I restored my iPhone data to a new iPhone, but transactions keep failing

Modified on Fri, 02 Jun 2023 at 03:49 PM

For security measures, the CoolWallet data stored in the iOS keychain cannot be restored when restoring the iPhone data to your new iPhone. Thus, when you attempt to conduct a transaction after the restoration, the transaction will fail.

Please make sure you have the recovery phrases with you and follow the steps below to troubleshoot the issue after taking a screenshot of the wallet list before the operation since the Remove App feature will erase your wallet data from the phone.

1. Remove the CoolWallet App completely (please ensure that the original recovery phrase is with you).

2. Go to the Bluetooth settings page on your phone and remove the CoolWallet (CWXXXXXX) device.

3. Reinstall the latest CoolWallet App from the App Store/Google Play.

4. Open CoolWallet App and click 'Setup my CoolWallet Pro/S'. Select the matching CoolWallet serial number, and click Reset. Once completed, the CoolWallet App will display 'Reset Successful'.

5. Once the reset is completed, select the matching CoolWallet serial number and click Connect.

6. Select Recover and enter the recovery phrase to retrieve your wallet data.

Any unofficially supported customized tokens will not be present after a wallet recovery. But, you can simply add your tokens again to retrieve your token data. You may refer to the following link for further information.

If you own multiple token addresses to a certain coin, please go to "Receive" and manually add the addresses again to see all of the customized token assets. 

This should resolve the encountered issue. However, if the problem persists, please contact our Customer Support team via Email ([email protected]) so that we can look further into other possible causes of the issue.

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