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Recovering Your Funds After the Security Incident

Updated

This article is for users of the Gnosis Pay web app. If you access Gnosis Pay through a partner app, please refer to that partner’s support resources as they may differ.

 

What happened?

Gnosis Pay recently experienced a security incident. All card operations and card SAFE activity was halted as well as new sign ups. The issue has been contained and we are actively working to restore normal operations. You can follow continuous updates from the official Gnosis Pay X. 

 

Your funds are not at risk.

 

The article below will explain what you will see in the app and what you need to do.

 

Before Getting Started..

As part of the operations restoration we are in the process of migrating everyone to a new card SAFE. We are doing this in batches and not everyone has been migrated yet. 

The Banner on the top will reflect what stage your account is in and what will happen next. Some users will be able to withdraw funds from their legacy SAFE and this will be shown for those who can. However this might not be possible for everyone. 

For those who it is not possible we will be recovering your balances once the migration has been completed.

 

IMPORTANT

Do not fund your Safe via IBAN or any auto top-up feature

even once we announce services have resumed, please wait for specific confirmation that funding is safe

 

What you will see when you log in

 

Step 1 : “Safe Setup” screen 

Most users will land on a Safe Setup page when they open the app. This is expected - it means your account migration has not happened yet and just need to wait until it has.

 

You do not need to tap “Setup Safe” yourself. We will complete this migration for you. Once it’s done, you will be taken to your Home screen automatically.

 

 

Step 2 : Home screen - Your Banner

Once your account has been migrated, you will see your Home screen with a banner at the top. The banner you see depends on the state of your old Safe. 

 

There are four possible banners:

 

Banner 1 - Old Safe not affected, there are funds on the old Safe

What this means: Your old Safe was not compromised and still holds funds. You’ll need to move them to your new Safe to start spending. See the How to recover funds from your old Safe section below.

 

 

Banner 2 - Old Safe not affected, there are no funds on old Safe

What this means: Your old Safe was not compromised but had no remaining balance. Your new Safe is ready to use - no further action needed.

 

 

Banner 3 - Old Safe affected, there are funds on old Safe

What this means: Your old Safe was affected by the incident, but Gnosis Pay has restored your balance to your new Safe. Do not use or send funds to your old Safe address - they will be lost.

 

 

Banner 4 - old Safe affected, no funds on old Safe

What this means: Your old Safe was affected and had no balance to restore. Your new Safe is ready to use. Do not use your old Safe address again.

 

How to recover funds from old Safe (Banner 1 users only)


If you saw Banner 1, your old Safe still holds funds and you’ll need to move them manually. Follow these steps.

 

Go to the Legacy Withdrawal page by :


Clicking move my funds button in Banner 1, OR Navigating directly app.gnosispay.com/withdraw-legacy

 

 

Before you start : make sure your connected wallet has some xDAI to cover the gas fee for the transaction. If you don’t have any, you’ll see a message on the page with a link to a faucet where you can get a small amount for free.

 

To withdraw :

  1. In the To field, enter the Gnosis Chain address you want to send your funds to. You can also tap “Use connected address” to fill in your currently connected wallet address automatically.

     

  2. Make sure you’re entering a Gnosis Chain address - you are responsible for the accuracy of the address you provide.

     

  3. Select the amount and token (EURe is selected by default). You can toggle Custom token if you need to withdraw a different token for example GNO.

     

  4. Click Withdraw and confirm the transaction in your wallet.

 

Still need help?


If you have questions or run into any issues, contact our support team via the chat icon in the app or reach out via our support widget on GnosisPay WebApp