We always recommend restoring your account from backup as you will have immediate access to your logins, wallet, and any funds held within. Restoring your account allows you to keep your existing username. New accounts require a username not registered previously.
If you are unable to successfully restore your account from backup then you may recover your account following the below steps:
- Choose to Create a New Account
- Use a telephone number or email address that has been previously used for Civic Wallet
- Create a new username*
Usernames cannot be used more than once nor be recovered. The only way to keep your username is to restore from backup
Your existing account will go into review if a new account is created with the same email address and/or phone number. For your security, both accounts will not be accessible during the next 48 hours window while we review your request. If you have security concerns, please contact us immediately using the green chat icon.
Please watch your email as our support team may reach out to you with questions during this process. Once approved, you will need to launch Civic Wallet to complete account recovery. Your original account will be blocked and the username can no longer be used. If your original account contained funds, fund recovery will be triggered and may take up to 7-14 business days to complete.
Team Civic will investigate your account for fund discovery. If funds are located, we will reach out to begin the fund recovery process.