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Because SafePal is a decentralized, non-custodial wallet, the company itself does not freeze accounts or hold your private keys. If your account or wallet appears "frozen," it means either your local app is locked, or you are interacting with a third-party centralized exchange (like Binance) that has restricted your account.1. App "Frozen" (Too Many Password Attempts)If you mistype your SafePal app's Security Password multiple times, the app will automatically lock you out for a specific period to prevent unauthorized access.Resolution: Simply wait out the temporary lockout period, then carefully enter your correct password.2. Forgotten App Security PasswordIf you have forgotten your Security Password but still have your 12-word or 24-word recovery phrase, you can easily reset it.Resolution: Delete the SafePal App from your phone. Re-download the official app, choose "Import Wallet," and carefully enter your recovery phrase to restore your wallet. You will be prompted to create a new Security Password during this process.Note: If you forgot both the Security Password and the seed phrase, there is unfortunately no way to recover access to your funds.
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