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EZWALLET is a non-custodial wallet. Your wallet secrets stay on your device, and you are responsible for backups and recovery.

Create a wallet (recommended first steps)

• Choose a strong, unique password.
• Write down your seed phrase and store it offline (paper or secure hardware).
• Double-check the backup is correct (word order and spelling).
• Lock the wallet when you step away.

Restore / import a wallet

If you already have a seed phrase, you can restore the wallet by importing it in the restore flow.

Common mistakes:

• Extra spaces, missing words, wrong word order
• Using the wrong language word list
• Confusing a seed phrase with a private key or a public address

Password vs seed phrase (important difference)

• Password: protects the encrypted wallet data stored locally on your device.
• Seed phrase: the master backup that can restore the wallet anywhere.

Forgot password

• EZWALLET cannot recover your password.
• If you still have your seed phrase, you can restore the wallet and set a new password.
• If you do not have your seed phrase, access cannot be restored.

Lost seed phrase

In a non-custodial wallet, there is no central recovery. If you lose your seed phrase and lose access to the wallet, funds cannot be recovered.

Auto-lock / staying unlocked

• Avoid leaving the app idle during critical steps (like preparing a transaction).
• Unlock right before signing, and lock after you finish.

Receiving crypto

• Make sure you share the correct address for the correct network.
• If the sender is unsure, recommend a small test transfer first.

Sending crypto (step-by-step)

• Confirm you selected the correct asset and network.
• Verify the recipient address carefully (copy/paste is safer than typing).
• Review the amount and the network fee.
• Confirm and send.

Common send issues and errors

• Insufficient funds: token transfers still require network fees paid in the chain’s native coin.
• Invalid address: the address may belong to a different network or be incomplete.
• Nonce too low: there may be an earlier pending transaction (EVM networks).
• Broadcast failed: can be temporary (network instability). Try again later.

Warning: Blockchain transactions are typically irreversible once confirmed.

What are network fees?

Network fees are paid to the blockchain network to process transactions. Fees can change based on network congestion.

My transaction is slow

• High network congestion
• Fee too low for current conditions
• Network-wide delays

What should I do?

• If the transaction is pending, wait before taking action.
• Avoid sending repeated duplicates of the same transaction.

Balance not showing

• You’re viewing the correct network and address.
• Your device is online.
• Blockchain infrastructure may be delayed.
• The asset may be unsupported or hidden in your preferences.

History missing or incomplete

• The address is new and has no transactions.
• Some views may show a limited number of recent transactions.

Rates and fiat values

Fiat values are estimates and can vary. Use them as a reference, not as exact settlement prices.

Never share secrets

• Never share your seed phrase, private keys, or password.
• Anyone asking for them is trying to steal your funds.

Common scams

• “Support” asking you to “verify” your wallet by entering your seed phrase
• Fake websites/apps impersonating a wallet or an exchange
• Malware that replaces copied addresses with an attacker’s address

If you suspect compromise

• Stop interacting with suspicious sites/messages.
• Move funds to a new wallet you fully control (new seed phrase), if you can do so safely.
• Clean your environment (remove risky extensions/software, update OS/browser).

Privacy (short)

• Public blockchains are transparent. Addresses and transactions can be visible and linkable by third parties.
• EZWALLET is non-custodial: we do not store your seed phrase or private keys on our servers.

Learn more: see the Privacy & Security page.

Troubleshooting (browser/device)

• If the app doesn’t load: check connection, try another browser or a private window, disable blockers temporarily.
• If unlocking or signing fails: ensure HTTPS, try reloading; clearing site data can help (requires seed phrase to restore).

Warning: Clearing site data may remove locally stored wallet data. Make sure you have your seed phrase before doing this.

Use the support form on this site to contact us or report an issue.

Before contacting support

• A short description of the issue and what you expected to happen
• Steps to reproduce
• Browser and OS versions
• Screenshots or screen recordings (remove sensitive data)
• Transaction ID (optional) and public address (optional)

What not to send

• Seed phrase
• Private keys
• Passwords

If you believe you found a security vulnerability, use the support form and clearly mark the report as a security issue. Please avoid public disclosure until it is addressed.