FAQs
Answers to common questions about wallet access support, safety, privacy, and recovery expectations.
Before you get started.
Will you need my seed phrase or private key?
Do not send your full seed phrase, private key, wallet password, or remote access credentials through a contact form or email. A legitimate initial assessment should begin with non-sensitive details. Ask any provider to explain its security process before sharing files or information.
Can every wallet be recovered?
No. Recovery depends on the wallet software, encryption, the data available, and the quality of remembered clues. Be wary of anyone guaranteeing success before reviewing the situation.
How much does it cost?
Fees and payment terms should be explained in writing before work begins. This demo website does not publish a verified price list; contact Solace to discuss scope and request written terms before authorizing work.
How long does recovery take?
Time varies significantly depending on the technical situation. A provider should explain its expected timeline and how progress will be communicated after reviewing the case.
How can I protect myself from recovery scams?
Never disclose your seed phrase to someone who contacts you unexpectedly. Verify a provider independently, avoid upfront payments you do not understand, and do not install remote-access software at a stranger's request.
Details that can help you decide.
These general answers are intended to help you ask informed questions. They are not a guarantee that any particular wallet can be recovered.
What information is safe to include in an initial message?
Start with the wallet or platform name, the type of access problem, approximate dates, and the kinds of devices or backups you still have. Do not include seed words, private keys, passwords, authentication codes, account recovery codes, or unredacted screenshots that reveal confidential data.
Should I send a wallet file or backup immediately?
No. First ask why the file is needed, how it will be transferred, who can access it, how it will be stored, and when it will be deleted. A wallet file may contain sensitive information. Keep an untouched original and do not send files until you understand and accept the proposed handling process.
What should I do if an old hard drive may contain my wallet?
Avoid unnecessary use of the drive and do not install tools or save new files to it if the data may be fragile. If the drive is failing or contains the only copy, consider qualified data-recovery advice before attempting repairs. Preserve other backups as well.
Can you guarantee that funds will be recovered?
No responsible assessment should promise that in advance. Encryption, missing data, device damage, wallet design, and unknown passwords can make access impossible. Be cautious of guaranteed outcomes, pressure tactics, and claims that a fee will certainly unlock funds.
How should I evaluate a provider before paying?
Verify its identity and contact details independently. Request written scope, total costs, refund terms if applicable, privacy and data-retention practices, expected timeline, and clear limits. Do not pay under pressure or follow payment instructions sent unexpectedly.
What if the wallet belonged to a family member who passed away?
Keep relevant records and devices safe, and confirm that you have the legal authority needed to manage the assets. Estate, probate, and inheritance rules vary by jurisdiction; consider qualified legal advice where appropriate. Do not share confidential wallet credentials in an initial enquiry.
Does the Security Check page scan my device or contact anyone?
The checklist uses the choices you make in your browser to display general guidance. It is not a device scan, wallet scan, or provider verification service, and the page states that the answers are processed locally rather than submitted.
What if I think I have already been scammed?
Stop communicating through suspicious links, preserve messages and transaction records, and do not pay additional “release” or “recovery” fees. Secure related email and accounts from a trusted device, contact the relevant exchange or platform through official channels, and consider reporting the incident to the appropriate authorities.
Still have questions?
Send a general description through the contact page. Please leave passwords, seed phrases, private keys, and other confidential credentials out of your message.