BitPay Customer FAQ

The BitPay wallet's seed phrase should continue to work after any updates, as it is a universal key to your wallet across all devices and updates. However, if you're experiencing difficulties, make sure you're entering the phrase correctly. Also, consider possible typos, extra spaces, or case sensitivity issues. If the problem persists, we're unable to provide direct wallet recovery. As a self-custody wallet, BitPay doesn't keep or have access to your funds or your private keys. It's very crucial to ensure you keep your recovery phrase safe for situations like this, as it's your only method for recovery in case of issues with the app or device.

We're sorry to hear that you're experiencing issues with your seed phrase after an update. BitPay encrypts your recovery phrase on your device, so they would not be able to access or retrieve it. If it's not working, ensure you're entering the correct phrase without any typos or extra spaces. Also, keep in mind that it's case-sensitive. If you're sure the phrase is correct, try uninstalling and reinstalling the app, then restoring your wallet with the seed phrase.

We're sorry to hear that you're experiencing issues with your payment. If your payment is marked as "Complete" in your BitPay account, but you haven't received the funds, it could be due to a delay in the blockchain network or your wallet provider. These delays are usually resolved in a few hours. However, if the problem persists, please check if your wallet provider has any ongoing issues. If everything seems to be in order, but your funds are still not reflecting in your account, it's likely to be an issue specific to your transaction and will require investigation by BitPay. Please remember that BitPay's customer support is always available to assist you.