# When I log in, it says I need to upload a backup file

If you log in and the system asks you to upload a backup file, it means you have not completed your registration process or it was corrupted.

During registration, a backup file is generated for each user, and it must be downloaded and saved in a safe location. Otherwise, you will not be able to access your Stobox 4 account.

> Read more about backup files and the security measures [here>>>](https://docs.stobox.io/helpcentre/getting-started-for-everyone/how-to-create-a-stobox-4-account/how-to-manage-and-verify-backup-files-for-your-stobox-account)

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To regenerate a backup file, please return to [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 process.

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.

{% hint style="warning" %}
**Important**

To avoid permanently losing access to your wallet, during wallet setup:

🚫 Make sure you have a stable internet connection. If your connection is unstable, wait until you are in a place with stable internet before starting.\
🚫 Do NOT refresh, close, or go back on the page\
🚫 Do NOT clear cache before saving your backup file\
🚫 Do NOT minimize the browser window.\
🚫 On mobile: keep the screen active and do not minimize the browser app.

\
​If the process is interrupted, the keys will not be saved to your device, and you will need to recreate the account.
{% endhint %}

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{% 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 %}

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