📖 Help Center

Guides for common scenarios and frequently asked questions

Device Recovery

🖥️ I lost my laptop (still have my phone)

Open the Aegis mobile app on your phone
Tap "💻 Lost Laptop?" on the dashboard
Confirm with biometric verification (fingerprint or face)
Your old desktop device will be disconnected
To view your license key: tap "🔑 View Key" on the dashboard and verify with biometric
Install the Aegis extension on your new laptop and enter your license key

📱 I lost my phone (still have my laptop)

Open the Aegis extension popup on your desktop
Click "📱 Unlink Mobile Device"
The extension will attempt to reach your phone for biometric confirmation
If your phone is unreachable (lost, broken, offline), the request will time out after 60 seconds
After timeout, click "Recovery options" to retrieve your license key via email
Visit Account Recovery and enter the email you used when purchasing Aegis
Install the Aegis mobile app on your new phone and enter your license key

Note: Trial licenses are not associated with an email address and cannot be recovered via email. Reinstalling the extension on the same device will restore your existing trial with its original expiry date.

📱🖥️ I lost both my phone and laptop

Visit Account Recovery from any device
Enter the email address you used when purchasing Aegis
Your license key will be sent to that email
Install the Aegis extension on your new laptop and enter the key
Install the Aegis mobile app on your new phone and enter the same key

If you're unable to recover your key via email, contact support@aegis-security.app. For security reasons, license keys are only delivered to the registered email address on file.

Account Security

🔐 Protecting Your Aegis Account

Your Aegis security depends on two things: your license key and your registered email address. Together, these allow pairing devices to your account.

License key — Displayed once during initial activation. Required to pair both your desktop browser and mobile phone. Anyone with your license key can pair a device to your account, which would disconnect your existing device of that type (1 desktop + 1 mobile limit).
Registered email — Used for license recovery. Anyone with access to your registered email can request your license key be sent to that email, and then pair a device. Securing your email account is essential.

⚠️ Important: If an unauthorized party obtains your license key, they could pair their device to your account — which would disconnect your currently paired device. If they pair a mobile device, they would receive Aegis verification prompts for transactions initiated from the paired desktop browser, and could approve those prompts. They cannot independently initiate, create, or execute transactions — Aegis does not have access to your wallets, exchanges, or funds. To reduce this risk:

Do not share your license key with anyone
Secure your email account with a strong password and two-factor authentication
Do not store your license key in plain text in easily accessible locations
If you suspect your key has been compromised, contact support@aegis-security.app immediately

🚨 I think someone has my license key

Immediately unlink all devices — Use your phone ("Lost Laptop") or desktop ("Unlink Mobile") to remove paired devices
Contact support — Email support@aegis-security.app and request a key reset
Secure your email — Change your email password and enable two-factor authentication if not already enabled
Re-pair your devices — Once you receive a new key, pair your desktop and phone again

Aegis uses a 1+1 device limit (one desktop, one mobile). If someone pairs their device, your device will be disconnected — this may serve as an indication that your key has been compromised.

Frequently Asked Questions

How many devices can I use with one license?

Each license supports one desktop browser and one mobile device. If you pair a new device of the same type, the previous device of that type will need to be unlinked first.

What happens if I reject a transaction on my phone?

The transaction is blocked in your browser. You can re-verify the same address by pasting it again, which will send a fresh approval request to your phone.

What happens if my phone is offline when a transaction is detected?

The approval request will time out after approximately 30 seconds. Your browser will proceed normally. Aegis is designed to fail open — a service interruption is not intended to lock you out of your accounts.

Does Aegis accept passcode instead of biometrics?

If biometric authentication (fingerprint or Face ID) is unavailable on your device, your device passcode or PIN may be accepted as a fallback. This behavior is controlled by your device's operating system, not by Aegis. For maximum security, we recommend enabling biometric authentication on your device.

Does Aegis work on all websites?

Aegis monitors cryptocurrency wallet interactions and exchange withdrawal requests across major exchanges and dApps. Some websites may use non-standard implementations that Aegis may not detect. See our Security Model for known limitations.

Can Aegis see my private keys or seed phrases?

No. Aegis never requests, accesses, stores, or transmits private keys, seed phrases, passwords, or wallet balances. See our Security Model for full details on what data Aegis does and does not access.

What is the Sentinel feature?

Sentinel is an optional feature in the mobile app that periodically checks publicly available blockchain data for watched wallet addresses and notifies you if a balance changes. Sentinel checks are periodic, not real-time, and notifications are informational only. Balance change alerts are only displayed while the app is open — Sentinel does not currently deliver push notifications when the app is closed or backgrounded. See §16 of our Terms for full details.

How do I cancel my subscription?

Subscriptions are managed through the payment processor. To cancel, visit your payment account or contact support@aegis-security.app. Cancellation stops future billing but does not provide a refund for the current billing period. See §17 of our Terms for refund policy.

Is my data shared with third parties?

We use Ably for real-time message relay, Supabase for database infrastructure, and Resend for license recovery emails. These services process the minimum data necessary for their function. We do not sell, share, or use your data for marketing. See §14 of our Terms for complete details.

Contact Support

For any issues not covered above, contact us at support@aegis-security.app.

For security reasons, we will never ask for your license key via email or support conversations. License keys are only delivered to the registered email address on file through our Account Recovery system.