Recovering account access
There's no password to reset — recovery is based on your own backup, by design.
PTERI doesn't have passwords, so there's no "forgot password" flow — and that's deliberate. Because your private key never leaves your device and Kakr Labs never has a copy of it, we cannot recover your identity, reset your wallet, bypass your biometrics, or sign on your behalf — even if you ask us to. It's a tradeoff: slightly more responsibility on you, in exchange for a much stronger guarantee that no one else — including us — can act as you.
Recovering access to a new device
- Install the PTERI Wallet app on your new device
- Restore your wallet using either your recovery (mnemonic) phrase or an encrypted cloud backup (iCloud/Google Drive)
- Sign an authentication message to prove control of the restored key
- Re-register the device
This only works if you saved your recovery phrase or enabled encrypted backup before you lost access. If you don't have either, there is currently no path back into that specific identity — set up a backup now if you haven't already, from your wallet app's security settings.
If you're locked out of your support.kakr.ai account
Separately from your PTERI wallet identity, your support portal login (used to track tickets here) is a normal email + password account. If you forget that password, use Forgot your password? on the sign-in page — that's unrelated to your PTERI wallet and is fully self-service.