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If cryptocurrency has left your wallet without your permission, act quickly: secure any exchange account that may be compromised, preserve transaction and contact evidence, and report the incident. Never share your recovery phrase or pay someone who contacts you promising to retrieve the funds. Recovery is not guaranteed, but a prompt, well-documented report can help investigators and providers assess what happened.
First, work out whether an exchange account or a self-custody wallet was compromised
The next steps depend on who controls the account credentials or wallet keys. An exchange or other custodial provider may have an account-security process. With a self-custody wallet, the recovery phrase or private key controls access; the provider may not be able to access or move the funds for you.
| Situation | Who controls access? | Immediate focus |
|---|---|---|
| Exchange or custodial account compromise | The provider manages the account; you use its login and security credentials. | Contact the provider through its official site or app, reached independently, and report suspected account compromise. |
| Self-custody wallet or recovery-phrase compromise | You control the wallet through its recovery phrase or private key. | Keep the phrase secret and consult the wallet’s official instructions for your specific wallet and network. |
If an exchange account may be compromised
Use the provider’s official website or app by entering its address yourself or opening the app you already use. Report the suspected compromise and follow its account-security process. Do not click links in unexpected messages or respond to an unsolicited caller claiming to be exchange support. Criminals impersonate exchange staff to obtain credentials and steal cryptocurrency.
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Secure related accounts, especially the email account used to access the exchange, and review for unfamiliar account changes. Do not give anyone a password, authentication code, recovery phrase, or private key while seeking help.
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If a self-custody wallet may be compromised
A recovery phrase is a secret that can give someone control of the wallet. Never share it with a supposed support agent or paste it into a website. Coinbase, for example, says its wallet recovery phrase should not be shared and that Coinbase cannot access the phrase or move funds on a user’s behalf; this is Coinbase-specific guidance, not a universal wallet procedure.
If you suspect the phrase or key was exposed, use the official documentation for your particular wallet and network to determine what to do next. Wallet-specific steps vary, so do not rely on instructions from an unsolicited helper.
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Preserve the evidence before messages or account details disappear
Make a dated record of what happened. Save screenshots, emails, texts, and other communications, and keep the original messages where possible. The FBI advises victims to provide as much transaction information as they can, and to report even if some details are missing.
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- Sending and receiving wallet addresses and the transaction hash, if available.
- Date and time of the transaction, including the time zone if known.
- The exchange, wallet, or other provider involved.
- How the suspected thief first contacted you, plus relevant websites, apps, phone numbers, usernames, email addresses, and social profiles.
- A timeline of events, including suspicious account changes and any two-factor authentication codes or prompts that may be relevant.
Share relevant details with the provider and law enforcement through their official channels. Do not post passwords, authentication codes, private keys, or a recovery phrase in a report, public forum, or message.
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Report the theft promptly
For victims in the United States, the FBI directs cryptocurrency scam victims to file a complaint with the Internet Crime Complaint Center (IC3). You can also contact a local FBI field office. Include the transaction information and other evidence you have; do not wait for every detail to be available. The FBI’s August 24, 2023 guidance says, “Do not wait.”
Reporting instructions here are U.S.-specific. If you are elsewhere, contact the appropriate local law-enforcement and consumer-protection authorities, as well as the relevant provider through its verified channels.
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Watch for recovery scams—and keep expectations realistic
After a theft, someone may claim they can trace or recover the cryptocurrency, sometimes while posing as a lawyer, investigator, exchange employee, or recovery company. Be especially wary of unsolicited offers, guarantees, upfront fees, requests for additional payments, or demands for identity or financial information. The FBI and FTC warn consumers not to pay people who contact them offering recovery. The FBI also says private recovery companies cannot issue seizure orders.
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Whether funds can be frozen or pursued depends on the recipient, timing, provider processes, legal process, jurisdiction, and other facts. The sources cited here do not establish that a completed on-chain transfer can generally be reversed, nor do they support promising recovery. A provider or authority may be able to assess a specific case, but an investigation or report does not guarantee that funds will be returned.
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