Open Settings in the app and tap Contact Support to start a chat, or write to info@thorwallet.org. Send your public address, the transaction ID and a screenshot. Never send your recovery phrase.
On this page
THORWallet support is reached through the chat inside the app or by email. Treat a direct message on Telegram, X or Discord that claims to be THORWallet support as a scam attempt.
Start a chat in the app
- On the wallet home screen, tap the gear icon to open Settings.
- At the top, under Support, tap Contact Support.
- Choose a topic and describe your case.
With a seed wallet selected, you can also tap the support icon at the top of the wallet home screen, next to the gear icon. With a vault selected, that place holds the QR scanner, so use Settings.
The chat opens from inside your wallet, so you do not have to identify yourself. For card and verification questions, use the chat in the app.
In the web app and in THORWallet Terminal: write to info@thorwallet.org, or use the chat in the mobile app.
Write an email
Send your message to info@thorwallet.org. Use this channel also when you cannot open the app.
What to send
The more exact your first message, the fewer questions come back.
| Send this | Why |
|---|---|
| What you tried to do and what happened instead | Describes the case |
| Date and time | Finds the event |
| Your public wallet address and the network | Lets support look at the public record |
| The transaction ID (hash), if there is one | Identifies the transaction |
| The exact error text and its code, if shown | Points to the cause |
| A screenshot of the screen | Shows what you see |
| App version and phone model | Rules out known issues. Settings shows the version at the bottom. |
For a card case, say which card it concerns and the date and amount of the payment. Do not send your full card number.
What support never asks for
Support will never ask for your recovery phrase. It also never asks for your private key, your PIN, your vault backup files or passwords, or your card PIN. Never share these, in the chat or anywhere else.
Do not install remote-control software and do not share your screen with someone who says they are from support.
What support can and cannot do
Support can explain a status, an error or a fee, help you find a transaction, and help with card and verification questions.
Support cannot reverse or cancel a blockchain transaction, recover a lost recovery phrase, reset your PIN or speed up a network confirmation. Identity verification for the card is carried out by the partner that issues the card, so support cannot approve it for you.
If the chat does not open
If the app shows Support chat is unavailable, nothing was sent. Update the app from the download page and try again, or write to info@thorwallet.org.
Related
- Stay safe from scams
- Balance or token not showing
- Privacy and your data
- How self-custody works in THORWallet
Common questions
Where is the support chat in the app?
Open Settings and tap Contact Support at the top. With a seed wallet selected, there is also a support icon at the top of the wallet home screen.
Is there an email address for support?
Yes. Write to info@thorwallet.org and describe your case. For card and verification questions, use the chat in the app.
Can I talk to a person?
Yes. The chat may answer first with an automated assistant. Ask for a human agent in the chat if the answer does not solve your case.
What will support never ask for?
Your recovery phrase, your private key, your PIN, your vault backup files or their passwords, and your card PIN. Anyone who asks for these is a scammer.
Can support reverse a transaction or recover my wallet?
No. THORWallet is self-custody software and holds no keys. Support can explain what happened and what you can do next.
Thank you.
Sorry about that. Chat with support inside the app, or write to info@thorwallet.org. Support will never ask for your recovery phrase.