Crypto wallet app not working on your new phone? Start here

If your crypto wallet app is not working on your new phone, stop and identify which app is failing first. A self-custody wallet, an exchange app and an authenticator app all recover in different ways, and the safest fix depends on which one you use.

For most South African first-time buyers, the biggest mistakes are moving the SIM too early, wiping the old phone too soon, or trusting a fake support message. If you still have your old phone, keep it charged, on Wi-Fi and untouched until the new phone is fully working.

Work out which app is actually broken

"Wallet app not working" can mean very different things. The app may not open, your login may fail, your 6-digit code may be wrong, or your balance may not appear after setup.

• Self-custody wallet: You control the recovery phrase or private keys. Recovery usually depends on that phrase.
• Exchange app: You sign in with your account details and usually two-factor authentication. Recovery usually means proving your identity and restoring 2FA access.
• Authenticator app: This creates the 6-digit login codes. If it did not move to the new phone, that is often the real problem.

If you are not sure where to start, read our South African guide to a locked crypto app or lost phone after the checks below.

Do these checks before you move your SIM

SIM-swap fraud is still a real risk because your number can be used for SMS codes, password resets and account recovery. Before you move a SIM from Vodacom, MTN, Telkom, Cell C or Rain into a new phone, make sure you can still access the accounts that protect your crypto apps.

1. Make sure you know your exchange password and your email password.
2. Open your authenticator app on the old phone and confirm it still shows fresh codes.
3. Check whether your wallet uses a recovery phrase and confirm you can physically find it.
4. Turn off call forwarding if you do not use it.
5. Check your network account for any recent SIM-swap or number-change alerts.
6. Do not rely on SMS as your only second factor if the app lets you use an authenticator app instead.

If your old phone is already gone, skip straight to account recovery with the exchange or wallet provider and secure your mobile number with your network.

Reduce SIM-swap risk on a new phone

The clearest security win is to stop using SMS as your main protection where you have a better option. App-based authenticators are usually safer because the code stays on your device instead of depending on your mobile number.

What to change now

• Use an authenticator app for exchange logins where available.
• Set a strong screen lock. A longer PIN is better than a simple 4-digit PIN.
• Turn on a SIM PIN if your phone and network support it.
• Use a different password for your email and your exchange account.
• Turn on alerts for logins, password changes and withdrawals.

You do not need a flagship phone to do this properly. Even a budget option like the Xiaomi Redmi Note 15 from R4,999 or a mid-range phone like the Samsung Galaxy A56 from R6,977 can handle secure app setup if you take the time to do it right. If you are buying your first device, our guide to cheap phones that are not disposable is worth reading.

Fix the authenticator app before you try more logins

If your exchange or wallet asks for a 6-digit code and the code is only on the old phone, fix that first. Repeated failed attempts can trigger a longer lockout.

1. Open the authenticator app on the old phone.
2. Look for an export, transfer or device-change option.
3. Install the same authenticator app on the new phone.
4. Transfer the codes using the app's official process.
5. Test one login before deleting anything from the old phone.

If the old phone is dead or wiped, check whether you saved backup codes when you first enabled 2FA. If you have no old phone and no backup codes, you will usually need the exchange's recovery process, which may include ID checks and a waiting period.

What matters most in an authenticator app

• It should support secure backup or transfer.
• You should know exactly where the recovery method is stored.
• You should test the move before you wipe the old phone.

There is no single best authenticator app for everyone. The best one is the one you can back up properly and recover without panic.

Wallet restored but balance missing? Check these in order

A zero balance after restore does not always mean your funds are gone. In many cases, you restored the wrong wallet, selected the wrong network, or the app has not finished syncing.

• Check that the recovery phrase was entered in the correct order.
• Make sure you restored the same wallet type, not a different app with different defaults.
• Check that the app is showing the correct blockchain network for that asset.
• Leave the app on stable Wi-Fi and give it time to sync.
• Do not keep creating new wallets while stressed. That usually makes things harder to track.

On Android, battery saving can also interfere with refresh and sync. On a Samsung phone, go to Settings > Battery and check background limits or app power saving. On iPhone, check Low Power Mode and background app settings if the app is slow to refresh.

If your mobile signal is weak, switch to Wi-Fi before you assume the wallet is broken. Our guide to fixing weak signal on a Xiaomi phone in South Africa covers the same basic checks that apply on other brands too.

Sign in to an exchange app the safe way

Exchange apps are often stricter than wallet apps because they are protecting a hosted account. A new phone, a new SIM and a new location can all trigger extra checks.

That is frustrating, but it is usually a good sign. Do not disable every protection just to get in faster.

Never trust a support message on WhatsApp, Telegram, X or SMS that tells you to verify your wallet or share a phrase. Go to the official app or site yourself.

Worked example for a South African buyer

Example: You buy a Samsung Galaxy S26 from Takealot from R15,480, move your Vodacom SIM, and then your exchange app asks for a 6-digit authenticator code that only exists on your old phone. You also used SMS as a backup login method.

1. Put the old phone on charge and connect it to Wi-Fi.
2. Open the authenticator app on the old phone and transfer the codes to the new Galaxy S26 using the app's official transfer tool.
3. Log in to your email first and change that password if it is weak or reused.
4. Log in to the exchange on the new phone.
5. Inside the exchange security settings, switch from SMS-first recovery to authenticator-first recovery if that option exists.
6. Save the new backup codes offline.

If the old phone is gone, contact the exchange through its official support path and ask for 2FA reset help. Then contact Vodacom and ask what extra SIM-swap protections are available on your line. Do not keep retrying codes until you trigger a longer lockout.

What not to do when you are locked out

• Do not share your recovery phrase with anyone.
• Do not type the phrase into random websites that promise wallet sync or recovery.
• Do not wipe, sell or factory reset the old phone until the new one is fully working.
• Do not move your only backup codes into screenshots or a notes app.
• Do not assume a missing SMS is only a signal problem if your number suddenly stops working. Treat that as a possible SIM-swap warning.

If you are still choosing a device before you move sensitive apps, compare your options with our phone comparisons tool.

Frequently asked questions