<p>Official BitPay/Copay support can be reached here:
<a href="https://help.bitpay.com/requestHelp" rel="nofollow noreferrer">https://help.bitpay.com/requestHelp</a></p>

<p>Below are a few tips you can try to make the 12 word recovery phrase work:</p>

<ul>
<li><p>Are you sure that the recovery phrase was written in the correct order? </p></li>
<li><p>Did you use all lowercase letters and no punctuation?</p></li>
<li><p>Did you add a password to your recovery phrase? </p></li>
<li><p><a href="https://support.bitpay.com/hc/en-us/articles/115003004363-I-lost-my-wallet-or-changed-my-phone-What-can-I-do-to-restore-my-wallet-" rel="nofollow noreferrer">Do you have the QR code or text/file backup?</a></p></li>
<li><p>Did you separate each word with a single space (no commas or any other punctuation)?</p></li>
</ul>

<p>Please also ensure that your words are all contained in the following list of possible words:
<a href="https://github.com/bitcoin/bips/blob/master/bip-0039/english.txt" rel="nofollow noreferrer">https://github.com/bitcoin/bips/blob/master/bip-0039/english.txt</a></p>

CC BY-SA 4.0
2018-05-16T15:06:43.880Z
2018-05-16T17:09:48.447Z
2018-05-16T17:09:48.447Z
KarlAtBitPay
<p>I bought a new phone and when I enter the account recovery phrase and password it tells me it is incorrect, is there any way I can contact someone at copay to help me log on?</p>

CC BY-SA 4.0
2018-05-16T08:34:44.530Z
You can try opening an issue here: https://github.com/bitpay/copay/issues. However, if your recovery information is noted down incorrectly, there is little anyone can do to help you
Raghav Sood
<copay>
Copay Log in Problem
lexi
# Copay Log in Problem

(Asked by: username_0 on 2018-05-16)

I bought a new phone and when I enter the account recovery phrase and password it tells me it is incorrect, is there any way I can contact someone at copay to help me log on?

**Tags:** copay

> **Comments:**
> **username_1**: You can try opening an issue here: https://github.com/bitpay/copay/issues. However, if your recovery information is noted down incorrectly, there is little anyone can do to help you  

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## 1 answers

### Answer by username_2 on 2018-05-16. Score: 1

Official BitPay/Copay support can be reached here:
<https://help.bitpay.com/requestHelp>

Below are a few tips you can try to make the 12 word recovery phrase work:

* Are you sure that the recovery phrase was written in the correct order?
* Did you use all lowercase letters and no punctuation?
* Did you add a password to your recovery phrase?
* [Do you have the QR code or text/file backup?](https://support.bitpay.com/hc/en-us/articles/115003004363-I-lost-my-wallet-or-changed-my-phone-What-can-I-do-to-restore-my-wallet-)
* Did you separate each word with a single space (no commas or any other punctuation)?

Please also ensure that your words are all contained in the following list of possible words:
<https://github.com/bitcoin/bips/blob/master/bip-0039/english.txt>


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