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I can't unlock FxWallet

FxWallet can't show, reset or recover your passcode, and it has no other way in when Face ID or your fingerprint stops working. If biometrics are the problem, fix them on your phone. Otherwise, the way back to your wallets is their mnemonic phrases or private keys.

If Face ID or your fingerprint doesn't work​

With Biometrics on, FxWallet asks only for Face ID or your fingerprint, never for a passcode. Fix the cause on your phone, then try again:

  • Biometrics is locked out, please try later: after too many failed tries, your phone turns biometrics off for a while. Wait, or lock your phone and unlock it with its own passcode.
  • To use biometric authentication, please enable Face ID access in your device settings.: tap Open Settings and allow FxWallet to use Face ID.
  • Device not unlocked with fingerprint or face.: your phone has no face or fingerprint set up. Set one up in your phone's settings.

When FxWallet asks for Face ID or your fingerprint as it starts, it shows only Click to verify Touch ID/Face ID, without these messages. Check the same three things, then tap the fingerprint icon.

If you forgot your passcode​

Try the passcodes you might have used: FxWallet shows Wrong password for a wrong one. The passcode only protects FxWallet on this phone. It isn't a backup of your wallet, and FxWallet can't recover it.

Start again with your backups​

If you can't get in, reset FxWallet and import your wallets again.

danger

Resetting FxWallet or deleting the app removes every wallet from this phone. Do it only if you have the mnemonic phrase or private key of every wallet: without them, those wallets and everything in them are lost for good.

  1. If FxWallet opens, go to Me → Security, tap Reset wallet, type RESET and confirm. If it says You have an unconfirmed transaction. Please try again later., wait for the transaction to confirm first. If FxWallet doesn't open, delete the app and install it again from an official source.
  2. Import each wallet with its mnemonic phrase or private key, and set up Face ID, your fingerprint or a new passcode. See Recover your wallet on a new or lost phone.

If you don't have a backup, don't reset FxWallet or delete the app: your wallets are still on this phone. Keep trying to fix biometrics or remember your passcode, and once you're back in, back up every wallet.

FxWallet support can't unlock your wallet. Anyone who offers to, or asks for your mnemonic phrase, is a scammer.

Last reviewed on

Still need help?

Email support@fxwallet.com or use Me → Feedback in the app.

FxWallet support will never message you first or ask for your mnemonic phrase or private key.