Account recovery

Use this guide when you need to get back into your account.

Quick answer: Find your situation in the table below, then follow the matching section.

Recovery scenarios at a glance

Situation	What you still have	What to do
Forgot PIN	Email + Recovery Key	Reset your PIN in AIR Wallet or at air3.com/recovery
Forgot PIN (no Recovery Key)	Email only	Contact support
Lost email access	Recovery Key	Recover at air3.com/recovery
Lost PIN and email	Recovery Key	Recover at air3.com/recovery
Lost Recovery Key file	Email + PIN	Create a new Recovery Key in AIR Wallet or at air3.com/recovery
Cannot complete self-service recovery	Varies	Contact support

Start in AIR Wallet settings, or go to air3.com/recovery.

I forgot my PIN

If you forgot your PIN but have your Recovery Key, you can reset your PIN.

Start from:

• Forgot PIN? on the PIN entry screen
• Recover my PIN in AIR Wallet settings
• air3.com/recovery

Steps:

1. Upload your Recovery Key file
2. Enter your Recovery Key password, if you set one
3. Create a new 6-digit PIN
4. Confirm your new PIN

I lost access to my email

If you cannot log in because you no longer have access to your registered email, go to air3.com/recovery.

Steps:

1. Enter the email address originally registered to your account
2. Upload your Recovery Key file
3. Enter your Recovery Key password, if you set one
4. Set a new email address and verify it
5. Create a new 6-digit PIN

After recovery is complete, return to AIR Wallet and sign in with your new email.

I lost access to both my PIN and email

If you lost access to both but still have your Recovery Key, recover your account at air3.com/recovery.

Steps:

1. Enter the email address originally registered to your account
2. Upload your Recovery Key file
3. Enter your Recovery Key password, if you set one
4. Set a new email address and verify it
5. Create a new 6-digit PIN

I lost my Recovery Key

If you still have access to your email and PIN, create a new Recovery Key from AIR Wallet or air3.com/recovery.

Open Manage Account Recovery Key and select Create a new one instead. The new Recovery Key will invalidate the previous one. Save the new file somewhere safe.

I forgot my PIN and do not have a Recovery Key

If you still have access to your email but did not set up a Recovery Key, you may not be able to reset your PIN through self-service. See Contact support.

Contact support

If you cannot access your account or cannot complete account recovery, email support@moca.network.

We will review your case and explain your options. Some requests require identity verification. Recovery is handled case by case.