If you have forgotten your BitBox device password, you can regain access by resetting the device and restoring your existing wallet from its backup. You do not need the old device password for restoration, but you do need the correct wallet backup and the exact optional passphrase if you used one.

A reset erases the wallet data on the BitBox. It does not transfer your coins or recover a missing backup. Before entering more passwords, check the requirements below: failed attempts count toward an automatic reset.

If you still know your current device password and only want to replace it, follow change your device password instead.

Before you reset

Make sure you can restore the wallet currently on this BitBox. You need:

• The correct wallet backup: a microSD card containing that wallet's backup, or its complete recovery words in the original order. Having a card alone does not establish that it contains the right backup. If you have not previously checked the backup or cannot identify which wallet it belongs to, stop and contact Support before resetting.
• The exact optional passphrase, if used: this is separate from the device password and is not included in the microSD backup or recovery words. Resetting the device cannot recover or replace it. Without it, the backup alone cannot reopen the passphrase-protected wallet.

You cannot use the locked BitBox to create or verify a backup without unlocking it. Do not reset it as a way to check whether a backup works. Keep your existing backups unchanged, and never enter recovery words or an optional passphrase into the BitBoxApp, a website, a chat or a support form. Enter them only on the BitBox itself.

Reset the locked BitBox

Continue only after checking the recovery requirements above. These instructions use the BitBoxApp on a computer with the BitBox connected by USB.

The BitBox automatically resets after ten failed device-password attempts. Earlier failed attempts count toward this limit, so fewer than ten more entries may be needed. Follow the remaining-attempt warnings on the device.

1. Open the BitBoxApp and connect the locked BitBox to your computer by USB.
2. When the BitBox asks for the device password, deliberately enter an incorrect password using the device's touch controls and confirm it. An unsuccessful attempt normally shows Wrong password; subsequent prompts warn how many attempts remain.
3. Repeat the incorrect entry until the attempt limit is reached. The final failed attempt triggers the reset, erasing the device's wallet data. Keep the BitBox connected while it resets and restarts.
4. Once the app returns to wallet setup, continue with restoration below. If setup does not become available or an error persists after restarting, stop and contact Support with the error text.

Restore your existing wallet and set a new password

Choose restoration of the existing wallet, rather than creating a new wallet. A new wallet would have different keys and would not restore access to your existing funds.

• microSD backup: follow restore your BitBox from a microSD backup. Use the backup belonging to the wallet you want to recover.
• Recovery words: follow restore your wallet using recovery words. Enter the words on the BitBox, never on the computer.

The restoration flow lets you set a new device password. It can differ from the forgotten password without changing the restored wallet.

If the original wallet used an optional passphrase, re-enable the feature and enter that same passphrase exactly on the BitBox, including capitalization, spaces and symbols. Follow the optional-passphrase guide for the full procedure. A different passphrase opens a different wallet without a wrong-passphrase error.

Check that access is restored

Wait for the relevant accounts to finish synchronizing, then check that the expected accounts and transaction history appear. If you previously used additional accounts, you may need to add them again. An empty account or a completed setup screen alone does not confirm successful recovery.

Recovery is complete when you can unlock the BitBox with the new device password, open the intended wallet with any required original passphrase, and see its expected account history after synchronization. Keep the wallet backup secure and offline, with any optional passphrase backed up separately.

If the expected wallet does not appear, stop before sending or receiving funds. Recheck which backup and optional passphrase you used, and follow the troubleshooting section of the relevant restoration guide. Do not overwrite your backup or repeat the reset to try to fix an unexpected balance.

If you need help

Contact BitBox Support before resetting if you are unsure about the recovery requirements, or if you cannot complete restoration. Include your BitBox model, computer operating system, BitBoxApp and firmware versions if known, the step where you are stuck and the exact error text.

Never send recovery words, backup files, an optional passphrase, passwords or screenshots containing them. Support can help you assess the next step, but cannot recreate missing recovery information or access your wallet for you.