What we can and can't do
Your recovery phrase is created on your device and never sent to BTOKEN, so we can't look it up, reset it or recreate it.
Anyone who says they can “recover” your phrase or wallet for a fee is running a scam.
If you can still open your wallet
Create a new wallet, write the new recovery phrase on paper and keep it offline, then move your funds to it straight away.
If you think someone else has it
Move your funds to a new wallet from a device you trust as fast as you can, then open a case with the topic “Wallet access & recovery”. Never paste your phrase into the case.