How it works

The Process

The wallet recovery consists of three steps.

1.

Send a request and receive a contract

We review your request and create a contract with you in order to restore your wallet.

2.

We start the wallet password recovery

All information about your wallet is exchanged via a secure connection. The recovery begins.

3.

Receive the password to your wallet

We send the password back to you via the secure connection and upon confirmation the payment process is started.

Frequently asked questions

What information do we need from you?

For the first assessment, we typically have a videoconference with the requesting person. After contract signature, we require the following information:

  1. The type of the wallet (e.g. Bitcoin Core, Trezor, Electrum, Blockchain, etc.)
  2. The wallet itself (if you lost access to an online wallet, like blockchain.com, we can work with your login data instead, e.g. your user id).
  3. As much information about your password as you can remember. Every little bit helps to accelerate the process or even make the recovery possible at all. Examples for helpful information are:
  • Used characters (letters, digits, special characters)
  • Unused characters (letters, digits, special characters)
  • Capitalization (use of lower case / upper case)
  • Minimum length
  • Maximum length
  • Source of possibly used full words (e.g. characters from your favorite book or just anything from the dictionary; what language)
  • Examples of other passwords that were commonly used around the time of the wallet creation.
  • If you had to guess the password five times right now, what would those guesses be?
  • Hints (text chunks that might appear somewhere inside the password, possibly also the position, e.g., name of pet, wedding date, etc.)
  • How certain you are about any of the information (e.g. you usually do not use capital letters but, in this case, you are not 100% sure)
  • Additional comments (everything might help!)

We will run a second assessment based on the information provided. We will reject requests that are not trustworthy or not feasible to recover.

That is all we need to start. We will begin the process right away and update you in irregular intervals about the process and, of course, when we ultimately find it.

How can I securely transmit my data by email?

Unfortunately, simple emails are far from secure, and as the subject is quite sensitive, we strongly (but not necessarily) recommend using Pretty Good Privacy (PGP) to encrypt all of our exchanges. If you want to use PGP, please use the following public key for mail encryption:

View Key

How to use PGP with Microsoft Outlook under Windows

Using this integrated plugin is the easiest way to encrypt mails via PGP using Outlook, but it is by no means the only one so feel free to use whatever solution your prefer.

  1. Download Gpg4win: https://www.gpg4win.org/index.html
  2. Install the tool using the default settings.
  3. Restart Outlook.
  4. Start the tool Kleopatra, that was installed together with Gpg4win automatically, if it has not started on its own already.
  5. On the opening prompt click “Create a personal OpenPGP key pair”, enter your name and e-mail address (from which you are going to contact us), optionally use a passphrase, then complete the process.
  6. Copy the public key from above (including the BEGIN PGP and END PGP parts), inside Kleopatra click on Extras -> Clipboard -> Import certificate.
  7. Open the e-mail you want to encrypt in Outlook and click on the new “Secure” button in the menu bar.
  8. Click send.

Outlook will now automatically detect your key to sign the e-mail and our public key to encrypt it, making the transmission safe. For further information on how to use Gpg4win, consult the official compendium: https://files.gpg4win.org/doc/gpg4win-compendium-en.pdf

How to use PGP with Google Mail

Using the Mailvelope browser plugin is the easiest way to encrypt mails via PGP using Gmail, but it is by no means the only one. Feel free to use whatever solution you prefer.

An extensive Tutorial on how to use Mailvelope for the most popular browsers can be found here: https://www.mailvelope.com/en/help