Recovery and Continuity
Recovery and continuity capabilities ensure users never lose access to their identity wallet or accounts due to a lost device, app reinstall, or version mismatch.
Capabilities in this category
Recovery mnemonic backup
Wallet recovery from mnemonic
QR transfer between devices
Forced app upgrade
In-app issue reporting
In-app rating and feedback
Recovery mnemonic backup
Generate a 12-word recovery phrase that serves as the master key to the wallet.
What it does — Creates a 12-word mnemonic phrase that allows the user's wallet to be restored on any new device. The phrase is the only mechanism by which a wallet can be recovered if the device is lost or damaged.
When to use it — Immediately after first-time setup. Recommended for every user as a baseline disaster-recovery measure.
Key details
12-word mnemonic format
Industry-standard recovery model
Copy-to-clipboard and screenshot save options
Should be stored in a secure offline location
Treat your mnemonic like a password. Anyone with these 12 words can restore your wallet on another device. Never share it — including with 1Kosmos support staff.
Wallet recovery from mnemonic
Restore the identity wallet on a new device using the 12-word phrase.
What it does — Rebuilds the user's identity wallet on a new device by entering the 12-word mnemonic phrase. Restores identity documents, biometric assets, and verifiable credentials from the secure backup record.
When to use it — Replacing a lost or damaged device, migrating to a new phone, or recovering after a full app reset.
Key details
Requires no other data from the old device
Restores wallet contents only (not active accounts)
Verification step before restoration completes
All data restored encrypted on-device
QR transfer between devices
Migrate accounts and wallet contents to a new device by scanning a QR code from the old device.
What it does — Generates a QR code on the user's old device that contains the data needed to migrate accounts and the wallet to a new device. The new device scans the QR code, performs a LiveID or PIN check, and completes the transfer.
When to use it — Direct device migration when both old and new devices are accessible. Faster than mnemonic-based restoration and includes account links, not just wallet contents.
Key details
Requires both devices physically present
LiveID or PIN verification on the new device
Transfers accounts in addition to wallet
One-time-use QR code
Forced app upgrade
Enforce minimum supported app version across the user base.
What it does — Detects when the installed app version falls below the minimum supported version and prompts the user to update. Users can update immediately or defer for 24 hours; deferral is paused if the user visits the store but does not update.
When to use it — Automatic — triggered by 1Kosmos when a new release contains critical security or compliance updates.
Key details
Update Now or Later prompt
24-hour deferral cooldown
Generates
E_MOBILE_UPDATE_AVAILABLEeventAvailable from app version v1.20.60 onwards
In-app issue reporting
Submit support tickets directly from the app.
What it does — The "Need help?" feature lets users report issues without contacting a 1Kosmos representative externally. Users describe the issue, attach up to three screenshots, and submit. A support ticket is created automatically with event context attached.
When to use it — Whenever a user encounters a problem during onboarding, authentication, document enrollment, biometric operations, or wallet management.
Key details
Up to 3 screenshot attachments
Event context attached automatically
Available from app version v1.20.10 onwards
Accessible from the home screen or menu
In-app rating and feedback
Collect user satisfaction scores across key flows.
What it does — After completing key actions (onboarding, authentication, document enrollment, LiveID enrollment), users see a 5-star rating prompt. Low ratings (1–3) route users to the issue reporting flow; high ratings (4–5) prompt a review on the app store.
When to use it — Automatic, surfaced after specific events. Manual rating is also available from the menu.
Key details
5-star rating scale
Conditional routing based on rating
Skipping the prompt prevents future automatic prompts
Not available on Android non-GMS devices
Recovery options compared
Recovery mnemonic
Identity wallet only
12-word phrase
Lost or damaged device
QR device transfer
Identity wallet + accounts
Old device + biometric
Planned device upgrade
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