CUSTOMER SUPPORT

Lost funds? Here’s what you can do

One of the main responsibilities of owning a self-custodial wallet like MetaMask is that you alone manage the keys to that wallet. Unfortunately, even though this is a powerful proposition, there are a lot of bad actors out there trying to scam or phish self-custodial wallets, and thereby steal assets from their owners.

If you’ve been a victim of these malicious attacks, there may be a way to recover your funds.

MetaMask has partnered with Asset Reality to enhance customer support by providing direct access to a third-party who can investigate, track, trace, and potentially attempt to recover funds. Even if the amount you have lost is relatively small, Asset Reality can still incorporate your case data into wider investigations that can result in a positive outcome over time, and bring the individuals that stole from you to justice. Asset Reality can provide users who have been victimized with the assistance they need to navigate a very difficult and stressful situation.

Fill out fund loss support form

How fund recovery works

If you believe you were a victim of cryptocurrency fraud, you can fill out this form to get in touch.

Once you have filled out the form, Asset Reality will investigate the theft and, if possible, provide you with a range of recovery strategies. Their experienced team of crypto investigators and asset recovery specialists have designed an end-to-end solution that incorporates blockchain analytics, open source investigation and access to legal recovery routes all under one managed process. This initial investigation is free to affected MetaMask users. Users who choose to proceed with a higher-level individual legal process with Asset Reality will be responsible for the costs of that recovery process.

MetaMask and Asset Reality will NEVER ask you for your Secret Recovery Phrase. If you’re being asked to share this information, you are interacting with bad actors who are trying to access your wallet.

What to expect

While there’s no guarantee of getting your funds back after your wallet has been compromised, providing Asset Reality with the details of your situation can contribute to the success of wider investigations and thus improve yours and others’ chances of recovery.

Here’s what to expect and what you need to get the process started:

If you believe you’ve been subject to cryptocurrency theft, please take the following steps:

1. Contact MetaMask Support using the ‘Start a Conversation’ button on our Support page.
2. MetaMask Support will ask for more details about how your assets were compromised, capture any relevant information with regards to the theft, and provide you with safety tips and next steps for your wallet.
3. You will then be directed to Asset Reality's form, which will ask you for relevant information regarding your situation. Filling this form out will generate additional emails that include safety tips and information for you to follow.
4. Asset Reality will review the information you provide and take over communication from this point on, providing regular updates about the information they are gathering and your investigation.

The investigation’s duration and chances of success will vary per case.

Only interact with the form that is provided to you directly from the MetaMask Support team.

Information you need to fill out the form:

• Email address
• Public address(es)
• Transaction hash/ID
• Specific answers to the scenario in question

Want to know how to keep your wallet safe? Read our safety and security tips for MetaMask.