What to do If you lost or broke your phone

Option 1: Restore the mobile key on a new phone with the same OS

If you can get a new (or spare) phone running the same operating system as your old phone (iPhone-to-iPhone or Android-to-Android), you can restore your mobile key directly from the cloud backup.

1. Set up the new phone using the same Apple ID (for iPhone) or Google account (for Android) that was linked to your old device.
2. Make sure the cloud backup service is enabled (iCloud Keychain for iPhone, Google Drive for Android).
3. Install the Casa app and log in to your account.
4. Follow the prompts to restore your mobile key from the cloud backup.

It's okay to be logged in to the same Casa account across multiple phones and platforms, so you don't need to worry about conflicts with any other devices.

Option 2: Switch to a phone with a different OS

If you only have access to a phone with a different operating system than your old one (for example, your old phone was an iPhone and your new one is Android), the cloud backup will not transfer automatically across platforms.

In this case, the standard QR code export/import process won't help either, because that process requires access to the original device to generate the QR code.

Your options are:

• Get a phone with the same OS as your old device, restore the mobile key from the cloud backup, and then optionally export it via QR code to use on your other device. See QR code backups for mobile key and Pay key for instructions.
• Recover your funds without the mobile key using your hardware device(s) and your Casa Recovery Key (see Option 3 below).

Option 3: Recover your funds without the mobile key

If you cannot access any phone running your old operating system, you can still recover the funds in your vault by initiating a key rotation using the Casa Recovery Key.

Tap on "Key missing" and then tap on "Replace Key". This will generate a new mobile key and create a new vault. You will need to move the funds from the old vault to the new vault.

This transaction will use your hardware device in combination with the Casa Recovery Key, and does not require the mobile key at all.

For step-by-step guidance, reach out to our support team, we'll walk you through the recovery process from start to finish.

PayKey wallet

PayKey funds rely on a single key. Like the vault's mobile key, it is tied to your phone's OS.

Option 1 (same OS): Your PayKey will be restored along with your mobile key from the cloud backup, and your Pay funds will be accessible on the new device.

Option 2 (different OS): Your PayKey can be restored using a QR code backup, just like your mobile key. Once imported, your Pay funds will be accessible.

Option 3 (no phone access at all): The recovery transaction restores your main vault funds using your hardware device(s) and Recovery Key, but it does not recover Pay funds. To access Pay funds, you'll need to use a phone with the same OS as your old device at some point, or the QR code option.

For this reason, we recommend keeping only small, spendable amounts in Pay.

Preventing this in the future

Once you're back up and running, consider these steps to make future device transitions smoother:

• Create a QR code backup of your mobile key and PayKey while you still have access to your phone, and store it somewhere safe (printed, in a safe deposit box, etc.). See QR code backups for mobile key and Pay key.
• Keep your cloud backup enabled (iCloud for iPhone, Google Drive for Android) so your mobile key is automatically backed up.
• Verify your Casa Recovery Key security questions regularly, so you don't lose access to that key.
• Consider replacing the mobile key with a second hardware key for a 3-key vault if you'd prefer not to rely on a phone at all. (Note: 5-key vaults require the use of the mobile key.)

If you have any questions or need help with recovery, contact your Casa Advisor or our support team.