Self-Custody Backup Boundaries
Understand what Ondex can explain about wallet backup safety, what support cannot recover, and where user responsibility begins.
Reviewed 2026-05-20 by Ondex Team
Risk note
A backup problem can lead to loss of wallet access. Review your setup while the current device still works.
Quick Answer
The backup boundary is simple: Ondex can explain product safety, backup responsibility, and self-custody tradeoffs, but it cannot recreate wallet secrets that only the user controlled. For a practical checklist, read the self-custody wallet backup guide.
At a Glance
- Self-custody means the user controls wallet access.
- Support can guide product steps, but it cannot regenerate private wallet secrets.
- The best time to verify backup safety is before a phone is lost, replaced, or wiped.
What Ondex Can Help Explain
- Explain what Ondex shows during wallet setup or transaction review.
- Point users to public safety material such as the Ondex security model.
- Help users find the right product flow without asking for seed phrases or private keys.
What Ondex Cannot Recover
- Recover a seed phrase, private key, or backup stored only by the user.
- Bypass a self-custody boundary to move funds for a user.
- Guarantee access after a device is lost if the user did not preserve their wallet secret.
FAQ
Should I send my seed phrase to support?
No. Do not send seed phrases, private keys, screenshots of backups, or recovery words to anyone, including someone claiming to be support.
Is this the same as custodial recovery?
No. Custodial recovery means a provider can restore account access through its own systems. Self-custody places wallet control and backup responsibility with the user.
Next Step
Review your backup setup before you need it. If you are changing devices, confirm your recovery plan before wiping or losing access to the current phone.