What should I do if I lose my phone or device?

Article facts

Do this now

1. Contact Quppy Support from the official website, app or approved Help Center channel.
2. Tell Support that the device is lost, stolen, inaccessible or reset.
3. Secure the email account linked to Quppy.
4. Contact your mobile operator if the SIM or phone number is at risk.
5. Use the device manufacturer’s remote lock or erase feature if appropriate.
6. Do not approve a login, new-device or transaction request you did not initiate.
7. Review recent account activity from another trusted device if access is available.
8. Preserve any suspicious messages, times and transaction details.

What should I tell Quppy Support?

Explain:

• whether the device was lost, stolen, damaged or reset;
• the approximate time it happened;
• whether the SIM card or phone number is also unavailable;
• whether your email account is secure;
• whether you see any unrecognised login, device or transaction;
• the last known normal use of Quppy;
• whether you have a replacement device.

Support may request identity, account and device information. Never provide your password, PIN or a live 2FA code.

Why should I secure my email and phone number?

Email and phone access can be used in account notifications, verification or recovery. A person who controls them may try to reset credentials, intercept messages or impersonate you.

Use a trusted device to:

• change the email password if compromise is possible;
• enable or reset email 2FA;
• end unknown email sessions;
• ask the mobile operator to block or replace a stolen SIM;
• add an account PIN with the operator where available;
• review forwarding rules and recovery contacts.

Can Quppy block access from the lost device?

Quppy may be able to restrict the account or sensitive operations while the recovery request is reviewed. Exact session-revocation and device-management capabilities must be confirmed in the current product.

Support should guide the user through the available process.

How does recovery work on a replacement device?

A replacement-device recovery can require:

• installation of the current official Quppy app;
• account identification;
• identity verification;
• reset or restoration of 2FA;
• new-device confirmation;
• updated contact details;
• review of recent activity;
• temporary restrictions before withdrawals or security changes.

Quppy does not publish a universal recovery time. Timing depends on the circumstances and checks required.

Do I need a seed phrase?

The current Quppy Crypto product is custodial. Account access is recovered through Quppy Support and security/identity checks rather than by entering a self-custody seed phrase.

Do not disclose a seed phrase or private key to anyone claiming to represent Quppy. Legacy Quppy materials that describe non-custodial recovery do not match the approved current custodial product model and must be updated.

What if the phone was stolen and my account was accessed?

Treat the case as a possible account compromise:

• tell Support that unauthorised access may have occurred;
• list unrecognised devices and transactions;
• do not approve pending requests;
• preserve evidence;
• secure email and mobile access;
• follow the compromised-account guide.

Confirmed blockchain transfers may not be reversible, so urgent reporting matters even though recovery is not guaranteed.

What should I do after access is restored?

• Set or confirm a secure PIN.
• Enable or restore 2FA.
• Enable biometrics only on a trusted device.
• Review new-device and transaction confirmations.
• Review account activity.
• Update contact information.
• Remove or report unknown devices if the feature is available.
• Change any credential reused elsewhere.
• Keep the replacement device updated and locked.