Understanding what a reset does
Resetting an XPortal hardware device clears local pairing data, device settings, and access credentials stored on the device. It does not erase your blockchain assets, but it removes the local key material needed to sign transactions. Recovery therefore depends on restoring access with your recovery phrase or re-pairing the device with the official XPortal app. If you do not have a valid recovery phrase or backup, stop and contact official support before attempting further resets.
Before you begin
- Confirm you have the recovery phrase created during initial setup. Never share it with anyone or enter it into a website, chat, or email.
- Install or update the official XPortal app from a trusted app store.
- Charge the hardware device and keep it close to your phone.
- Use a stable internet connection and enable Bluetooth or NFC only when required.
- Have your device model and app version ready for support if needed.
Step-by-step XPortal hardware device reset recovery method
1. Verify the device is fully reset
Power on the device and check whether it shows the initial setup or pairing screen. If it still opens an old wallet, perform the official reset process again and wait for confirmation.
2. Open the official XPortal app
Launch the latest version of the app and sign in to your account. If you are locked out, use the official account recovery flow first. Do not use third-party recovery tools.
3. Start hardware device pairing
In the app, go to the hardware device or security section and choose Add device or Pair device. Put the reset XPortal hardware device into pairing mode according to its on-screen instructions. Keep both devices close together.
4. Restore an existing wallet
When prompted, choose Restore existing wallet rather than Create new wallet. Follow the app and device prompts. Enter the recovery phrase only in the approved XPortal app or on the hardware device screen, exactly as instructed. Check word order and spelling carefully.
5. Set new device security
Create a new PIN or passcode, enable biometric unlock if available, and confirm the device name. Write down the new settings securely. Do not store the recovery phrase in screenshots, cloud notes, or email.
6. Re-sync accounts and assets
After restoration, allow the app to sync balances, tokens, and transaction history. If some tokens are missing, add the correct networks or token contracts manually. Verify your wallet address matches the original address before sending funds.
7. Test with a small transaction
Send a small test transaction and confirm it on the hardware device. Check that the receiving address and amount are correct before approving. This validates that the restored device can sign transactions properly.
Troubleshooting common recovery issues
- Device not found: restart Bluetooth or NFC, unpair old entries in phone settings, and retry pairing.
- Recovery phrase rejected: check word order, language, and spelling. Never try random variations after several failures; contact official support.
- App stuck on loading: update the app, clear cache only if official guidance allows it, and retry on a stable network.
- Address does not match: stop sending funds and verify that you restored the correct wallet. Contact official support with non-sensitive details.
Security reminders after recovery
Update firmware, review connected apps and sessions, revoke unrecognized approvals, and keep the recovery phrase offline. A successful XPortal hardware device reset recovery method restores access only when the original recovery phrase is available and handled securely.
When to contact support
Contact official XPortal support if the device will not enter pairing mode, the recovery phrase is lost, the restored address is wrong, or the app repeatedly fails during restoration. Provide device model, app version, and error messages, but never share your recovery phrase or private keys.