Your wallet password cannot be changed, but your bitcoin can be recovered and sent to another wallet.
To recover your Bitwala wallet you will need the wallet's main key, backup key and the reference key. The main key, and backup key were generated upon creation of your wallet and you wrote them down as a paper backup. You can find the reference key in the wallets section of your account (three dots in the top right) or in the email you received when you created your wallet.
Follow the steps below to complete a wallet recovery:
- Download and install the latest version of the BitGo recovery application - click here.
- .dmg = Mac
- .exe = Windows
- Open the recovery application and select the ‘Non-BitGo Recoveries’ option
- Select ‘Non-BitGo Recoveries’ again in the next step
- Select wallet type = Bitcoin
- Select environment = Mainnet
- Now you will need your paper backup -it contains 2x 12-word seed phrases- the main key and the backup key they. Recover your unencrypted keys by entering in your 2x12 phrases from your paper backup here.
- Copy and paste the main key into Box A Value and the backup key into Box B Value of the BitGo recovery application. Ignore the error messages ‘This field should be a JSON object. JSON objects begin with a { and end with a }’.
- Now copy your reference key and paste it into Box C Value.
- Enter the destination address - the wallet address you want to send your recovered Bitcoin to.
- Leave the Address Scanning Factor at the default value of 20.
- Click the Recover Funds button - this may take some time, be patient.
- Once successful, a JSON file will be downloaded.
- Open the JSON file, search for 'transactionHex' and copy it.
- For Windows use Wordpad
Windows - For Mac use Mozilla Firefox or TextEdit. Click the arrow to expand it.
Mac - (OPTIONAL STEP) To see the details of your transaction and confirm there were no errors while creating it, you can decode it here. Once decoded, you can view the destination wallet address, network fees etc.
- To broadcast your transaction (send your BTC), paste the transactionHex here and click on PUSH TRANSACTION
- The transaction ID will be provided and you can track the transaction.
- Once you have received the Bitcoin at your external Wallet, you can contact Bitwala Customer Support to delete your old Bitwala wallet.
- Once the wallet has been deleted, create a new Bitwala wallet.
- Send Bitcoin from your external wallet to your new Bitwala wallet.