What to do when my BitBox01 2FA pairing is lost?

    This article assumes that you are not also using a "hidden wallet". Contact support if you are using a hidden wallet and have issues with your 2FA pairing.

    This article only applies if you have full 2FA pairing enabled on your BitBox01. 

    To check, open the latest BitBoxApp, plug your BitBox01 in, unlock it and go to "Manage Device". 
    In the "Pairing" section, check if it says "Enabled" in the "2FA" row. 

    If 2FA is enabled but you can't make transactions, you lost the pairing with your phone (due to multiple reasons such as: new phone, reset phone, reset 2FA mobile app, deleted 2FA mobile application cache, etc.) 

    A BitBox01 with 2FA enabled cannot be re-paired, as the point of 2FA is to require the same mobile phone as before.

    In order to be able to make transactions again you need to reset your BitBox01 and restore your wallet from your backup, which disables 2FA. (You agreed to this warning when you first enabled 2FA in the settings.)

    You can either do that on your current BitBox01 or order a support replacement and proceed restoring your seed onto that new BitBox01. 
    As resetting your BitBox01 can be a scary thought, we recommend you get a free support replacement.

    On a support replacement BitBox01

    • Verify your wallet backup.
    • Order free support replacement BitBox01 and wait for it to arrive.
    • Make sure you are using the latest BitBoxApp.
    • Plug in new BitBox01, if the BitBoxApp does not recognise it, click here.
    • Follow the instructions to upgrade the BitBox01 firmware.
    • Insert your old wallet backup microSD card into the new BitBox01.
    • Select that you want to restore a wallet from a backup.
    • Follow the instructions, when asked for the "recovery password" enter the exact same recovery password that you were using on your old BitBox01.
    • Once you have restored your wallet, 2FA will be disabled and you can make transactions again. 

    On your existing BitBox01

    • Make sure you are using the latest BitBoxApp.
    • Before you reset your existing BitBox01, it is crucial that you verify your wallet backup before you reset your BitBox01. Verify your wallet.
    • You need to see "Backup matches wallet". 
    • Do not proceed if you did not see "Backup matches wallet".
    • Once you have successfully verified your wallet (i.e. you see "Backup matches wallet")  you can reset your BitBox01.
    • On the BitBoxApp, select that you want to restore a wallet from a backup.
    • Follow the instructions, when asked for the "recovery password" enter the exact same recovery password that you were using on your old BitBox01.
    • Once you have restored your wallet, 2FA will be disabled and you can make transactions again. 

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