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If cryptocurrency has disappeared from your wallet, act quickly: secure any account that may still be accessible, save the transaction and contact evidence, and report the incident. Contact an exchange only through its official app or website reached independently, and never share a recovery phrase with someone claiming they can help. For U.S. victims, the FBI says to report the incident to the Internet Crime Complaint Center (IC3) promptly—even if some transaction details are missing.
First, protect anything that may still be secure
Consider the incident both a security breach and a possible crime. Do not reply to unexpected calls, texts, emails, or social messages claiming to be exchange support. The FBI warns that scammers impersonate cryptocurrency exchanges to steal credentials. Open the provider’s official app or type its known website address yourself, then follow its account-compromise instructions: FBI warning about cryptocurrency exchange impersonators.
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- If an exchange account may be compromised, report it through the provider’s independently verified support channel. Follow its instructions to secure the account and related access.
- If an email account, phone number, or other account tied to the wallet may also be compromised, secure those accounts through their official channels.
- Do not send anyone a password, one-time verification code, private key, or recovery phrase. Do not click links or install software provided by an unsolicited helper.
Identify what kind of wallet was affected
The next steps depend on who controls access to the funds. An exchange account and a self-custody wallet are different situations: an exchange may have internal processes for restricting account access, while a self-custody wallet is controlled through its keys or recovery phrase.
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Repair Windows errors before they cause bigger problemsFix Now →Scan for outdated or missing drivers - takes under a minuteDriver Scan →Clear out junk files and repair common Windows errorsFree Scan →| Situation | Who controls access | Where to turn |
|---|---|---|
| Exchange or custodial account | The exchange or custodian manages the account and its access controls. | Contact the provider using its official app or website reached independently, and report suspected compromise. |
| Self-custody wallet or exposed recovery phrase | The wallet holder controls the keys; anyone with the recovery phrase may be able to control the wallet. | Use the wallet provider’s official documentation for instructions specific to that wallet and network. Do not give the phrase to a purported recovery agent. |
If an exchange account was compromised
Use the exchange’s official incident or support process rather than a phone number, link, or account supplied by someone who contacted you. The FBI notes that an exchange may freeze an account according to its internal processes or legal process; contacting it is important, but it does not guarantee a freeze or recovery.
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If a self-custody wallet or recovery phrase was compromised
A recovery phrase is a secret that can grant control of a wallet. Coinbase’s guidance, for example, says not to share or enter its wallet recovery phrase on a website and says Coinbase cannot access the phrase or move funds on a user’s behalf. That is Coinbase-specific guidance, not a universal procedure for every wallet. Consult the official documentation for your own wallet and network; do not assume that a generic recovery step applies.
Coinbase Wallet recovery phrase guidance
Preserve the information investigators and providers may need
Make a dated record and keep copies of relevant messages, screenshots, and account notices. Do not publish secret credentials or a recovery phrase. The FBI asks victims to provide as much transaction information as possible and says to file even when some details are unavailable: FBI Guidance for Cryptocurrency Scam Victims.
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- Cryptocurrency or token involved, amount, and the wallet or exchange used.
- Sending and receiving addresses, transaction hash, and transaction date and time.
- How the suspected thief first contacted you, plus related website domains, apps, phone numbers, usernames, email addresses, texts, and social profiles.
- Relevant screenshots, communications, provider notices, account changes, and a concise timeline of events.
- Any two-factor codes or account changes that may help explain the compromise; provide these to investigators or the provider through their official channels, not to unsolicited contacts.
Report the theft
If you are in the United States, submit a complaint to the FBI’s Internet Crime Complaint Center at IC3. You can also contact a local FBI field office. Include the transaction and contact details you have; do not delay a report just because you are missing some information. The FBI’s 2023 guidance says, “Do not wait.” Reporting does not guarantee that funds will be recovered.
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Outside the United States, identify the appropriate local law-enforcement and consumer-protection reporting channels. The reporting directions here are U.S.-specific.
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Watch for recovery scams
After a theft, someone may claim to be a recovery agent, investigator, lawyer, or official who can retrieve the funds. Treat unsolicited promises of recovery as a warning sign, especially if the person demands an upfront fee, more payments, identity details, or financial information. The FTC advises consumers not to pay people who contact them offering to recover lost money: FTC warning about paying for crypto recovery help.
The FBI says private recovery companies cannot issue seizure orders. It reported that victims exploited by fictitious law firms offering cryptocurrency recovery lost over $9.9 million from February 2023 through February 2024; this figure concerns reported secondary exploitation, not all cryptocurrency theft: FBI warning about fictitious law firms targeting crypto scam victims.
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What recovery can realistically depend on
There is no basis to promise that stolen funds can be returned. Whether a provider can restrict an account or authorities can pursue funds depends on the circumstances, timing, provider processes, legal process, jurisdiction, and the relevant network. The guidance cited here does not establish a general way to reverse a completed on-chain transfer or a universal recovery method. Report promptly, preserve records, and avoid anyone guaranteeing a result.
For a particular wallet incident, follow its provider’s official instructions. The FBI has also issued warnings about a specific NFT airdrop scam targeting users of non-custodial wallets on the Hedera network; that scenario-specific alert is not a general wallet recovery procedure: FBI alert about a Hedera non-custodial wallet scam.
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