Start with the right question: which thing have you actually lost? These are not the same, and losing one does not mean you have lost the others.

Your private key controls the wallet itself. Your email address, password and passkey are how you sign in day to day. A verification code is a one-time thing.

Loop does not use a seed phrase. There is no set of recovery words to write down, and you were never given one. If anybody asks you for your Loop seed phrase, that alone tells you they are not from Loop.

Work out which one is the problem before you do anything else, because the answers are completely different.

This is the most common case, and it usually is not what it looks like. Start here before assuming anything is lost.

Check you signed in the same way you did before, with the same email address. A different sign-in method or a different address can land you in a different place entirely. Then think about whether you recently changed browser, device, operating system, browser profile, password or passkey.

If it still does not add up, message us with your public wallet address, which assets are missing, and roughly when you last saw them. We can look at the public record and tell you what actually happened.

Then you are not locked out. Your private key is what controls the wallet, so you can restore access with it.

Go to the sign-in page, enter the email address for the account, and choose Import wallet. Restore the wallet with your private key from there.

Do this on a device you trust, and never paste your private key into any site other than the official Loop one that you typed in yourself. Nobody needs to watch you do it, and nobody needs a copy.

If the key is accepted but the flow then stalls, for example at the step where you set a password for a new browser, work through this before assuming the service is down.

Give it a moment and reload the page once. Try the same flow in a different browser. Make sure you are on the official site you typed in yourself.

Errors in the browser console are not by themselves proof that something is broken. Several requests during sign-in are expected to fail and be retried, and that is part of the normal flow rather than a fault. Please do not read them as an outage.

Retrying many times in a row does not help either. It rarely changes the outcome and it makes your attempts harder for us to find in the logs. Try twice, then write to us.

We have to be straight with you, because a soft answer here would only waste your time.

Loop is non-custodial. We do not hold, store or have any copy of your private key. That means we cannot recover it, replace it, reset it or recreate it, and we cannot restore access to the wallet or move the assets in it. No amount of escalation changes this. It is not a policy we can make an exception to; the key simply does not exist on our side.

There is no seed phrase to fall back on either, because Loop does not use one.

Your email address, password or passkey do not substitute for it. Being able to sign in to your email does not restore a wallet whose key is gone.

Please also know this: anyone who tells you they can recover your key or unlock your wallet is trying to steal from you. Recovery services, specialist agents, people who message you after you post about it publicly, all of them. Do not share any remaining credentials with anybody.

Your email provider handles that, not us. Use their own account-recovery process.

Once you are back in, whether that restores wallet access depends on how your wallet is set up. Getting your email back is not automatically getting your wallet back.

Note the exact error, and think about whether it started after you changed browser, device, operating system or browser profile. That is usually the cause.

Check whether the sign-in screen offers a reset or an alternative sign-in method, and use what it offers. If you still have your private key, the Import wallet route above is the reliable way back in.

A password or passkey reset does not recover a lost private key. Those are separate things.

Be careful here. Clearing browser data, removing a passkey, resetting a device or switching browser profiles can cut off the access you still have.

Do not do any of it unless you are certain you can sign back in. If you are unsure, ask us first. Refreshing the page is always safe; deleting things is not.

Your private key, password, passkey, verification code, authentication code, access token or device unlock code. Not in a message, not in a form, not in a screenshot, not partially "to verify you".

We will never ask you to send funds to verify, activate, recover or unlock a wallet, to transfer assets to a support wallet, to sign something we have not explained, or to use a recovery site or app.

If you have already shared a credential with someone, tell us. Treat it as compromised and move anything you still control.

We can read the public record: what a transaction did, where assets went, whether an action completed. We can tell you what happened.

We cannot recover keys, reverse transactions, unlock balances or move assets for you. When we look into something for you, that is what the review is and is not.

Your party ID first. It identifies your wallet on the network and it is the one thing that lets us find your exact requests in the logs. You will find it at the top of your wallet, and there is a copy button beside it, so copy the whole thing rather than typing part of it.

Then: the email address on the wallet itself, which is worth stating plainly if it differs from the address you are writing to us from. Roughly when the attempt was, in your local time. The exact error message. The page or step you were on. Your browser, device and operating system. A screenshot with anything sensitive hidden.

If assets are involved, add your public wallet address, the transaction hash, which assets and roughly how much, and when you last saw them.