FAQ

Someone Claims to Be Official Support and Asks for My Recovery Phrase — What Now?

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Overview: What should you do when someone claiming to be Ledger support asks for your recovery phrase?

Key takeaway: Any request for your recovery phrase or PIN is a scam — the private key is generated and used only inside the device.

Points / steps:

  1. Refuse any support request for the recovery phrase or PIN, no matter who it claims to be.
  2. Only contact official support via the ticket system on the official site or inside the app.
  3. Save the chat history as evidence and to deter repeat approaches.
  4. If you must, rotate the recovery phrase and migrate assets as a precaution.
  5. Report screenshots of the scam to Ledger and the host platform.

Safety reminder: Never enter your recovery phrase or PIN into software or websites; trust only the domain ledger.com and official apps, and if anything looks suspicious, stop immediately, disconnect, and migrate assets with a new recovery phrase.

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