Background
When using the Easy Crypto Wallet, your personal access keys to your crypto are stored on your device. In order to migrate to a new device, you need to have a backup in place. You can simply re-install the app on the new device and recover your wallet from your backup.
For security reasons, the keys to your crypto are stored in a secure location on your device. For the same security reasons, most operating systems don’t migrate sensitive app data when you get a new device. For example Apple doesn’t transfer sensitive data to a new device unless you have encrypted backups enabled, which are disabled by default.
Restoring your Easy Crypto Wallet from a backup is the only method to safely restore your wallet on a new device. It’s why we put so much focus on the importance of backing up in the app - we encourage you to do it on sign up and then on follow up reminders both on email and in-app.
Recovery with backup
If you encounter the ‘Wallet cannot be found on this device’ error and have a backup in place, recovery of your wallet is easy! Simply go to the homescreen of the app and you should see the below screen. Tap on ‘Start recovery’ and follow the onscreen instructions. Ensure you are using the original login credentials (Apple ID, Google Account, etc.) used when creating the wallet. Using different credentials will result in the creation of a new, empty wallet.
I have a backup but the 'Start recovery' button isn't showing
If you have previously backed up to the cloud, but the 'Start recovery' button isn't showing for you, please make sure the app has access to your cloud drive.
On iOS (iPhones)
Ensure you are signed into your Apple ID correctly:
Open Settings on your iPhone and tap on your name at the top.
If not signed in, tap Sign in to your iPhone, enter your Apple ID and password.
Important: Use the same Apple ID that you used to install and back up the Easy Crypto Wallet.
Make sure that in your iCloud Drive settings, 'Sync this iPhone' is turned on:
Go to Settings > [your name] > iCloud, then tap iCloud Drive.
Turn on Sync this iPhone.
If you're on a new device, syncing may take 1-2 hours depending on the volume of files in iCloud; wait until all files are synced before attempting to back up.
In the 'Apps syncing to iCloud Drive' settings, ensure the Easy Crypto Wallet has a green toggle (on) next to it.
Verify that the Easy Crypto Wallet is syncing with iCloud:
Navigate to Settings and search for Apps syncing to iCloud Drive.
Locate Easy Crypto Wallet and ensure the toggle next to it is turned on (green).
Verify iCloud storage:
Go to Settings > [your name] > iCloud > Storage.
Check the available storage space. If the storage is full, free up space by deleting unnecessary files or consider upgrading your iCloud storage plan.
On Android
Make sure you're signed into the same Google account on your phone which you used to backup. The Easy Crypto Wallet app will only be able to access the backup if you're signed into the correct Google account on your phone.
Make sure that the Easy Crypto Wallet app has access to Google Drive in your phone settings.
What if I don’t have a backup?
You would likely see the ‘Wallet cannot be found on this device’ error message if you changed to a new device. If you still have access to your old device, you can create a wallet backup on your old device. Then recover your wallet on your new one as per the instructions in the section above.
If you got a new phone as part of a warranty replacement, and had to hand in your old device, we recommend contacting your warranty provider to see if you can get your device back. For example, Apple tends to hold customer’s old devices for a period of time given they frequently receive requests for these. It is important to request access to an old device as soon as possible and not all manufacturers hold on to old devices.
If you have lost access to your old device and don’t have a backup of your wallet in place, unfortunately you will not be able to access your wallet and funds on a new device.
I’m seeing the error but haven’t changed phones
In some rare cases, iPhone users may see the error even when they haven’t changed phones.
On iPhones, sensitive data such as passwords, health data and crypto keys, are stored in a secure location called keychain. This data is protected by the phone’s passcode (PIN) or biometric access such as Touch or FaceID. If the device passcode is disabled, some sensitive data is deleted.
We strongly recommend never disabling your passcode on the phone. As the passcode protects all your phone’s data and apps. If you have recently disabled your passcode and see the ‘Wallet cannot be found on this device’ error, you will need to recover your wallet from a backup following the instructions in the ‘recovery with backup’ above. If you do not have a backup of your wallet in place, unfortunately you will not be able to access your wallet and funds.
Similar to how the passcode protects sensitive data, signing out of an AppleID can also delete some sensitive data:
Sensitive data such as passwords, health data and crypto keys aren’t synced unless you have keychain data sync turned on in your settings. We strongly recommend you ensure that you have an Easy Crypto Wallet backup in place before signing out of your AppleID on your phone.
If you have recently signed out of your AppleID and see the ‘Wallet cannot be found on this device’ error, you will need to recover your wallet from a backup following the instructions in the ‘recovery with backup’ sections above. If you do not have a backup of your wallet in place, unfortunately you will not be able to access your wallet and funds.
Please contact us if you experience a situation different from any detailed above - we are here to help!