Support

369 Wallet is non-custodial — we have no way to reset your passcode. Your only recovery path is your 12 / 24 word seed phrase: tap Reset Wallet in the unlock screen, then re-import the wallet using the seed phrase you saved when you first set up the App. If you no longer have the seed phrase, the assets in that wallet are not recoverable. This is by design — nobody, including us, can spend your funds without it.

Blockchain transactions are irreversible once confirmed. Neither we nor any wallet provider can reverse a confirmed transaction. If the destination address belongs to a centralised exchange (Binance, Coinbase, etc.) you can sometimes recover funds by contacting that exchange's support — but there is no automatic refund. Always double-check the address (and the network) before approving a send.

Pull down on the asset list to refresh. If the balance is still off, check that you're on the right network in Settings — mainnet vs testnet have different addresses for Bitcoin and different state for everything else. If the problem persists, ping us in Discord with the chain and a truncated address; the team can investigate.

Swap routing is provided by third-party DEX aggregators. Their availability fluctuates with on-chain liquidity. If a quote fails, try a smaller amount or a different source/destination pair, or wait a few minutes and retry. If a swap was approved on-chain but the receiving asset hasn't arrived, capture the transaction hash and reach out — we'll trace it with the partner.

Fiat purchases are handled end-to-end by our licensed on-ramp partner Transak — including KYC, payment processing, and the on-chain delivery. Order status, refunds, and dispute resolution go through Transak's support channel; their order ID is on the email receipt they send. Drop the order ID in our Discord too if you want a hand chasing it down.

Only approve connections to dApps you actually intended to visit. The App shows the dApp's name and origin before you confirm. Once connected, every signing request inside the dApp still requires explicit approval. Be especially careful with token-approval transactions — review what amount and which token contract is being approved before you sign.