Help
Help centre
Start with the answers below. If you still need us, the real channels are listed at the bottom, and none of them will ever ask for your recovery phrase.
01Read this before you ask anyone for help
How people lose everything
They post a problem publicly, someone friendly replies within a minute, and that person asks them to “validate” or “sync” their wallet. Every request for a recovery phrase, a shard, a private key or a screen share is theft, no matter how official it looks.
- We have no phone line, no WhatsApp, no Telegram DMs and no live chat widget.
- We never message you first. Not by email, not in the app, not on social media.
- Our staff never ask you to install a remote-access tool or connect your wallet to a “support portal”.
- Anyone who does any of the above is an attacker, including if they are replying inside our own community channel.
02Common questions
Can you recover my wallet?
No. Not for anyone, not for any amount, not with any proof of identity. We never had your keys. That is the whole design, and it is the same reason nobody else can take your funds either.
I sent to the wrong address.
Confirmed transactions cannot be reversed. If the address belongs to an exchange, contact that exchange quickly with the transaction hash; they sometimes can help. Otherwise the funds are gone.
My balance is wrong or missing.
Check the address on a block explorer first. If the explorer shows funds and the app does not, it is an indexer delay. See status and the troubleshooting steps.
I restored and see an empty wallet.
Usually a forgotten passphrase, an unusual derivation path, or a mistyped word. The restore section walks through all three.
A token I do not recognise appeared.
Anyone can send anything to any address. Do not interact with it, do not visit the site in its name, and do not approve anything for it. Hide it and move on.
Why is my Tron transfer more expensive today?
Energy rental prices move with demand. If rental is unavailable, the app falls back to burning TRX and warns you first.
Is Xendra free?
Yes, for key generation, signing, sending and recovery, permanently. Swaps carry a provider fee, disclosed on the quote. See fees.
03Reaching us
| Subject | Where | Reply |
|---|---|---|
| General help | support@xendra.xyz | ~6 hours |
| Security report | Bug bounty | 24 hours |
| Privacy request | contact@xendra.xyz | 30 days |
| Legal notice | contact@xendra.xyz | 10 days |
| Press | contact@xendra.xyz | 2 days |
| Developers | developers@xendra.xyz | 2 days |
When you write, include the app version, your platform and OS version, what you did, what you expected and what happened. Screenshots help. Never include your recovery phrase, a shard, a private key, or a photo of any of them.
Still stuck?
Write to us with your app version, your platform and what you expected to happen. Never include your recovery phrase, and we will never ask for it.