I bought a new phone and when I enter the account recovery phrase and password it tells me it is incorrect, is there any way I can contact someone at copay to help me log on?

closed as off-topic by Gopoi, Andrew Chow May 21 at 18:12

This question appears to be off-topic. The users who voted to close gave this specific reason:

  • "Questions seeking help for restoring user accounts or other matters concerning your customer relationship with a company should be directed at the respective customer service. Please understand that we have no insights into such matters and therefore consider them as off-topic." – Gopoi, Andrew Chow
If this question can be reworded to fit the rules in the help center, please edit the question.

  • You can try opening an issue here: github.com/bitpay/copay/issues. However, if your recovery information is noted down incorrectly, there is little anyone can do to help you – Raghav Sood May 16 at 8:34

Official BitPay/Copay support can be reached here: https://help.bitpay.com/requestHelp

Below are a few tips you can try to make the 12 word recovery phrase work:

  • Are you sure that the recovery phrase was written in the correct order?

  • Did you use all lowercase letters and no punctuation?

  • Did you add a password to your recovery phrase?

  • Do you have the QR code or text/file backup?

  • Did you separate each word with a single space (no commas or any other punctuation)?

Please also ensure that your words are all contained in the following list of possible words: https://github.com/bitcoin/bips/blob/master/bip-0039/english.txt

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