What happens if I lose access to my wallet?
Your wallet recovery options depend on how you originally connected to Mapstone. An external wallet such as MetaMask is recovered differently from a wallet generated through Mapstone’s email or social login.
If you connected an external wallet
If you use MetaMask or another external wallet, access is controlled by that wallet’s private key or Secret Recovery Phrase. Mapstone does not possess or store those credentials and cannot reset or recover the wallet for you.
If you lose your device but still have your recovery credentials, follow the wallet provider’s official recovery instructions to restore the wallet. Always download wallet software from the provider’s official website or app store listing.
If you no longer have access to the wallet and do not have its recovery credentials, Mapstone cannot transfer its NFTs, ETH, WETH, or other assets to a different wallet. Blockchain ownership cannot be reassigned without authorization from the wallet that currently owns the assets.
If you created a wallet using email or social login
If you connected to Mapstone using an email address or supported social login, return to Mapstone, click Connect Wallet, and sign in using the same email address or social account originally used to create the wallet.
For email login, a one-time verification code will be sent to that email address. Entering the code should reconnect you to the same generated wallet. Creating a connection with a different email address or login method may generate a different wallet.
If you have lost access to the email address or social account used for wallet login, recover that account through the email or social provider first. Mapstone cannot bypass their authentication process.
Your Mapstone contact email and your wallet login credentials serve different purposes. Changing the email address in Account Details for notifications does not necessarily change the email or login method used to access an email-generated wallet.
Protecting your wallet
- Never share your private key, Secret Recovery Phrase, password, or one-time login code.
- Mapstone support will never ask you to send these credentials.
- Store external-wallet recovery information securely and offline.
- Verify that you are visiting mapstone.io before connecting your wallet or entering a login code.
- If you believe your wallet has been compromised and you can still access it, transfer your assets to a new secure wallet as soon as possible.
If you can access your wallet but are having trouble connecting it to Mapstone, please submit a support ticket. Support may be able to help diagnose a connection or account-display issue, but cannot recover private keys or reverse blockchain transactions.
