# Help me download the backup file

Unfortunately, we can't help you with that.

The backup file is part of the private key. It is linked specifically to your physical device, your browser, and even your specific profile in the browser.

No one except you can generate and download it, so it works for you on your device.

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#### Our recommendation

Try logging in with a different browser or on a different device.

You should see the wallet generating or a backup generation page. Be sure to download it this time.

[Step 5](https://docs.stobox.io/helpcentre/getting-started-for-everyone/how-to-create-a-stobox-4-account#step-5.-backup-your-wallet) of the registration guidelines can be helpful.

If you register on a mobile device, be sure to check the specific points for [Android](https://docs.stobox.io/helpcentre/getting-started-for-everyone/how-to-create-a-stobox-4-account/stobox-4-android-onboarding-guide) and [iOS](https://docs.stobox.io/helpcentre/getting-started-for-everyone/how-to-create-a-stobox-4-account/stobox-4-ios-onboarding-guide) devices.

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Still having trouble? [Contact us directly](/helpcentre/help-centre/contact-support.md).

We do not offer support on Telegram, WhatsApp, X (formerly Twitter), or similar platforms either. If someone reaches out to you via those channels and offers help in DM, they are scammers.
{% endhint %}

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