Security Update | 28 October 2026
At CryptoVault, the security of our customers and their personal information is extremely important to us.
We recently became aware that a number of our customers have received suspicious telephone calls from individuals pretending to represent Ledger and other organisations.
In some instances, these callers appear to have information about customers’ previous hardware wallet purchases. This is concerning, and we want to assure our customers that we are taking the matter seriously.
What We Know So Far
We are currently investigating the possibility that customer information may have been accessed without authorisation.
One of the technical possibilities we are examining is a recently discovered vulnerability known as PHP2Shell, which affects the PHP software used by websites around the world.
Our website hosting provider, Xneelo, has publicly confirmed that it implemented additional security protections and applied the relevant PHP security patches across its managed hosting infrastructure.
At this stage, however, we have not established whether PHP2Shell was exploited on our website or whether it has any connection to the suspicious calls.
Our initial security and malware checks have not identified evidence of a compromise, but the investigation is ongoing. We are continuing to work with our service providers to establish what may have happened.
We have already contacted our customers directly with a security warning and will provide further updates as reliable information becomes available.
Important: Ledger Will Never Phone You
Please be particularly careful if you receive an unexpected telephone call from someone claiming to represent Ledger or another hardware wallet manufacturer.
Ledger does not provide telephone support and will never call you asking for information about your wallet.
Scammers can sound extremely convincing. They may know your name, the type of hardware wallet you purchased, or other personal information.
They may tell you that your wallet has been compromised, that your funds are at risk, or that you need to take urgent action to protect your cryptocurrency.
These are common tactics used to trick people into revealing their recovery phrases or transferring their funds.
How to Keep Your Cryptocurrency Safe
- Never share your recovery phrase. Your 12, 20 or 24 recovery words, private keys and other wallet secrets must never be disclosed to anyone, including CryptoVault or a hardware wallet manufacturer.
- Never enter your recovery phrase into a website or application. Do not enter recovery words because someone has instructed you to do so. Only enter them through your genuine wallet’s authorised recovery process.
- Never trust unsolicited support calls. If someone contacts you claiming to represent Ledger, Trezor, Tangem or CryptoVault and asks you to take urgent wallet-related action, end the conversation and contact the company independently through its official channels.
- Never transfer cryptocurrency to a so-called safe or secure wallet. Scammers may claim your funds are at risk and need to be moved immediately. Never transfer funds to an address supplied by an unsolicited caller.
- Never install remote access software. Do not allow someone claiming to be from customer support to remotely access your computer or mobile phone.
- Always verify transactions on your hardware wallet screen. Carefully check the recipient address and amount. Never approve transactions or instructions you did not initiate.
- Be cautious of recovery scams. If you have lost cryptocurrency, be particularly wary of individuals or companies promising to recover stolen funds in exchange for an upfront payment.
What If You’ve Already Received a Suspicious Call?
If you have received one of these calls but have not disclosed your recovery phrase, approved any unexpected transactions or allowed remote access, simply end the call and block the number.
If you believe your recovery phrase may have been compromised, stop following the caller’s instructions immediately and seek guidance through the manufacturer’s verified support channels. Any remaining funds may need to be moved to a newly created wallet with a completely new recovery phrase.
Please remember that CryptoVault has never had access to our customers’ recovery phrases or private keys. These are generated and controlled by customers using their own hardware wallets.
Our Commitment to Our Customers
We understand that these incidents are unsettling, particularly when scammers appear to have personal information.
We have been supplying cryptocurrency hardware wallets to South African customers for many years, and we value the trust you have placed in us.
We are committed to investigating this matter thoroughly, being transparent about what we establish, and keeping our customers informed.
If you receive any suspicious communication or have concerns about your wallet, please contact us directly using the official contact details published on our website.
Thank you for your continued support and understanding.
Kind regards,
The CryptoVault Team
www.cryptovault.co.za
Last updated: 28 October 2026. This notice will be updated as further verified information becomes available.
