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 reference key, main key, and the backup key. The reference key, main key, and backup key were generated upon creation of your wallet.
Follow the steps below to complete a wallet recovery:
- Retrieve your wallet reference key from the wallet section of your account (three dots in the top right) or through your wallet creation email.
- Retrieve your paper backup that includes your main key and backup key. This was generated upon your wallets creation and contains 2x 12-word seed phrases.
- Open the recovery tool and enter the 12 words (with spaces) of your main key in the ‘Main key’ field and the backup key words in the ‘Backup key’ field (with spaces) and click ‘Generate Keys’.
- Copy the ‘Main key’ provided and paste it in the ‘User Private Key’ section here. Go back to the recovery tool and click ‘Okay’ to retrieve the next key, your ‘Backup key’. Copy and paste this into the ‘Backup Key’ section.
- Add your wallet reference key (from step 1) into the ‘BitGo Key’ section
- Add the wallet address you wish to send your Bitcoin to in the ‘Destination Recovery Address’ section. If you do not have another bitcoin wallet, you will need to create one.
- Select ‘Begin Wallet Recovery’ process and wait until your confirmation is required, then copy paste the ‘agreement’ sentence in and select ‘send transaction’ (if you agree).
- Once you have received the Bitcoin, 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.