How do I recover access to my Quppy account?

Article facts

Do this first

1. Use an approved Quppy Support channel.
2. State whether you lost a device, forgot access credentials, lost 2FA access or suspect account compromise.
3. Secure the email address and phone number connected with the account.
4. Do not create multiple conflicting recovery requests unless Support instructs you to.
5. Do not share passwords, PINs, 2FA codes, private keys or seed phrases.

Which situations can require account recovery?

• You lost or replaced your phone.
• The app was removed or the device was reset.
• You forgot your PIN or cannot complete the normal access flow.
• You no longer have access to the configured two-factor authentication method.
• A new device requires confirmation that you cannot complete.
• Your email or phone number changed.
• You believe another person may have accessed the account.
• Security controls temporarily restricted access.

Note:

The correct recovery path depends on the cause. Quppy may prioritise account protection over immediate restoration of access.

What information may Quppy request?

To confirm identity and protect the account, Support may request information such as:

• Registered email address or account identifier.
• Full legal name and date of birth.
• Identity document or a new identity-verification step.
• Proof of residence or updated account information.
• Information about the previous and new device.
• Details of recent account activity that do not expose secrets.
• An explanation of how access was lost.
• Additional security or source-of-funds information where relevant to an account review.

Important:

The exact evidence depends on the case.

What will Quppy Support never need?

• Your account password in plain text.
• Your Quppy PIN.
• A live one-time 2FA code.
• Your private key.
• A seed phrase.
• Remote access to your device through an unknown application.
• A crypto payment to unlock the account.

Important:

Anyone asking for these items may be attempting fraud. Stop the conversation and contact Quppy through an independently verified official channel.

Why can sensitive operations be restricted?

During recovery, Quppy can temporarily restrict actions such as withdrawals, crypto transfers, exchange or changes to security settings. This can help reduce the risk of unauthorised activity while identity and control of the account are being verified.

A restriction can remain until the required checks are complete. Support may not be able to disclose every internal security or compliance rule.

How long does recovery take?

Quppy does not publish a universal recovery time. The duration depends on the reason for the request, the quality of the information provided, security risk, provider involvement and any identity, compliance or legal checks.

Important:

Do not promise “instant recovery,” a fixed number of hours or a guaranteed outcome.

What happens after access is restored?

• Set or confirm a secure PIN.
• Enable or restore two-factor authentication.
• Confirm biometric login only on a trusted device.
• Review active devices and sessions if the feature is available.
• Review recent fiat and crypto activity.
• Confirm that contact information is current.
• Report any transaction you do not recognise.
• Do not reuse compromised credentials.

New-device confirmation and transaction confirmation should remain active where supported. If unauthorised activity is suspected, follow the compromised-account process rather than treating the case as a simple device replacement.

How does recovery work for the custodial crypto wallet?

Quppy Crypto uses a custodial wallet model. The current product is not presented as self-custody, and account recovery is handled through Quppy Support and identity/security checks.

The applicable crypto-service provider may also need to participate in the review or maintain restrictions under its terms. Access restoration does not guarantee that every service or transaction will be immediately available.

Is the Quppy crypto wallet custodial?

What if I think my account was compromised?

1. Contact Quppy Support immediately.
2. Secure the email address and mobile number linked to the account.
3. Change reused passwords on other services.
4. Do not approve any login, device or transaction request you did not initiate.
5. Record suspicious messages, addresses, transaction hashes and times.
6. Do not engage with a person claiming they can recover the account for a fee.

Quppy may restrict the account and investigate recent activity. Blockchain transactions already confirmed may not be reversible.

Read the compromised-account guide

How can I confirm that a Support channel is official?

Open Support from the current Quppy website or app, or use an approved address published in the Help Center and applicable terms. Do not rely only on a search ad, social-media reply or direct message.

The final article must link to a centrally maintained list of official Quppy support channels. If the list changes, all recovery and fraud articles must update automatically.