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 (send, receive, swap, bridge, Nova Bank sign-in)
- Network / chain ID and a transaction hash 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/wallet/ or the Nova Plus Wallet app.
- Create a wallet and write the recovery phrase on paper, or import an existing phrase / private key.
- Confirm the network before you send or receive. Tokens sent on the wrong chain can be unrecoverable.
- Use Bridge for NovaONE ↔ NRW lock/release and the Ethereum Super Bridge. Use Global Swap for Nova / ALLTRA hubs. Use Swap on public EVM only where 1inch is available.
FAQ
Forgot password
The wallet password only unlocks the copy of the keystore on this device. We cannot reset it. If you still have the recovery phrase, delete the local wallet and import the phrase to create a new keystore with a new password. If you have neither the password nor the phrase, that wallet cannot be opened.
Lost recovery phrase
We cannot recover a lost phrase. There is no master reset. If 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.
Funds not arrived
- Confirm the sender used the same chain ID you selected in Receive.
- Wait for the network’s confirmations; RPC can lag.
- Check the transaction hash on that chain’s explorer.
- A token sent as the wrong asset (for example ERC-20 on the wrong network) will not appear as the asset you expected.
$0.00 balances
A zero display usually means the selected network has no token balance, the token is not in the wallet’s list, the RPC is unreachable, or the account you are viewing is not the one that received funds. Enable the correct network in Settings. We do not invent balances.
Irreversible transactions
Once a send, swap, or bridge is confirmed on-chain, Nova Plus Wallet cannot reverse it. Double-check address, amount, token, and network before you sign.
Nova Bank sign-in
Nova Bank sign-in is optional. It uses your Nova Bank email and PIN to view bank-linked features. It is not a substitute for the wallet recovery phrase. 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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