Your existing account will go into review if a new account is created with the same email address and/or phone number.
We always recommend restoring your account from backup as you will have immediate access to your wallet and any funds held within.
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
Our team will conduct a security review to confirm that you are the same person as originally authenticated. This process may take up to 4 business days. 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 business days to complete.
For further assistance, please submit a support request.