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The R3covery Card is not recognized.

When the card is not recognized, the message “Keep the R3covery Card in the correct position” appears.

[What to do]​

  • Place the card at the correct position on the back of the device and hold it there without lifting it until recognition finishes.
  • Lifting the card while the progress bar is showing cancels the reading. Keep it in place until the progress bar is completely full.
  • If there is a thick case or a metal object between the card and the device, remove it and try again.
  • Move the card slightly to find the spot where it is recognized.

[If none of the above helps]​

Please record a video of you tagging the card.

Submit a 1:1 inquiry with the information below and we will review it and get back to you.

Go to 1:1 inquiry

  • Phone model : e.g. Galaxy S20, iPhone 11
  • iOS or Android version : e.g. iOS 14.7
  • DCENT app version : DCENT app > "Setting" tab > App info
  • Firmware version : On DCENT X, "Settings" > Device Info > Firmware Update
  • A screenshot or video showing the problem
  • Are your recovery words (24-word mnemonic) stored somewhere safe?

[User guide]​