wallet account management and asset security. If you cannot find the answer you need, feel free to search other articles in the SafePal Help Center or submit a request here to our customer support for further assistance.
1. What should I do if I lost or forgot my security password for the SafePal App?
The Security Password in the SafePal App is a set of at least 8 letters and numbers that is used to approve transactions, authorize DeFi logins, and control other security features such as Touch ID login or pattern login.
As SafePal is a decentralized wallet, it means that SafePal is not storing your Security Password and you can take full control over your crypto assets by holding the seed phrase (also called mnemonic phrase). If you lose or forget the Security Password of the SafePal App, you can reset a new one by deleting the SafePal App and recovering the wallet using the correct seed phrase. Then during the wallet recovery process, you are able to set a new Security Password for the App. The tutorial at this link demonstrates how to reset the security password step by step.
Please note that this method only works when you hold a backup of your wallet seed phrase. If you forgot the security password and the seed phrase at the same time, unfortunately, there is no other way to reset the Security Password. Considering this, we recommend setting up the Touch ID or Pattern for easier App management. So that if you forget the Security Password and the seed phrase at the same time, you are still able to create a new empty wallet and manually move your funds to the new wallet.
2. What if I lost or forgot my seed phrase?
The seed phrase is the only proof of your decentralized assets on the blockchain. Once it’s lost or forgotten, you are not able to recover the wallet elsewhere, and people who get the seed phrase will have direct access and control of your funds. If you are using a SafePal wallet, in this case, try to create a new empty wallet and manually transfer all the funds to the new wallet as soon as possible. After doing that, make sure that you have a backup of the new seed phrase and store it in a secure manner (such as using SafePal Cypher to store the seed words and put it in a safe place).
3. Why is the wallet balance 0/zero after I recovered my wallet?
There are multiple possible reasons causing this situation:
- The word list in the seed phrase is not entered correctly. The wrong seed word will lead to the wrong wallet.
- The word list in the seed phrase is not entered in the correct order.
- The advanced Passphrase feature is set for your wallet and you forgot to enter it during the recovery procedure.
- The seed phrase is not written in the correct manner in the first place.
- The seed phrase doesn’t come from a BIP39/44 standard.
Please read this detailed troubleshooting guideline to further locate the problems and fix the situation.
4. Why is there an unknown/unauthorized transfer in my wallet?
There are two possibilities behind it:
- Your seed phrase is somehow exposed or leaked, and someone who has access to it is stealing the funds from your wallet.
- You have authorized malicious and scam DApps, which could steal funds from your wallet. When we interact with a DApp, it needs to sign and approve wallet access to these smart contracts. Malicious DApps could embed malicious codes and gain high-level access to your wallet through the authorization process. In that case, the malicious DApp could drain your wallet through smart contract engagements.
In either of the above cases, we strongly suggest that you create a new wallet and transfer the remaining balance into the new wallet immediately to protect your funds.
In the meantime, you are encouraged to study and research how a DApp(decentralized App) works and the potential risks of a smart contract/DApp. This can help to avoid the above risks to your crypto funds. Here is an article for example on the CoinMarket platform addressing this topic.
You can also learn further more about how to protect yourself from scams via the following video:
5. How to delete or remove my SafePal wallet?
If you don’t want to use the SafePal App wallet anymore, you can directly delete the SafePal wallet. But please be noted that once the SafePal App is deleted and if the mnemonic phrase is not backed up, the funds stored in the wallet cannot be recovered.
