This article explains the emergency recovery process if you lose access to the wallet that controls your Gnosis Pay Safe. It outlines critical first steps based on card activation status and details how to securely link a new wallet.
Losing access to your primary wallet (EOA) can feel alarming, but recovery is possible. This guide outlines what you must do based on whether your card is already active or not, and walks you through the secure process of regaining control by linking a new Safe.
⚠️ Identify Your Situation First
Before starting the recovery process, it’s essential to know whether your card is already active:
Scenario A: My Card Is Not Yet Active
Withdraw Your Funds Immediately
If you’ve sent funds to your Gnosis Safe but haven’t activated your card, withdraw the balance to another wallet before recovery.
Once a new Safe is created, the old one becomes permanently inaccessible.
Failure to withdraw will result in the permanent loss of your funds.
Scenario B: My Card Is Already Active
Spend Down Your Balance First
Your current Gnosis Safe is live and cannot be accessed without the original EOA.
Spend as much of your remaining balance as possible using your physical card or mobile wallet.
Any funds left after the Safe is replaced will be permanently lost.
🔄 The Recovery Process (Both Scenarios)
Once your funds are handled appropriately, follow these steps to recover your account:
Step 1: Prepare a New Secure Wallet (EOA)
Create a new personal wallet (e.g., MetaMask).
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Back up the seed phrase and store it securely — this wallet will be the new owner of your Safe.
Step 2: Contact Gnosis Pay Support
Use the in-app chat widget or email help@gnosispay.com.
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Explain your situation clearly:
Example A: “My card is active, but I’ve lost access to my EOA.”
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Example B: “I lost my EOA before activating my card.”
Step 3: Provide New Wallet Info and Authorisation
The support team will ask you to confirm the new wallet address.
You must explicitly confirm you understand the old Safe will be permanently inaccessible.
Once confirmed, Gnosis Pay will initiate the manual replacement process.
💡 Pro Tip: Add a Backup Owner
To avoid this issue in the future, add a second wallet as a co-owner of your Safe.
This gives you a secure backup in case you lose access to your primary EOA.
➡️ Learn more: Understanding and Changing Your Gnosis Card Safe Owner
Need More Help?
If you’re unsure which recovery steps apply to you or need help preparing a new wallet, contact our support team via the Gnosis Pay web app.