First, work out where you stand

What you have Go to
You have your recovery phrase Case 1 (whether or not you still have your old phone)
You don't have your recovery phrase, but your old phone is still paired with your card Case 2

Case 1: You have your card, your recovery phrase, but not your pairing password

Because you have your recovery phrase, you can restore your wallet in full even without the pairing password, and your assets are unaffected. The steps are the same whether or not you still have your old phone.

1. Reset the card

Install and open the CoolWallet App on your new phone, then select I already have a card → CoolWallet Go → Restore Wallet → Import Recovery Phrase → Tap Card. A Card Setup Error message will appear, telling you the card already holds a private key. Tap Reset Card and follow the prompts to complete the reset.

⚠️ Important

Before resetting the card, make absolutely sure you have your recovery phrase. If you don't have it, do not reset the card.

2. Set a new pairing password

Once the reset is complete, tap your Go card again, then continue to create a new pairing password.

Make a record of your new pairing password and keep it somewhere safe that you'll be able to find years from now. Memory alone is easy to lose, so we recommend keeping a backup.

3. Enter your recovery phrase to restore the wallet

Take out your recovery phrase and enter the words in the correct order as the app guides you. Your wallet will then be restored.

4. Set up your backup card again

Once your wallet is restored, go to Settings → Card Settings → Add Backup Card and tap your original backup card. The Card Setup Error message will appear again — tap Reset Card and follow the prompts to set the card up as the backup card for this wallet.

⚠️ Don't skip this step

Until you do this, your backup card is still set up the old way, using your old pairing password, and cannot serve as the backup for this wallet.

Case 2: You have your old phone and your card, but no recovery phrase and no pairing password

If you've forgotten your pairing password and don't have a recovery phrase, your assets are still under your control as long as your Go card is still paired with your old phone. Here's how to sort it out.

We'd suggest doing this sooner rather than later. The process needs your old phone to be able to connect to your card, so if that phone is damaged, lost or already reset, your options become more limited.

1. Move your assets out

Open the CoolWallet App on your old phone and move every asset in the wallet to the CoolWallet hot wallet or an exchange for temporary safekeeping.

  • If you have any staked assets, unstake them first and move them once they're back in your wallet. Staked assets are tied to your current wallet address and won't carry over to the new wallet. Some blockchains take days or weeks to unlock, so allow time for this.
  • Transfers need blockchain fees, so keep enough of each chain's native token (for example, ETH on Ethereum). We suggest moving your tokens first and the native token last, so you don't run out of gas partway through.

⚠️ Important

Don't reset your card or your old phone until every asset has been moved.

2. Check the wallet is empty

Once your assets are safely parked, go back to your Go wallet and check the balance on every chain, including all tokens and NFTs. Anything left behind cannot be recovered after the card is reset, so make sure everything has been moved before you continue.

3. Reset your Go cards

With the wallet confirmed empty, you can reset your CoolWallet Go cards to clear the old wallet data.

Reset the backup card first, then the main card.

4. Pair with your new phone

On your new phone, install and open the CoolWallet App, then select I already have a card → CoolWallet Go → Create Wallet, and tap both cards to pair them again.

5. Set a new pairing password

Make a record of your new pairing password and keep it somewhere safe that you'll be able to find years from now. Memory alone is easy to lose, so we recommend keeping a backup.

6. Move your assets back

Once the new wallet is set up, move the assets you parked in the hot wallet or exchange back to your new CoolWallet Go address.