The recovery to his bitcoin vault happened after a Zoom session.
The restoration was achieved without displaying sensitive information, applying accompaniment.
This article was written by Matías Mathey. The author has a diploma in cryptoeconomics, it is expert university in blockchain, DeFi, NFT and self-custody. In addition, he is a speaker at {(₿)} Bitcoin.ar, an educator at Satoshi Bookstore (B4OS) and an official partner of Liana Wallet (wallet for inheritances).
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A few days ago, Gabi (Gagriela Battiato, part of the NGO team {(₿)} Bitcoin.ar) asked me to join a meeting with a 70-year-old woman who was convinced she had lost access to the satoshis she kept in her Trezor T.
For her, the situation was final. For his family, an emotional blow that is difficult to process. And for those who accompanied her, a total uncertainty about what had happened and how to reverse it.
My way of approaching these types of situations is based on a fundamental principle: each person, family or institution has its own map.
This map includes your assets structure, your technical level, your previous history with digital tools, your particular risks, your way of thinking, your relationship with technology, your personal dynamics and, in some cases, the presence of possible heirs. Self-custody is not just a procedure, but a reflection of how each person understands and manages their assets.
Therefore, in this area there is no single recipe. Each case requires a deep reading of the context to be able to design a solution that really works. and this demands skills that go far beyond technical knowledge.
We are talking about operational experience, asset criteria, risk analysis, active listening, effective communication, modular vision, mastery of hardware wallets and, above all, professional ethics and absolute neutrality. The objective is not to impress, but to accompany and resolve.
A puzzle put together in the midst of emotional chaos
The session occurred via Zoom. There were no shared screens, no captures, or exposure of sensitive information. Just dialogue, method and patience.
The client was emotionally overwhelmed: each failed restoration attempt had increased her anguish and that of those around her. The first thing was to contain, understand and calm. The second thing, rebuild.
My strategy was to explore every corner of the Trezor Suite environment with it, almost as if we were doing digital archaeology. The objective was twofold: detect any clues that might be hiding in plain sight and help you remember your initial setup processbecause memory, especially in times of stress, tends to become fragmented and blocked.
During that journey, a pattern appeared that is repeated more frequently than is publicly recognized: the famous passphrase or “word 13.” I asked him many times—and in different ways—if he had used any additional passphrases when creating his vault. His answer was always “no.” To her, she was sure he hadn’t used her.
However, when we got to the “Passphrase” section within Trezor Suite, I noticed a conceptual mismatch: for her, “passphrase” and “passphrase” were not the same. The technical language had created a mental barrier. Semantics had played against memory.
Reviewing his material, we found a phrase noted under another name. It was not marked as a key, nor as part of his security, nor as something important. It was simply an isolated entry according to his own perception. But on a technical level, everything indicated that it could be the missing piece.
The hypothesis was beginning to take shape: That phrase was not a casual note, it was the passphrase.
We decided to try. We restored the vault by combining its initial 12 words with that phrase written “without technical label.”
It worked.
The correct vault appeared. The funds were intact. The relief was immediate and the tension built up for days vanished in seconds.
Bitcoin is not just technology: it is much more
This case ended well, but it could have had a tragic outcome due to a simple semantic nuance. The passphrase was there, written down, but not identified as such. A minimal detail capable of making the difference between recovering or losing everything.
That fine line is exactly why We must talk more about education, about inheritances, about clear procedures, about self-custody audits and professional support. Bitcoin gives you sovereignty, but sovereignty without guidance can transform into fragility.
These experiences, these “blind puzzles” and these real stories remind us that behind every hardware wallet there are human beings. And that trust—which is built in community and with trained professionals—continues to be one of the best layers of security that exists.
Disclaimer: The views and opinions expressed in this article belong to its author and do not necessarily reflect those of CriptoNoticias. The author’s opinion is for informational purposes and under no circumstances constitutes an investment recommendation or financial advice.