# I lost access to my account, but I have a backup file

Sorry to hear you lost access to your account. But we're happy that you have your valid backup with you.

You may have access to your account on another physical device and/or browser, and those would have their own backup file

***

#### If you don't have any other device/browser connected to your original account but have a valid backup file,

1. On the available device, go to <https://stobox4.io/>.
2. Enter your email and password or connect your Google Account.
3. You will see the **Connect a new device** screen.

<figure><img src="/files/uTpjxWEZQImQVRNIG0df" alt=""><figcaption></figcaption></figure>

4. Click the **Restore from backup** link under the big button.

<figure><img src="/files/5bxGoWZaUUR8PhfNFQ0x" alt=""><figcaption></figcaption></figure>

5. You will get to the backup file upload page. **Upload your valid backup** here.\
   \&#xNAN;*Wait for the system to check it.*

{% hint style="danger" %}
If you see any errors that may mean your backup file is not valid.

Contact our support team to check the passphrase ID for your valid backup using the details below on this page.
{% endhint %}

<div><figure><img src="/files/S4HJG7LaBRx2cY9SNu7R" alt=""><figcaption></figcaption></figure> <figure><img src="/files/ASnMxUgMZ8M7OFWWN2b0" alt=""><figcaption></figcaption></figure></div>

6. You will see the backup generation screen. Click the **Generate backup file** button.

<figure><img src="/files/iNUeMv9yYBELDcG1EnSe" alt=""><figcaption></figcaption></figure>

7. Once generated, click the button to **download the file** in Step 1 of the backup verification page.

{% hint style="warning" %}
See the important information about securing it.&#x20;
{% endhint %}

<figure><img src="/files/C30OEOxXqhhVsjMFJ7fd" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/5bBvE8a99pAHKBER66YT" alt=""><figcaption></figcaption></figure>

8. Then, in Step 2, confirm the backup file was received by either **uploading it back** or **dragging and dropping it into the box**.

<figure><img src="/files/C30OEOxXqhhVsjMFJ7fd" alt=""><figcaption></figcaption></figure>

{% hint style="success" %}
Done! You have recovered access to your account and funds!
{% endhint %}

{% hint style="warning" %}
Be sure to copy the newly created backup file to a few safe locations, including other devices and cloud storage.
{% endhint %}

<figure><img src="/files/nagf24IzqChbS5I5G7Ow" alt=""><figcaption></figcaption></figure>

***

{% hint style="info" %}
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 %}

***

{% columns %}
{% column %} <a href="/pages/THGz6lGfU7rmK1qg92Lw" class="button primary" data-icon="arrow-u-turn-up-left">Back</a>
{% endcolumn %}

{% column %}

{% endcolumn %}

{% column %} <a href="/pages/YnnskQ6x4WIXBTlrYNUx" class="button primary" data-icon="arrow-u-turn-up-left">Troubleshooting</a>
{% endcolumn %}
{% endcolumns %}


---

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