If the crypto is on an exchange, access can often be restored through the exchange's identity process, and for estates, with the right legal documents. We manage that process for you, with partner lawyers for any legal paperwork.
If the crypto is in a self-custody wallet and the recovery phrase is lost, no one can recover it — not us, not anyone. Anyone who claims they can 'crack' a wallet for an upfront fee is very likely running a scam.
Lost wallet access
The first question is custody: who holds the keys? On an exchange (custodial), the company holds them and can restore access to the rightful owner. In a self-custody wallet (hardware wallet, mobile wallet), only the recovery phrase or private key can move the funds.
Lost access is also a common estate problem. When someone dies or loses capacity, family members often know crypto exists but not where, or cannot satisfy the exchange's requirements.
Because these situations are stressful and often urgent, they attract scammers selling 'wallet cracking' or 'phrase recovery' services. Legitimate help focuses on documents, identity and legal authority — not on hacking.
How it works, step by step
- 1Step 1
Lost two-factor or email access
A new phone, a lost authenticator app or a closed email account locks you out of an exchange. Most exchanges have an identity-based reset process, which can be slow and strict.
- 2Step 2
Account restricted after recovery attempts
Several failed resets or a change of device can trigger a security lock. Documentation and persistence usually resolve it.
- 3Step 3
The account holder has died
Exchanges require proof of death and legal authority (a probated will or letters of administration, or the Quebec equivalent) before they release assets to an estate.
- 4Step 4
Incapacity
If the owner can no longer manage their affairs, a power of attorney or court order may be needed for an exchange to deal with someone else.
- 5Step 5
Lost recovery phrase (self-custody)
If the device is lost or wiped and no recovery phrase or backup exists, the funds cannot be moved by anyone. Partial phrases can sometimes be recovered by the owner with specialist software, but never by someone you hand your phrase to.
Where the money goes
In custodial cases, the funds have not gone anywhere: they remain on the exchange's books in your (or the deceased's) name. The work is proving entitlement.
In estates, analysts can sometimes help locate where crypto is held by reviewing bank records, emails and transaction histories — for example, identifying exchange deposits or wallet addresses linked to the person.
In self-custody cases without a recovery phrase, the funds remain visible on the blockchain but cannot be moved.
What to watch out for
Wallet 'cracking' services
Anyone offering to break into a wallet or 'recover a lost phrase' for an upfront fee — especially in crypto — is almost certainly a scam.
Requests for your partial phrase
Sending part of a phrase to a stranger can give them enough to take the funds once you find the rest.
Fake exchange support
Lockouts lead people to search for help; fake support numbers and accounts are common. Use only the help link inside the official exchange site or app.
What to do right now
- 1
Work out who holds the keys
Exchange account, or self-custody wallet? This decides everything that follows.
- 2
Gather identity and ownership proof
Government ID, proof of address, old emails from the exchange, and any deposit records showing the account is yours.
- 3
For estates: secure documents first
Keep devices, notebooks and papers safe and unaltered. Do not try passwords repeatedly on a hardware wallet: some wipe after too many attempts.
- 4
Never share a recovery phrase
Not with support, not with recovery services, not with us.
What to gather for your case review
- Exchange account emails, statements or tax slips showing the account
- Identity documents and proof of address
- For estates: death certificate, will, probate or letters of administration
- Any device, notes or backups the owner used — kept safe, not shared
Ask for your recovery phrase or private key — never.
How we can help
What we can do
- Deal with exchanges to restore access or transfer an account to an estate.
- Gather the documents exchanges ask for, and coordinate with partner lawyers for probate or court orders when they are required.
- Help locate crypto belonging to an estate using records and blockchain analysis.
What we cannot do
- We cannot break into a self-custody wallet or recover a lost recovery phrase.
Frequently asked questions
Will you ever ask for my recovery phrase?
Never. Your recovery (seed) phrase and private keys give full control of your wallet. No legitimate recovery company, lawyer, exchange or police officer needs them. Our forms block them automatically.
What information should I have ready?
Whatever you have: transaction IDs (hashes), wallet addresses you sent to, the name and website of the platform, screenshots of chats and of the platform, exchange statements, and your police or CAFC report number.
Never send us your recovery phrase, private keys or passwords. We do not need them.