The SafePal wallet is composed of two parts: the SafePal App and the SafePal S1 hardware wallet. There are security settings for both of them.
To help users to better distinguish, we would use 'security password' for the SafePal App, and 'PIN code' for the SafePal S1 hardware wallet.
Password on the SafePal App is a set of at least 8 alphanum(letters and numbers).
PIN code on the SafePal S1 hardware wallet is a set of 6-12 digits.
Check more information about the security password here.
Since SafePal doesn't store any of your personal information such as phone number or email, we cannot help to recover your account once you forget the password or PIN code. Here is the suggestion when this situation happens:
Please re-install the SafePal App from Appstore or our homepage and then set a new wallet password.
Please reset your wallet and recover it with the correct mnemonic phrase.
Before that, please make sure you have the correct mnemonic phrase in hand to avoid asset lost.