If the Secret Recovery Phrase is not working for Core extension or Core mobile on Android and iOS, here are some troubleshooting steps that can be taken:
Ensure that the words in the Secret Recovery Phrase are properly entered in the correct order.
The Secret Recovery Phrase is case-sensitive. Each word should be entered lowercase, in English, with one space between each word. Be careful when copying and pasting by making sure there are no additional spaces at the beginning or end of the phrase being entered into the Recovery Phrase field.
Check the keyboard to make sure that the keys entered match the letters to the Secret Recovery Phrase. In some instances, based on geographic regions, the keyboard may input a different key or variation of the letter than what is intended.
Verify the words written down are all found in the master word bank used for generating recovery phrases: https://github.com/bitcoin/bips/blob/master/bip-0039/english.txt
If none of these steps resolve the issue, then the Secret Recovery Phrase may have been saved incorrectly. If it is not working, it is impossible for the Ava Labs Team to help a user gain access to the wallet. We do not possess the ability to access individual wallets or reverse any transactions on the blockchain.
For any additional questions, please view our other knowledge base articles or contact a support team member via the chat button. Examples are for illustrative purposes only.
Related Articles
Core extension: How do I log in, out, and reset/erase?
Core extension: How do I use an existing MetaMask wallet?
What is a "Secret Recovery Phrase?"
How to transition from using the Avalanche® Wallet to Core web.
Core mobile: How do I view my recovery phrase?
