Choose the scenario that matches what you still have. Read the recovery checklist before deleting a wallet, cloud backup or pairing.

Phone Lost, Passport Prime Still Available

Keep Passport Prime and its Keycards secure. Your Master Key stays on Passport Prime, so losing the phone does not mean you need to erase it.

For the separate Envoy mobile wallet, follow Magic Recovery or restore its own seed words. On the replacement phone, reconnect Passport Prime to Envoy , then check the backup status under Settings > Backups on Passport Prime. If the part stored by Envoy is not available on the new phone, make sure you still have two working Keycards from your Magic Backup.

Passport Prime Lost or Damaged

Recover onto trusted replacement hardware using your Master Key backup. A Magic Backup can be restored with one Keycard plus the part stored by Envoy. If that part is not available, you need two Keycards from the same backup set.

A complete recovery also needs a matching Magic Backup of your app data, your wallet passphrases and separate copies of your Files. Restoring a local Settings & Data backup file is not available yet on KeyOS 1.4.x. See Passport Prime Backups .

One Keycard Lost or Unreadable

You need two different parts from the same backup set. For a Magic Backup, the remaining Keycard plus the part stored by Envoy is enough. Do not mix Keycards from different backup sets.

While Passport Prime still works, use Verify Keycards to check what you have, and consider writing down your seed words as an extra backup. To replace the lost card, create a new set with Back Up to Keycards . With Magic Backups on, this replaces the part stored by Envoy and writes two new Keycards, so your old Keycards will no longer work with Envoy. Verify the new set before putting it away.

Cloud Account Unavailable

The two Keycards from your Magic Backup can restore your Master Key without the part stored by Envoy. Your app data backup is a separate requirement. For Envoy's mobile wallet, use its own seed words if Magic Recovery cannot reach the original cloud backup.

Do not assume a new cloud account contains your old recovery material. If you do not have enough parts or seed words, contact support to understand your options. Foundation cannot rebuild a missing Master Key part for you.

Switching Between iOS and Android

Envoy Magic Recovery does not work across the two platforms. If both phones are available, follow Changing Phones in a private location. If the old phone is not available, restore Envoy's mobile wallet from its seed words.

Moving Envoy's mobile wallet this way may not move the Passport Prime part stored by Envoy. Keep two verified Keycards, and check Passport Prime's backup status after reconnecting. Contact support before deleting the old phone's backup if you are unsure which parts you still have.

Suspected Theft or Compromise

Use official support channels. If a device shows a tamper warning or fails its Security Check, do not restore valuable secrets onto it until the cause is understood. Anyone with a complete seed backup, a wallet passphrase and the wallet details, or enough backup parts, may be able to access the wallet.

Never give anyone, including support or an unsolicited caller, your seed words, SeedQR, PIN or password. Describe the warning and what happened, and keep the device and your existing backups while you get advice.