I forgot my PIN
Venly recently transitioned to a non-custodial setup. If you've forgotten your PIN, please choose a category;
Our security team can provide a recovery pin to proceed with the transition. To receive one, please explicitly ask for a recovery pin in the support chat by completing this template;
"I (your username) hereby as the owner of (your registered email), consent that I'm approving the recovery of my wallet's PIN codes by Venly's security team."
A recovery pin can take up to 48 hours since this is a manual process and this request is forwarded to our security team. After you've received the recovery PIN, you can proceed with the transition to a non-custodial setup via the link at the top of this article.
In this case you can generate a new PIN by yourself by using your Emergency Code that you've created during the wallet transition to a non custodial set up.
Log in to your wallet
Perform the transaction that prompts your PIN
Click on "Forgot PIN"
Enter your Emergency Code you've created during the transition of your wallet to the non-custodial set up
Choose a new PIN
Confirm once more the new PIN from step 5
Success, you can now use this PIN
If you've forgotten your Emergency Code you've created during the transition of your wallet to the non-custodial set up, then not even the team at Venly can help you recover your wallet and its accounts. The responsibility for keeping your Emergency Code and your wallet safe is entirely yours.
1. You forgot your PIN before the transition and hence weren't able to transition your wallet to the non-custodial setup
Our security team can provide a recovery pin to proceed with the transition. To receive one, please explicitly ask for a recovery pin in the support chat by completing this template;
"I (your username) hereby as the owner of (your registered email), consent that I'm approving the recovery of my wallet's PIN codes by Venly's security team."
A recovery pin can take up to 48 hours since this is a manual process and this request is forwarded to our security team. After you've received the recovery PIN, you can proceed with the transition to a non-custodial setup via the link at the top of this article.
2. You forgot your PIN after you transitioned your wallet to the non-custodial setup
In this case you can generate a new PIN by yourself by using your Emergency Code that you've created during the wallet transition to a non custodial set up.
Log in to your wallet
Perform the transaction that prompts your PIN
Click on "Forgot PIN"
Enter your Emergency Code you've created during the transition of your wallet to the non-custodial set up
Choose a new PIN
Confirm once more the new PIN from step 5
Success, you can now use this PIN
If you've forgotten your Emergency Code you've created during the transition of your wallet to the non-custodial set up, then not even the team at Venly can help you recover your wallet and its accounts. The responsibility for keeping your Emergency Code and your wallet safe is entirely yours.
Updated on: 01/12/2023
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