If you're having trouble accessing your Cash account after restoring your wallet, switching devices, or if your wallet or card details were compromised, find your situation in this article.
My recovery phrase was compromised
If your recovery phrase was exposed, anyone who has it can access your entire Phantom wallet.
Contact Phantom Support as soon as possible, in parallel with all of the following steps:
- Move your funds. Create a new Phantom wallet and transfer all assets from your Cash account and main Phantom wallet balance as quickly as possible. See Move funds to a new Phantom wallet when you need to start over.
- Delete your Link account. If you completed identity verification (KYC), go to app.link.com/settings and delete your account. This severs the connection between your compromised wallet and your external financial accounts.
- Contact your bank. If you completed identity verification (KYC), report any unauthorized charges directly to your bank. They can initiate disputes, freeze your account, or issue replacement cards if needed. Phantom Support cannot intervene with third-party financial providers on your behalf.
-
Delete or reset the compromised wallet. Once your funds are secure and your Link account has been closed:
- Wallets created with a Google or Apple account: use the Delete Wallet flow in the app. If Delete Wallet is not available, go to Settings → Security & Privacy → Reset App.
- Wallets created with a recovery phrase: go to Settings → Security & Privacy → Reset App.
- Set up a new Cash account. After moving to your new wallet, you can re-enroll in Cash. If you use offchain Cash features (US only, except NY) such as bank deposits, withdrawals, or the debit card, complete identity verification using a different email address than the one associated with your compromised account.
Warning: Phantom Support cannot revoke, reset, or replace a Secret Recovery Phrase. If it is compromised, your wallet and funds are no longer secure.
I lost access to my device
Sign in on another mobile device using the same credentials you used to set up your wallet.
- Wallets created with a Google or Apple account: Download Phantom, then sign in to the same account on the new device.
- Wallets created with a Secret Recovery Phrase: Import your phrase on the new device.
This will restore your Cash account on the new device. For step-by-step instructions, see Restore your Phantom wallet.
I can't see my Cash account after restoring my wallet
Your Cash account is tied to your Phantom profile. If you sign in with the same Google or Apple account, or import the same recovery phrase, your Cash account will appear. If it doesn't, you're likely using different credentials than the ones used to create the account.
I can't swap or transfer with my Cash account
If you can see your Cash balance but can't swap or transfer, your funds are safe. This issue happens when the same wallet has been imported using different credentials or across multiple devices. Cash links your balance to the credential used when the account was created, and prioritizes credentials in this order when multiple are present:
- Google or Apple account
- Secret Recovery Phrase
- Private key
To resolve this, follow these steps in order. Do not switch profiles between steps.
- Import the credential using the method your Cash balance is visible under.
- Into that same wallet profile, import your other credentials (recovery phrase, private key, or both), including any recovery phrase used since you first set up your Cash account.
- After adding each credential, test swapping or transferring before moving on.
If the issue persists, contact Phantom Support.
My Phantom debit card details were compromised
If you see unfamiliar charges on your debit card but your wallet balances, swap history, and on-ramp history all look normal, your card details may have been compromised.
Take these steps immediately:
- Freeze your card. On the Home tab, tap Cash, tap your card, then tap Freeze Card.
- Contact Phantom Support. We'll arrange a card reissuance for you.
- Dispute any unauthorized charges directly with Galileo, our card processor. Call the number in the card details section in Apple Pay, Google Pay, or the Phantom app. Phantom Support cannot file disputes on your behalf.