The short, honest answer: no. Sweat Wallet is non-custodial — your keys exist only in your backup-code email and your 12-word seed phrase. We never store a copy, so support cannot recover your wallet, verify you by email or ID to restore access, or manually resend the backup email. (The app itself may issue the email more than once — for example around resets or key changes — which is why only the newest copy works; but there is no way for support to trigger a new one for you.)
Before giving up, check all of these:
- Find the newest backup email. Search every mailbox you might have used for the subject "Important: SWEAT wallet backup code ❗Do not delete or share ❗" — including Spam, Junk, and Trash. Email apps often group all copies into one thread; only the link in the most recent message works.
- Your seed phrase. If you ever saved the 12-word secret phrase, log in with "I already have an account" → secret phrase. If you changed the phrase in-app, only the newest version works.
- A previously linked social login. If you added Apple/Google sign-in to your wallet (Profile → Security), that opens your existing wallet from any device.
- An old device. If any device still has the wallet logged in, open it and back up your secret phrase now (Profile → Security), or transfer your funds out before doing anything else.
Does the activation link expire?
No — but it is invalidated if a newer backup email was ever generated, or if you changed your seed phrase in the app. That's why only the newest email works.
If all of that fails
If the backup email and the seed phrase are both genuinely lost, the wallet and the tokens on it cannot be accessed by anyone — including our team. The only way forward is to reset: sign in with Apple or Google to create a new wallet and reconnect it to your Sweatcoin account (see "How do I reset my Sweat Wallet?"). Your future steps will mint into the new wallet and your Sweatcoin balance is unaffected, but the old wallet's balance cannot be moved.
To avoid this ever happening again: back up your 12-word phrase somewhere safe, and add a social login in Profile → Security as a second way in.