Frequently Asked Questions

Which wallets do you support?

See our Wallets page for the exhaustive list!

How do I kick the process off?

See our contact us page.

How many customers have you had?

Well into the thousands!

My wallet file is corrupt. Can you help?

Yes, in certain circumstances we can recover information from damaged wallet files.

How can I trust you with my wallet?

If you send us your wallet, and we decrypt the password, then it would be possible for us to steal the money that the wallet holds (we won’t, but you can’t be sure of that).
Our answer is that we run a sustainable business, which has been in operation continuously from 2013 through now (2020). We have helped customers numbering in the thousands, and pride ourselves on our honesty. Please see our testimonials page.

How does payment work?

You can pay in Bitcoins, Ether or other coins, typically from the funds in the recovered wallet. Just send us the wallet details, and we’ll try our best to decrypt it. Generally, we ask for a fee of 20% of the value of the wallet, but this is payable ONLY if we succeed in decrypting your wallet and returning your funds to you

Do I need to trust you with the full wallet?

Normally, yes. However, for Bitcoin Core/Bitcoin-Qt/Litecoin Core, etc. wallets, you can send limited information. Refer to this page for details.

How much computing resource will you throw at my wallet?

That is entirely at our discretion. It depends on the value of your wallet, the quality of the password information, and subjective factors affecting the likelihood of a solve.

What does your fee apply to?

Normally, our fee applies to all the value contained in the wallet which is unlocked by the password we find. This may include more than one coin, tokens and forked coins.

Which wallets won’t you work on?

Generally we refuse to work on wallets which are in the public domain.
Also, we will refuse any wallet which we have reason to suspect is not owned by the person who contacts us (or someone closely related to that person).

When do you give up?

Mostly, we don’t! We have solved a number of wallets after a very long time (5 years) as our software, hardware and processes have improved. We often go back and work on old wallets again. Some of our testimonials refer to this long delay (e.g. Jur, werwohl, Liquid00...).
You should ensure the email address you use remains current if you have sent us a wallet which we have not solved…. yet!

Do you have a public bitcoin address for donations/payments?

Yes, our Bitcoin address for payments is 38TncSLgyXjtuKs8Xj9UB7CvECxLXhRBV7

We can provide addresses for other coins, as required.