We will never ask for your recovery phrase. Nova staff, email, and in-app chat will not request your 12/24 words or private key. Anyone who asks is not us.
Contact
Email [email protected] with:
- The device (iOS, Android, or web)
- What you were doing (spot, OTC, buy crypto, deposit, withdraw, Nova Bank sign-in)
- Market pair and a transaction hash or transfer id if funds did not arrive
Do not paste a recovery phrase or private key into the email.
Getting started
- Open https://www.nova-x.io/exchange/ or the Nova X app.
- Sign in with your Nova Bank email and PIN. Nova X uses that session — it does not create a recovery phrase.
- Fund from the Nova Bank ledger or a deposit you control. Nova does not invent USDC or other stables.
- Trade only against a live book. Empty books stay empty. Market execute stays off until a live, non-synthetic quote exists.
FAQ
Forgot password
Nova X does not have a separate exchange password. Sign-in is your Nova Bank email and PIN. If you cannot open the bank session, contact [email protected] from the email on the account. A self-custody wallet password only unlocks a keystore on that device — we cannot reset it. If you still have the recovery phrase, import it in Nova Plus Wallet. If you have neither the password nor the phrase, that wallet cannot be opened.
Lost recovery phrase
We cannot recover a lost phrase. Nova X does not store one. Bank-ledger balances are not restored with 12/24 words. If you used Nova Plus Wallet and the wallet is still unlocked on a device, immediately back up the phrase from Settings → Backup, then move funds to a new wallet whose phrase you control. There is no master reset.
Funds not arrived
- Confirm the sender used the same chain and asset you selected in Receive / deposit.
- Wait for the network’s confirmations; RPC and ledger posting can lag.
- Check the transaction hash on that chain’s explorer, or the transfer id on Nova Bank.
- A token sent as the wrong asset (for example ERC-20 on the wrong network) will not appear as the asset you expected.
- OTC instructions do not move funds by themselves — the OTC contract never holds funds.
$0.00 balances
A zero display usually means the selected account or network has no posted balance, the book is empty, the token is not listed, the RPC is unreachable, or you are viewing a different session than the one that received funds. We do not invent balances. Empty books stay empty.
Irreversible transactions
Once a trade fill, withdrawal, swap, or bridge is confirmed, Nova X cannot reverse it. Double-check address, amount, token, pair, and network before you confirm.
Nova Bank sign-in
Nova Bank sign-in is how you open Nova X. It uses your Nova Bank email and PIN (JWT), not a recovery phrase. It is not a substitute for a self-custody backup. Bank support and ledger questions go to the same ops mailbox; do not send a wallet phrase when asking about a bank account.
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