Prime Onchain Wallet secures your key shard using the built-in hardware security on your mobile device. It is important to note that certain device-level actions can affect your ability to access your key shard.
Understanding which actions are disrupting to key shard access can help prevent unintended loss, and ensure the right steps are utilized if an issue occurs.
The following actions permanently destroy the key shard stored on your device. (Once lost, a key shard cannot be recovered from your device. Instead, you will need to complete the key shard recovery process with your organization's administrators using the Restoring Access to a Onchain Wallet process)
Erasing or wiping your device — A factory reset ("Erase All Content and Settings"), remote wipe via Find My iPhone, or mobile device management (MDM), or a DFU (Device Firmware Update) restore will permanently delete all secure data on the device, including your key shard.
Uninstalling the Coinbase Prime app — Removing the app from your device permanently deletes the key shard stored on it. Reinstalling the app will not restore it.
Exceeding failed iOS passcode attempts — If your device is configured to erase data after 10 failed iOS passcode attempts, all secure data is permanently deleted, including your key shard.
Removing or disabling your iOS passcode — Your key shard requires an active iOS device passcode. Disabling or removing the iOS passcode permanently invalidates access to the key shard.
Switching to a new device — Key shards are bound to the specific device hardware they were created on. They cannot be transferred to a new device, even through an encrypted backup or iCloud restore. See the Upgrading your mobile device as a Onchain Signer help center article on how to set up your new device.
Device hardware replacement — If your device's logic board or secure hardware component is replaced during a repair, the key shard tied to the original hardware is permanently lost.
Mobile Device Management (MDM) Policies: Some MDM configurations automatically reinstall managed apps as part of routine policy enforcement, profile updates, or device compliance checks. If your MDM uninstalls the Coinbase Prime Approvals app (even temporarily) the key shard stored on that device is permanently deleted. Work with your IT team to ensure your MDM policy excludes the Prime Approvals app from any reinstallation workflows.
The following scenarios temporarily prevent access to your key shard:
Removing Biometrics (Face ID or Touch ID) — Removing biometrics will result in temporary loss of key shard access until biometrics are re-added.
iOS update in progress — During and immediately after an iOS update, key shard access may be briefly unavailable. Once the update completes and you unlock your device with your passcode, access is restored.
No data is lost during these procedures, and access is automatically restored once the condition is resolved.
The following scenarios have no effect on your key shard:
Changing your SIM card — Swapping a physical SIM or switching eSIMs does not affect your key shard. SIM cards operate independently from your device's secure hardware.
Changing your device passcode — Updating your passcode re-secures your key shard with the new passcode automatically. Your key shard remains fully accessible.
Adding alternative Face ID/Touch ID — Adding secondary Face IDs/Touch IDs to your device will not have any impact on access to the key shard.
Changing or signing out of your Apple ID — Your key shard is stored locally on your device and is not tied to your Apple ID. iCloud sign-out or Apple ID changes do not affect it.
Wi-Fi or network changes — Switching Wi-Fi networks, cellular carriers, or receiving carrier settings updates has no impact on your key shard.
Low device storage — Running low on storage does not affect existing key shard data. However, we recommend maintaining adequate storage for normal app operation.
You can perform any of these without risk to your Onchain Wallet access.