Dear Bitcoin.com Wallet users,

We have identified an issue with Samsung S21 devices where a previous Samsung update might prevent some users from opening their Bitcoin.com Wallet app.

We encourage all Samsung S21 users to update their Samsung OS version. Samsung is rolling out these updates gradually, so if it is not available yet, please check back in a few days. Updating the OS will resolve the issue that was introduced.

Follow these simple steps:

1. Open your device's Settings app.

2. Scroll down and tap "Software update".

3. Tap "Download and install".

4. If an update is available, follow the on-screen instructions to update your device.

Alternatively, you can update your Bitcoin.com Wallet to version 8.13.3 to regain access to your wallet app. This version allows you to restore your wallet via cloud or using your 12-word backup phrase.

In October 2023, Samsung released a security patch for the S21 that affected the keystore functionality where we stored the wallet key, following Android's best practices. We have reports that Samsung has now released an update patch to correct this issue. The patch, however, may not yet be available in all regions.

If you have backed up your wallet on the cloud prior to the October security update, we have released a new function to repair the wallet. This option can be accessed via Settings -> Backup & Security -> Repair wallets with backup. This option will only be available after cloud backup is enabled and synced.

We understand that these issues may be frustrating, and we appreciate your patience as we work to ensure the best possible experience with the Bitcoin.com Wallet app. If you have further questions or need additional support, please reach out to our support team at support@bitcoin.com, or by tapping on the green chat icon in the bottom-right corner.

Best regards,

The Bitcoin.com Wallet Support Team