Blog Jaxx Liberty Support

FAQs about Jaxx Liberty’s retirement & what it means for you.

The Decentral Team

On March 7, 2023, Decentral – the makers of Jaxx Liberty – announced plans to retire the non-custodial wallet on March 27, 2023, at 8:00 am ET. This blog post addresses the most commonly asked questions about Jaxx Liberty’s retirement, what it means for Jaxx Liberty users, and what our team is working on next.

Please also see our blog post, “Jaxx Liberty is being retired. Here’s what you need to know” for information on how to migrate your Jaxx Liberty wallet to a compatible wallet platform like Edge Wallet or Exodus Wallet.  

Frequently Asked Questions

Click on the question below to jump to the information you need.

When will Jaxx Liberty stop working? 

Jaxx Liberty is officially being retired on March 27, 2023, at 8:00 am ET. After this time, Jaxx Liberty users who have the app installed will be able to view their 12-word backup phrases for a limited time, but they may be unable to make transactions and balances may be out of date. 

To continue to manage your digital assets after March 27th, you need to migrate to a different multi-currency compatible platform like Edge Wallet or Exodus Wallet. We recommend you do this as soon as possible. Read why we recommend Edge Wallet or Exodus Wallet.

Why is Jaxx Liberty being retired?

Decentral – the makers of Jaxx Liberty – have decided to retire Jaxx Liberty in order to focus exclusively on the development & expansion of its new flagship project, Andiami: The Quest for Liberty. Moving forward, we will apply Jaxx Liberty’s underlying tools & infrastructure to Andiami to help power a user-controlled internet and assist today’s leading decentralized technologies like Bitcoin, Ethereum, and dozens of others.

Please read the official announcement for more information. 

To learn more about the Andiami project, visit andiami.org.

How do I migrate my Jaxx Liberty wallet to another compatible wallet?

Migrating your Jaxx Liberty wallet to a different compatible wallet is simple. You do not need to send your digital assets out – all you need to do is input your recorded 12-word backup phrase into a different multi-currency compatible wallet platform like Edge Wallet or Exodus Wallet. You will then be able to manage your digital assets from there.

If you wish to send your digital assets out of your wallet rather than migrate to another compatible platform, Jaxx Liberty will support transactions until March 27, 2023, at 8:00 am. We recommend you complete your transactions well in advance of this shutdown.

For more information, please see our recent blog post: “Jaxx Liberty is being retired. Here’s what you need to know.”

Why is it recommended for users to migrate to Edge Wallet or Exodus Wallet?

We strongly suggest that Jaxx Liberty users migrate their wallets to either Edge Wallet or Exodus Wallet. Both companies offer multi-currency wallets that share Jaxx Liberty’s standards or interoperability (BIP39), and Decentral has long-standing relationships with both teams.

Importantly, both Edge Wallet & Exodus Wallet are ready to provide any support required to help Jaxx Liberty users migrate their wallets. They also offer support for any issues users may encounter in the future. Each platform has provided migration instructions specific to their wallets:

If you have any questions or encounter any issues migrating to either of these wallets, please reach out to their support teams.

Can I migrate my wallet to any compatible wallet?

While it is possible to migrate to any compatible wallet that shares Jaxx Liberty’s standards for interoperability (BIP39), it is important to migrate your Wallet to one that supports multi-currencies and uses similar derivation paths. It is also very important to select a secure, reputable wallet.

We recommend that users migrate to Edge Wallet or Exodus Wallet. Both of these wallets support multi-currencies and have similar derivation paths. Both wallets are also committed to providing support for any migration issues that may occur, as well as on-going support for users, as required.

To help you migrate your wallet to these platforms, our friends at Edge Wallet & Exodus Wallet have provided specific instructions for Jaxx Liberty users who chose to migrate to their platforms:

If you have any questions or encounter any issues migrating to either of these wallets, please reach out to their support teams.

While we recommend migrating to Edge Wallet or Exodus Wallet, please be aware that both companies are separate from Jaxx Liberty, and the choice of where to migrate is completely up to you.

I migrated my Jaxx Liberty wallet to another provider. Now I can see my crypto balance in both wallets. Why?

Jaxx Liberty and similar compatible wallet companies do not hold your cryptocurrency. Your cryptocurrency remains on the blockchains (Ethereum, Bitcoin, etc.). Your wallet is just an interface that allows you to view and manage them.

When you migrate your Jaxx Liberty wallet to another multi-currency, compatible wallet using your 12-word backup phrase, you are simply using a different interface to the same wallet information. That is why it is possible to see your balance in both.

Once you have successfully migrated your Jaxx Liberty wallet to a new platform, you can simply delete the Jaxx Liberty application from your device.

What do I do if I lost my 12-word backup phrase?

Jaxx Liberty is a non-custodial wallet, which means users are in full control of their digital assets at all times. Neither Jaxx Liberty nor Decentral has the ability to hold, access, or transfer your cryptocurrency. 

When you created a wallet in Jaxx Liberty, a random 12-word backup was generated using an industry-standard known as BIP39. This backup phrase is the security information for your wallet, and it is only ever stored locally on your device—nothing is ever shared with us or stored on our servers. That means we cannot help you recover your backup phrase if you lost it because we simply don’t know it. It’s yours and yours alone.

If you have lost your recorded 12-word backup phrase, there are two ways you may be able to recover your wallet:

  1. If Jaxx Liberty is paired on any of your devices, you can get the 12-word backup phrase from the application. See our recent blog for more information on retrieving your 12-word backup phrase or follow the diagram below.
  • If you have the private key(s) of your asset(s), you may be able to recover them by using the paper wallet feature within a different multi-currency platform like Edge or Exodus. For help with this process, please contact your new wallet’s support team directly

If you have lost your recorded 12-word backup phrase and you do not have your Jaxx Liberty wallet paired on any of your devices, you have likely lost access to your wallet. 

Where can I get help migrating my wallet?

We recommend reaching out to your new wallet’s support team if you require assistance migrating your wallet. Our friends at Edge Wallet & Exodus Wallet have provided specific instructions for moving from Jaxx Liberty to their platforms.

Please reach out to their support teams directly if you encounter any issues with the migration process.

Important: Never share your 12-word backup phrase with anyone. Reputable wallet companies and their support teams will never ask for it. Don’t trust anyone or any company that does.

How can I stay safe during this migration (and beyond)?

To help ensure you stay safe and protect your assets when migrating from Jaxx Liberty to another platform (and beyond), please review this list of important things to keep in mind. Understanding this information will help ensure you remain in control of your digital assets.

  1. Choose a wallet to migrate to very carefully – we recommend Edge Wallet & Exodus Wallet. Always download the official versions of wallet applications.
  2. Never share your 12-word backup phrase or private keys with anyone – ever. Store them securely offline.
  3. Understand the things Decentral & Jaxx Liberty will never do:
    • We will never ask for your 12-word backup phrase or private key(s) 
    • We will never ask you to send funds anywhere (any correspondence you receive to send Fiat or cryptocurrency for any reason—including to “authorize” or “unlock” your account—is a scam).
    • We will never send you unsolicited emails or DMs on any social media platform (The only way Jaxx Liberty would have emailed you is if you signed up to receive MyJAXX newsletters or submitted a support ticket to our helpdesk.)
    • We will never send you a written letter (we don’t have your address)
    • We will never call you or ask you to call us (we don’t have your phone number)
    • We will never require you to provide personal identifying information (your information is yours and we don’t want it)
  4. Safeguard your device:
    • Keep your device up-to-date
    • Use trusted antivirus/malware software 
    • Avoid opening suspicious emails or websites
  5. Don’t use your non-custodial wallets as a savings account for your digital assets. They are not designed to be a cold storage device. Instead, use your non-custodial wallet as you would a chequing account and store any life-changing cryptocurrency amounts in a hardware storage wallet like Ledger or Trezor. 

NOTE: We will not be releasing another version of Jaxx Liberty. If you see a Jaxx or Jaxx Liberty wallet online anywhere else, it is a fake wallet intending to scam people. Decentral is the only maker of Jaxx Liberty, and it is not selling the wallet or brand or transferring it to anyone else.

I need support for something unrelated to migrating my Jaxx Liberty wallet. What should I do?

As a non-custodial wallet, Jaxx Liberty is simply an interface to various blockchains. This means that all of your wallet data and transactions are safely on their respective blockchains (Ethereum, Bitcoin, etc.). When you migrate your Jaxx Liberty wallet to another multi-currency compatible wallet like Edge Wallet or Exodus Wallet, you will simply be using a different interface to the same wallet information. If you experience an issue with your wallet, you can reach out to your new wallet company for support.

Our friends at Edge Wallet & Exodus Wallet have indicated their support teams are available to help Jaxx Liberty users who have migrated to their platforms:

The following Jaxx Liberty support-related FAQs may also be helpful:

I have an issue with a trade or purchase. What should I do?

If you’ve used Changelly or Simplex for a trade or purchase, please contact their support directly at the links below:

Please note that it is necessary to manually refresh the app for a purchase or trade to appear in your Jaxx Liberty wallet. You can do this by pulling down in the specific wallet or by clicking the refresh button.

I never migrated from Jaxx Classic to Jaxx Liberty. What should I do?

Your 12-word backup phrase for your Jaxx Classic is the same one that you would have used in Jaxx Liberty. Please see our recent blog post for information on how to migrate to a different multi-currency BIP39 compatible wallet: “Jaxx Liberty is being retired. Here’s what you need to know.”

Note: Jaxx Classic was discontinued in 2019 and all underlying services that were feeding it blockchain data are no longer functional. Any information you see in Jaxx Classic – including your wallet balance(s) – is very likely outdated.


How can I stay safe from scams?

Jaxx Liberty takes user privacy and security very seriously. As a non-custodial wallet, we NEVER have access to the 12-word backup phrase and private keys required to access your crypto. That information is only stored locally on your device—nothing is ever shared with us or stored on our servers. When creating a wallet, users are advised to record their 12-word backup phrase in a secure location offline and never share it with anyone. This helps ensure you remain in full control of their digital assets. We will never ask for your wallet security details (12-word backup phrase or private keys) and we don’t have the ability to move your digital assets.

Unfortunately, there are many attempts to deceive crypto wallet users – from fake social media wallet & user support accounts to fake applications in app stores. There are also several attack vectors directed at user devices that can make your wallet security details vulnerable to hackers. These include keylogging, where hackers record the keys struck on your device, and phishing scams, where hackers use fake forms and email messaging to trick you into revealing your wallet security details – among others.

Consider six ways your device or wallet security details may have been exposed:

⚠️ Could you have fallen for a fake Jaxx Liberty support site or imposter agent on social media, email, or otherwise? We do not provide support on social media, and we will never ask for your wallet security details or for you to transfer funds anywhere.

⚠️ Could you have downloaded a fake scam Jaxx Liberty app? 

⚠️ Could you have shared or inadvertently given out your backup phrase? Have you ever given your backup phrase or private keys to anyone?

⚠️ Do you remember anyone having access to your unlocked device(s), even for a few minutes?

⚠️ Did you store your backup phrase or private keys in an insecure location? This includes a device connected to the internet.

⚠️ Have you visited websites, downloaded files, or opened emails that seemed suspicious?

If your cryptocurrency has been sent out of your wallet, there is nothing we can do to help you get your lost assets back. Blockchains are decentralized and all transactions on public blockchains (Bitcoin, Ethereum, etc.) are final. We have no more information about any transaction(s) than is publicly available on the blockchains using block explorers like Etherscan.

Jaxx Liberty prioritizes security and has never been breached. All past cases of missing funds have been tied to unauthorized access to the user’s wallet in one way or another. You may want to consider reporting the incident to your local authorities for investigation.

Please see our blog post “Knowledge is power: how to avoid crypto scams” for information that is applicable to crypto wallets in general. 

I received an email/ phone call/ physical letter / DM on social media from someone claiming to work for Decentral or Jaxx Liberty. Is it for real?

No! Jaxx Liberty and Decentral team members will never contact you. The only exception to that are emails sent to MyJaxx subscribers.  

This is an example of phishing, a scam attempt where criminals impersonate a trusted entity like Decentral, Jaxx Liberty, a partner organization, or even a government. Scams directed at Jaxx Liberty users (or potential future users) can take many forms, but they are all malicious attempts to trick you into taking one or more of the following actions:

  • revealing your 12-word Backup Phrase 
  • revealing your private key(s) 
  • sending crypto out of your wallet or making a fiat payment
  • allowing remote access to your computer
  • using a fake version of Jaxx Liberty 

We recommend you report this to your local authorities too for investigation. While they may not be able to help you get your assets back, by reporting you are helping to raise the profile of this type of criminal activity. Bit by bit, we can help turn the tide.

Unfortunately, if your cryptocurrency has been sent out of your wallet, there is nothing we can do to help get your lost assets back. Blockchains are decentralized and all transactions on public blockchains (e.g. Bitcoin, Ethereum, etc.) are final. We have no more information about any transaction(s) than is publicly available on the blockchain using block explorers like Etherscan.

Please see our blog post “Knowledge is power: how to avoid crypto scams” for information that is applicable to crypto wallets in general.