Funds stolen from wallet

Hi all,

Hope everyone is doing well!

Quick summary: my mom’s funds were stolen from her TrustWallet. She’s obviously very distraught as she’s a mother of 4 and it was quite a significant sum. Weirdly enough, there were no notifications about any outgoing funds (they normally always pop up when she moves her coins between wallets or sends them anywhere). Filed a ticket with support but they closed it a few days later with no update.

What we’ve done already: moved all the remaining funds to a cold wallet and a new TrustWallet wallet.

Her seed phrase was written on a piece of paper and was never sent anywhere / she didn’t interact with any staking etc.

More than happy to provide all the tx hashes.

We would greatly appreciate any help or insight as again, she’s in a difficult situation and was planning to use the profit for my brother’s uni fees. As well as maybe an idea of how it might have happened, as bruteforcing seems pretty unlikely, unless someone got extremely lucky.

Just wondering if there is anything else we or the TrustWallet support team can do? Obviously the possibility of recovering funds is practically non-existent, but still.

Thank you very much!

Hello @skon50 Sorry to hear about your recent experience.
Here are the possible reasons:

  1. She shared the 12 words (via phishing, social engineering, etc.);

  2. She saved the 12 words in a very bad place;

  3. The device is corrupted with malware;

  4. Someone had physical access to your device;

  5. She entered her recovery phrase on a fake/clone app.

  6. She transacted with a malicious DApp.

Please be informed that Trust Wallet is a free, decentralized app that allows users to be custodians of their crypto assets.

Anyone can create a wallet without the need for any user verification.

We have no way to identify the person who has access to a specific wallet or address.

Trust Wallet does not hold the funds. Everything is on the blockchain.

What this means is that a wallet can be accessed using a different app.

The Trust Wallet team cannot reverse, cancel, or refund confirmed transactions in the blockchain since the app is a non-custodial wallet. All transactions done in the blockchain are permanent.

It is recommended to create a new wallet, which I presume you have done already and please abandon the compromised one.
Please make sure you downloaded and installed the legitimate Trust Wallet app on official sites, you can check here:

Learn more: