1.5.3. I lost my blockchain key, or forgot the password. Can I retrieve it?ΒΆ


CargoX does not have access and can not restore the private keys of users.

Always create a backup of your blockchain key file or blockchain key text and its encryption password!

Step 1: Give it another try

Try to find your blockchain key:

  • If you downloaded blockchain key file, try to find the file - usually, people download it either into the Download or Desktop folders. By default, the filename looks similar to this: CargoX - Blockchain key - John Campbell - 0x94ffEB1b2277645f1022DcdD3B3819F974a3e96E.json where the first part includes your first and last name, and the last part is your public blockchain address (which you can find in your CargoX account's My profile under Privacy & Security tab). Could it be that you followed the on-screen instructions, and created a copy of the downloaded file on an external USB key/drive?

  • If at the time of creating the blockchain key you were unable to download the file, you might have decided to copy your blockchain key text into the clipboard. You would probably have saved it in a document on your computer. Try to remember where and when, maybe you can find it. The blockchain key text is represented by 521 characters of text (without any spaces and split lines).

If you have the above blockchain key file or blockchain key text, but can not remember the decryption password for the blockchain key:

  • When you were asked to select the encryption password, we suggested that you do not repeat the same password that you used for the login (but some users do that anyhow). Also, we requested that the password is at least 8 characters long, and suggested that includes letters, numbers, and special characters.

Step 2: If that did not work

If you had no luck finding the blockchain key, then to solve the situation, please do the following:

Step 2.1:

Log into your CargoX account with your username (email) and password

Step 2.2:

Go to the My profile into the Privacy & Security tab and click Add new Blockchain key.

Step 2.3:

Create a new blockchain key, and link it to your CargoX account.

Step 2.4:

Create a backup copy of this new key. Write down its password to a safe place. We suggest this safe place is not the same place where the key is stored.

Step 2.5:

Once you complete previous tasks, ask a co-worker that has a CargoX Platform account and an active blockchain key (and proper permissions), to log into CargoX Platform, and approve your new blockchain key (instructions).

If you are the only person under your company who had an active blockchain key, we can help you with activating your blockchain key, but for your own protection, you need to pass the CargoX Concierge verification first. Send an email to support@cargox.io from an email registered with your CargoX account, and request activation of your new blockchain key.

Thanks to CargoX Concierge Service you do not have to worry about anything, as nothing is irreversibly lost.

Step 2.6:

You will receive an email notification when your new key is approved.

Please create a backup of the new key (and password).


CargoX Concierge Service allows us to help you in case you lose your blockchain key or forget its password.

Additional documents and personal verification will be required from the initiator before CargoX is allowed to step in.

CargoX Concierge Service is currently provided free of charge to all users for up to one (1) incident yearly. Further interventions are charged per our price list.

You can decide to opt-out from CargoX Concierge Service, but in that case, you are completely responsible for your blockchain keys, and in case of a problem CargoX can not help you. To opt-out write to support@cargox.io.