In the unfortunate event that your mobile phone is either lost or stolen, it is crucial that you notify us as soon as possible. Prompt communication is key to ensuring the security of your account. While it is true that someone would need to know your phone's unlock passcode in order to gain access to your account, we understand that there may be circumstances where this information could be compromised. To protect your funds and personal information, we offer the option to lock your account. This precautionary measure will help safeguard your assets until you are able to resolve the situation. To initiate this process, please contact us via email at help@bitpandacustody.com. Our team is ready to assist you in locking your account and ensuring your security.
After you have acquired a new device, the next step is to install the relevant application. Once the app is installed, you will need to enter your existing email address associated with your account. The application is designed to facilitate a seamless transition, and it will guide you through the necessary steps to regain access to your account. Rest assured, the app will handle the rest of the setup process, allowing you to quickly return to managing your account with ease. We will need a video call to confirm your identity and to capture your new device' public key. We will then update the policy on the account to accept this new device key and you will be up and running!