I forgot my PIN code. What can I do?

You can reset a PIN code only by providing your SECURITY FILE that was given to you during onboarding. You would have saved it in multiple places, as we suggested.

What happens with this process

• All funds on Parallax are held in self-custodial wallets (in USDC).
• Your PIN and Security File act as keys to protect your funds. More on this here.
• When you recover your PIN, you are not just creating a new PIN - you are also creating a new wallet to store your funds and using this PIN and new Security File to protect this wallet.

Steps to reset

1. Send a request to recover your PIN code here: https://parallaxlabshelp.zendesk.com/hc/en-us/requests/new 
   1. We will first reset your attempts for trying your PIN a couple times so you can try different combinations as usually this solves the problem.
   2. If really not possible, then we will temporarily turn on the PIN reset progress for you. This will turn off after 24 hours or when you tell us you are done with the process.
2. When turned on, you must login to your Parallax app.
3. Clicking your name (bottom left) > Settings > Security > Reset PIN
4. Read the info and acknowledge what you should expect with PIN and balance relocation.
   1. We will not be liable for any information missed.
5. You will have to upload your Security File or input the security words.
   1. You will get an error if the information is wrong. If that is the case, there is nothing we can do.
6. If this information is correct, you will now have to repeat the following:
   1. Create a NEW PIN
   2. Verify your NEW PIN
   3. Download and back up A NEW SECURITY FILE. Do not lose this otherwise you will lose access to your funds. Rename it appropriately.
7. If you have funds in your old wallet, it will take some time for you new balance to be updated.
8. Now you can use your NEW PIN. However, PLEASE KEEP THIS SAFE. Otherwise you will again experience a delay of processing your funds as you will have to go through this process again.
9. Please message us back when done. We will then turn off your PIN recovery process.

Where to find my Security File:

• Your Security File was in a downloadable .txt file

• The filename might be “Parallax Security File”

• You downloaded it during this process:

  

• You may have saved it in a couple secure places, during the steps we suggested.

• The Security File itself looks something like this:

  

• During onboarding, we suggested to save it in multiple, secure places like the following:

  • Cloud storage like Google Drive or Dropbox
  • Password manager like 1Password
  • Emailed to yourself
  • Printed and kept in a deposit box

  

That’s it!