> For the complete documentation index, see [llms.txt](https://docs.fortmatic.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.fortmatic.com/faq.md).
# FAQ
**Fortmatic wallet services go offline on January 27, 2027. To keep your assets, export your private key or send your ETH to another wallet before that date. ERC20 tokens and NFTs require exporting your private key.**
**The Fortmatic wallet shows only your ETH balance. It does not show ERC20 tokens or NFTs, even when you hold them.**
**Fortmatic will never ask for your private key, seed phrase, recovery phrase, keystore file, or keystore password.**
## Account Questions
How do I view my assets, including tokens and NFTs?
The Fortmatic wallet shows only your ETH balance. It does not show ERC20 tokens or NFTs, even when you hold them. If you send your ETH and stop there, anything else in the wallet stays behind.
**Step 1: find your wallet address**
1. Type fortmatic.com directly into your browser and log in the way you normally do.
2. Select **Add to Balance**.
3. Select **Fund from Wallet or Exchange**.
4. Your wallet address is shown on that screen, beginning with `0x`. Copy it.
You do not need to add any funds. This screen is simply where your address is displayed.
**Step 2: look it up**
Enter that address on a public block explorer such as etherscan.io. The explorer will show every token and NFT held at the address, not just ETH.
**If you hold anything other than ETH**
Export your private key. It is the only way to keep tokens and NFTs.
**If you are not sure**
Export your private key anyway. It covers everything in the wallet, so it is the safe choice whether or not you hold tokens.
Fortmatic support cannot look up what is in your wallet.
How do I deposit funds into Fortmatic?
Fortmatic no longer supports deposits. Do not send funds, or purchase crypto through the wallet, going forward. If you already have assets in a Fortmatic wallet, export your private key to keep them; see "How do I export my private key out of Fortmatic?" below.
How do I reset my password?
Logging in to a Fortmatic wallet requires access to the email address or phone number registered on the account, and your password. Fortmatic cannot change the email address or phone number on an account.
**How login works**
* Without two-factor authentication: you receive a one-time code at your registered email address or phone number, and enter your password.
* With two-factor authentication: there is no one-time code. You enter your password and your two-factor code.
**If you have forgotten your password and you log in with an email address**
1. Go to fortmatic.com and select Wallet.
2. Enter your email address and select log in.
3. Select **forgot password** and re-enter your email address.
4. Check your inbox for a temporary password. Take care not to copy extra spaces.
5. Return to fortmatic.com, enter your email address and the temporary password.
6. Create a new password.
7. Enter the six-digit code sent to your email, or from your authenticator app if you have two-factor authentication enabled.
If it does not work, check that you have not copied extra whitespace, and that you have not mistyped a character such as an "i" for an "l" or an "o" for a "0".
**If you log in with a phone number**
If you have a recovery email connected to your phone number login, you can use that email to reset your password, following the steps above.
If you do not have a recovery email connected, password resets are not available.
**If you have lost your two-factor authentication and do not have your recovery code**
The account cannot be recovered.
**If you cannot get in**
Fortmatic wallet services go offline on January 27, 2027. If you cannot access your account, there is no further step available through Fortmatic support.
My Ethereum address/account is different
Confusion sometimes arises when a user creates an account with an email, expecting it to automatically connect to the same address as their phone number login. Fortmatic only associates an email and a phone number with the same address when a user explicitly signs up with a phone number first, then adds the email address as a backup.
I got a new phone number
Fortmatic cannot change the email address or phone number registered on an account.
Lost my 2FA codes (Authy, Google Authenticator, Duo)
When you first enabled 2FA, a file was downloaded to your computer called `Fortmatic-2FA-Emergency-Backup.png`. You can scan the QR code in that image with an authenticator app to recover your 2FA codes.
If you do not have that file and have lost access to your two-factor authentication, the account cannot be recovered.
Delete my account
To delete your Fortmatic account, please submit a request to and include the phone number and/or email connected to the account you want deleted. Note that deleting your account also removes any ability to recover access to it, including any assets still in the wallet.
For other privacy or data requests, email .
To help us process your request quickly, send it from the email address registered on the account if you have one.
## Transactions
How do I get my assets out of Fortmatic?
There are two ways to get assets out of a Fortmatic wallet, and they do different things.
| | Export your private key | Send |
| --------------------- | ----------------------- | ---- |
| ETH | Yes | Yes |
| ERC20 tokens | Yes | No |
| NFTs and collectibles | Yes | No |
Exporting your private key is the recommended option because it covers everything in the wallet. Sending only works for ETH.
The Fortmatic wallet displays only your ETH balance, so you cannot rely on what you see to decide which option you need.
**To export your private key**, see "How do I export my private key out of Fortmatic?" below.
**To send ETH**
1. Type fortmatic.com directly into your browser and log in the way you normally do.
2. Select **Send**.
3. Enter the amount of ETH, or select **Send Max** to send everything available after the network fee.
4. Enter the receiving wallet address in the **TO** field. Check it carefully. Transfers cannot be reversed.
5. Review the fee and total, then select **Confirm**.
Sending ETH does not move tokens or NFTs.
If a send fails, email .
What tokens does Fortmatic support?
The Fortmatic wallet does not display ERC20 tokens or NFTs, and they cannot be sent from Fortmatic. The balance shown in your wallet is your ETH balance only. If you hold tokens or collectibles, they are in the wallet but not visible in the interface.
Fortmatic supports Ethereum-based tokens and NFTs, including the ERC-721 and ERC-1155 standards, so anything of that kind you acquired using this wallet is still held at your wallet address.
To keep them, export your private key. This is the only way.
## Trouble Logging In
Stuck in a loop trying to login
If you are entering your email, password, and 2FA code and automatically being redirected back to the login screen over and over again, without any error messages displayed, check your computer's clock. If your computer's time is off by more than 5 minutes, that can result in this kind of behavior. Setting your computer to the correct time for your timezone should fix this.
If your computer's time is accurately set, then the next step would be to see if you are on VPN. If so, try turning that off and logging in again.
If you are still having trouble, email .
Error - We have detected you may be on a VPN or possibly a robot
This can happen if you are using Brave browser. If you run into this error, turn off the browser shields for the site you're trying to log into (click the Brave Lion icon in the URL bar and toggle shields off). Then refresh the page and log in again.
## Private Key Importing & Exporting
I lost my keystore file after exporting my private key
If you exported your private key completely out of Fortmatic, and it was lost, deleted, or otherwise inaccessible, there is nothing we're able to do to recover it.
If you exported your key as a backup, you can log in and export again.
How do I export my private key out of Fortmatic?
Exporting your private key is the recommended way to keep everything in your Fortmatic wallet. It covers ETH, ERC20 tokens, and NFTs, and lets you import the wallet into another application.
Private key export stops working on January 27, 2027.
**Steps**
1. Type fortmatic.com directly into your browser and log in the way you normally do.
2. Select **Settings**, at the top left of the wallet.
3. Under GENERAL, select **Export Private Key**.
4. Set a password to encrypt the exported file. This is a new password you create for the file, not your Fortmatic login password.
5. Save the keystore file. It will be named something like `fortmatic_keystore_mainnet_0x....json`.
**Keep the file and its password safe**
Store both somewhere you will still have access to after January 27, 2027. Once your wallet is removed from Fortmatic, the file cannot be generated again, and there is no way to reset the password you set on it. If you lose either one, Fortmatic cannot help you recover it.
**Importing into another wallet application**
MetaMask is used below as an example. Any wallet application that supports importing a JSON keystore file will work.
1. Create a MetaMask wallet using their browser extension.
2. Click the circle in the top right.
3. Select **Import Account**.
4. Choose the **JSON file** type.
5. Select your keystore file.
6. Enter the password you set when exporting. This is not your Fortmatic login password.
If you see "Key derivation failed, possibly wrong passphrase," the password is wrong. Fortmatic cannot recover it.
If the export fails, email .
Error exporting private key
If when exporting your private key, you are running into an error message that says to contact support, check your computer's clock. If your computer's time is off by more than 5 minutes, that can result in this kind of behavior. Setting your computer to the correct time for your timezone should fix this.
If your computer's time is accurately set, then the next step would be to see if you are on VPN. If so, try turning that off and logging in again.
If you are still having trouble, email .
Can I import a seed phrase or private key to Fortmatic?
Fortmatic does not support importing a private key or seed phrase.