In this article we will identify the few reasons why users' have issue with their backup phrase. We will also cover what to do if you lose your backup phrase, pin, or password.
First, please ensure the backup phrase you have is accurate (if the phrase is stored, use as reference to confirm). Second, below are 3 common errors a user faces when inputting their backup phrase.
Users reporting this have either:
- forgot to add/remove a space (maybe at the end)
- misspelled one of the words
- started the first word with a upper case letter. Please know all 12 words need to start with a lower case letter.
The only way to access a wallet is to use the assigned 12-word phrase. If the issue persists, try inserting your backup phrase to another wallet. If this does not work, you will not be able to access the wallet.
The PIN you have set in Jaxx is device and session dependent. This means that the PIN does not transfer to other devices you have the wallet paired on and if you pair another wallet (or re-pair the same wallet) or re-install the application, the PIN will be deleted as well.
If you have your 12-word Backup Phrase, the simplest way to bypass the PIN would be to re-pair it to your device.
Before doing this, to be sure you have the correct Backup Phrase, pair the wallet on another device first and check if the wallet addresses and balances match.
To re-pair the wallet, all you need to do is to go to MENU > Settings > Pair Devices > Pair / Restore Wallet > (I UNDERSTAND) and enter the 12 words to restore the wallet. The step by step guide will help you through the process and will ask you to setup a new PIN if you want that option active.
Please know that for your security, we do not store private information for our users' wallets on any of our servers. Jaxx Liberty is meant to be used as a decentralized (anonymous) wallet where only the user has full control over their digital assets. Your wallet security information (12 words Backup Phrase & Private Keys) never leave your device and we don't have a centralized way of managing the users' wallets/accounts since we never have those details.
One way of recovering your wallet could be if you paired your Liberty Wallet to another device, you can get the 12-word Backup Phrase from that one. Unfortunately, if you did not pair your Jaxx wallet on any other devices and did not save a copy of your backup phrase, you may have lost access to your wallet.
If you create a new wallet, please make sure that you write down your backup phrase and store it safely, in order to prevent this situation from re-occurring in the future.