If you've lost access to your access key — for example, because you lost your phone, changed devices, or the access key is no longer available — you can recover your account by following the steps below.
Recovery can also be used when you want to replace your current access key with a new one, for example, when setting up a new device.
Before You Start
- You will need access to the email you used to create your Picnic account.
- The recovery process takes 7 days for security reasons. This period exists so you can cancel the recovery if you didn't initiate it.
- During the 7 days, if you still have access to the current access key, it will continue to work normally.
Step-by-Step
1. Go to the Login Screen
Make sure you are logged out of your account. If you are logged in, log out first.
On the login screen, click "Recover my account".
2. Confirm Your Identity
Enter the email associated with your Picnic account. You will receive a verification code by email. Enter the code to confirm your identity.
3. Register a New Access Key
After confirming your identity, Picnic will prompt you to create a new access key on the device you are using.
Your device will request biometric confirmation (face or fingerprint). This new access key will be linked to your account and will become active after the security period.
4. Wait for the Security Period (7 Days)
After registering the new access key, a 7-day security period begins.
This period is to protect you: if someone tries to recover your account without authorization, you will have a week to detect and cancel the process.
During this period:
- You will receive email notifications informing you about the progress of the recovery.
- If you have access to the old access key, you can cancel the recovery at any time by accessing the Security page in the app.
- Your funds remain secure and are not affected.
5. Complete the Recovery
After the 7 days, you will receive an email informing you that the recovery is ready to be completed.
- Open Picnic and log in with your email.
- Go to the recovery page (you will see a notification on the screen).
- Click "Complete recovery".
- The new access key will be activated and will become the main credential for your account.
Done! Your account is recovered with the new access key.
How to Cancel an Ongoing Recovery
If you started the recovery by mistake, or if you received an email saying a recovery was initiated and it wasn't you, cancel immediately:
- Open Picnic and log in with your current access key.
- Go to Settings → Security.
- You will see a notification about the ongoing recovery.
- Click "Cancel account recovery".
- Confirm the cancellation.
The recovery will be canceled, and your current access key will remain active.
Frequently Asked Questions
Can I speed up the recovery process?
No. The 7-day period is a mandatory security measure and cannot be shortened. It exists to protect against unauthorized access.
Are my funds at risk during recovery?
No. Your funds remain secure on the blockchain throughout the process. No transactions can occur without a valid access key.
What if I change phones and my access key syncs automatically?
If your access key synced via iCloud (Apple) or Google Password Manager (Android), you don't need to recover. Just log in normally on the new device.
Do I need recovery if I use the same Apple/Google account on the new phone?
In most cases, no. If your platform's password manager synced the access key, it will be available automatically. Recovery is only necessary when the access key is no longer accessible on any device.
What happens if someone initiates recovery without my authorization?
You will receive daily emails and push notifications informing you that a recovery has been initiated. If it wasn't you, log into Picnic with your current access key and cancel the recovery immediately. You have 7 days to do this.
If you have questions or need help, contact support within the app or send an email to oi@usepicnic.com.