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Exchange Account Recovery - Crypto Wallet Recovery New Zealand

Exchange account recovery

Exchange Account Recovery

Exchange account access restoration through legitimate platform channels

An exchange account lockout is not a cryptographic problem. The exchange holds the keys, so your funds are safe on their side, and the barrier is proving to them that the account is yours. That means recovery runs through the exchange's own identity and verification process, not through any technical bypass, and no legitimate service has a back door around it. Much of the standard path, resetting a password or a lost authenticator, you can do yourself for free, and we will tell you when that is the case. Where we earn our fee is the harder ground: stalled verifications, lost email and 2FA together, complex KYC, and deceased-estate claims.

10%recovery fee
Only charged on successful recovery
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Meet the team

Meet our recovery experts

A team built on years of experience across New Zealand's most complex crypto matters.

Nic Turnbull, Co-Founder at Crypto Wallet Recovery NZ

Nic Turnbull

Co-Founder

Technical recovery across every wallet type and failure mode

Remote

Can fly anywhere in New Zealand

Harry Satoshi, Co-Founder at Crypto Wallet Recovery NZ

Harry Satoshi

Co-Founder

Firm development, operations, and client oversight across every recovery

Remote

Can fly anywhere in New Zealand

Our methods

How we recover an exchange account

Every recovery is methodical and fully offline. Your key material never leaves our air-gapped equipment, and the work happens in an environment of your choosing.

Access-path diagnosis

Establishing exactly why you are locked out and what the fastest legitimate route back is.

  • The specific lockout cause identified: password, lost 2FA, email access, KYC, or account restriction
  • The exchange's official recovery flow for that exact situation mapped out
  • Cases you can resolve yourself for free flagged honestly, rather than charged for
  • The realistic route identified where the standard flow has already failed
  • Platform-specific procedures accounted for, since each exchange differs

Two-factor and login recovery guidance

Working through the exchange's own 2FA and credential reset processes.

  • The lost-authenticator flow followed, typically ID plus a selfie or video verification
  • Email and password recovery where those credentials are the blocker
  • The 48 to 72 hour withdrawal hold that follows a 2FA reset anticipated and planned around
  • The registration details exchanges ask for, such as original signup date and IP, reconstructed
  • Guidance on the verification video and documentation exchanges require, done right the first time

Identity and KYC resolution

Assembling the ownership evidence a stalled or failed verification needs.

  • The documentation the exchange requires assembled correctly and completely
  • Common KYC rejection causes, mismatched details, unclear images, name changes, diagnosed and fixed
  • Name, address, and identity-document discrepancies resolved with proper supporting evidence
  • Proof-of-ownership evidence, transaction history, deposit records, device history, compiled
  • Realistic expectations set on what verification can and cannot overcome

Stalled-case escalation

Getting a case moving again when the standard support process has stopped responding.

  • Cases that have sat unanswered for weeks re-presented clearly and completely
  • The request structured the way the exchange's own process expects, to avoid repeated rejection
  • Persistent, correct follow-up through the platform's legitimate channels
  • The strongest possible ownership case assembled before escalation
  • An honest read on when an exchange is genuinely unlikely to move, rather than false hope

Deceased-estate custodial claims

Handling exchange accounts as part of a deceased person's estate.

  • Custodial holdings pursued through the exchange's estate or deceased-account process
  • The documentation required, death certificate, grant of probate or letters of administration, identification, assembled
  • Coordination with the estate's solicitor and Crypto Consulting NZ's estate practice on authority
  • Realistic guidance on platform timeframes and what each exchange will release
  • The account's holdings established on the estate's behalf where access itself cannot be restored

Honest-limits assessment

Telling you plainly where an account genuinely cannot be recovered.

  • Accounts permanently disabled, sanctioned, or closed by the exchange identified honestly
  • The reality stated where you cannot pass the exchange's identity verification at all
  • No claim of privileged access or a back door, because none exists for anyone
  • These outcomes explained at the free assessment rather than pursued for a fee
  • A clear account of what is realistically achievable in your specific case

Failure modes

Failure modes we handle

  • Lost your authenticator app or phone

    The standard lost-2FA flow usually resolves this, and you can often do it yourself for free. We step in when it has stalled or been rejected.

  • Lost email and 2FA at the same time

    Harder, because the usual recovery anchor is gone. This is where assembling a strong, correctly-structured ownership case matters, and where we add real value.

  • KYC verification keeps getting rejected

    Almost always a fixable mismatch, unclear documents, a name change, or inconsistent details. We diagnose the cause and assemble what actually passes.

  • Account disabled or restricted with funds inside

    We establish honestly whether it is a security hold that can be lifted with verification, or a permanent closure that cannot.

  • A support ticket that has gone unanswered for weeks

    Re-presenting the case correctly through legitimate channels often restarts a stalled process. We do not use, and warn against, fake "support" numbers.

  • A deceased relative's exchange account

    A custodial estate claim, handled through the platform's estate process with the proper probate documentation.

Scam Warning

Most “crypto recovery” services are scams

If someone contacts you first about recovering your crypto, it's a scam - we only ever work with people who come to us. The rest ask for payment upfront, promise results nobody can promise, and want your recovery phrase typed into a website. Scammers also trade lists of people who've responded before, which is often how they found you.

Contact us

You'll hear back from Nic or Harry directly - not a call centre. Beware of scammers.

Contact us

Describe your situation in general terms - no recovery phrases or private keys through this form. We will call you back within 24 hours with an honest read on whether exchange account recovery is possible in your case.

  • No fee unless we succeed

    10% of what's recovered, agreed in writing beforehand. Nothing if we fail.

  • We can come to you

    Anywhere in New Zealand, at our cost, for cases of significant value.

  • Nothing is retained

    Keys and phrases are destroyed or returned at the end of the engagement. NDA signed before we start.

Never send a recovery phrase or private key through this form, or through any website. Describe the situation in general terms and we will handle the sensitive detail securely on the call.

No fee unless we succeed. We respond within 24 hours.

FAQ

Exchange account recovery - common questions

Can you just unlock my exchange account for me?

No, and neither can anyone else, because there is no back door. Exchange funds are custodial, so recovery has to go through the exchange's own identity verification. What we do is diagnose why you are locked out, map the correct route, and assemble the strongest ownership case, especially where the standard process has already failed you.

If I can do this myself for free, why use you?

For the straightforward cases, you often can, and we will tell you so rather than charge you. People come to us for the harder ones: a ticket that has been ignored for weeks, lost email and 2FA together, KYC that keeps getting rejected, or a deceased relative's account. That is where knowing each platform's process and presenting the case correctly makes the difference.

I lost my authenticator app. What now?

Most exchanges have a lost-2FA flow that resolves this with ID and a verification selfie or video. Be aware that resetting 2FA usually triggers a 48 to 72 hour withdrawal hold for security. If you have already tried the flow and it stalled or was rejected, that is exactly the situation we help with.

My KYC keeps getting rejected and I don't know why.

This is one of the most common cases, and it is almost always a fixable mismatch, blurry documents, details that do not line up, a legal name change, or an address that no longer matches. We diagnose the specific cause and assemble documentation that actually passes, rather than resubmitting the same thing and hoping.

Someone offered to unlock my account over the phone or DM. Is that safe?

No. Treat it as a scam. Real exchanges do not have secret unlock numbers, and no legitimate service can bypass their verification. Anyone contacting you unprompted, asking for your password, your seed phrase, or a fee to "restore" your account is trying to steal from you. We only ever work through the exchange's own legitimate channels.

A family member died with funds on an exchange. Can you help?

Yes. That is a custodial estate claim, handled through the platform's deceased-account process, which typically needs a death certificate, a grant of probate or letters of administration, and identification. We help the estate assemble it and coordinate with your solicitor on the authority to act.

How long does exchange account recovery take?

It varies widely by platform and by how complex the case is. A straightforward 2FA reset can be days. A stalled KYC dispute or an estate claim can run weeks. We set realistic expectations up front and are honest when an exchange is genuinely unlikely to move, rather than keep you paying in hope.