Emanet Wallet Support

Contact

For support, contact:

support@emanetwallet.com

Expected response time:

2 business days

What Emanet Can Help With

Emanet support can help with:

• Understanding wallet setup and backup warnings.
• Understanding supported tokens and networks.
• Reading receive addresses.
• Understanding why a token-network pair may be hidden or read-only.
• Understanding transaction review warnings.
• Troubleshooting app lock, Face ID, Touch ID, or device passcode behavior.
• Troubleshooting balance, price, or transaction-history refresh issues.
• Reporting bugs, suspicious UI behavior, or possible scam-token display issues.

What Emanet Cannot Do

Emanet support cannot:

• Recover a lost recovery phrase.
• Access your private keys.
• Move funds for you.
• Reverse blockchain transactions.
• Cancel confirmed blockchain transactions.
• Guarantee token prices, liquidity, fees, or transaction confirmation times.
• Provide investment, tax, legal, or financial advice.
• Act as an exchange, broker, bank, payment service, custodian, or licensed financial institution.

Self-Custody Safety

Never share your recovery phrase or private keys with anyone. Emanet support will never ask for them.

If someone asks for your recovery phrase, private key, screen-sharing session, or remote device access, treat it as unsafe.

Before sending assets:

• Confirm the token.
• Confirm the network.
• Confirm the recipient address.
• Confirm the amount.
• Review the estimated fee.
• Remember that crypto transfers are irreversible.

Balance Or History Looks Wrong

Balances and history may depend on third-party blockchain providers. If data looks stale:

• Pull down to refresh inside the app.
• Confirm your internet connection.
• Check whether the network provider is having issues.
• Open the transaction on the relevant explorer when an explorer link is available.
• Wait and refresh again if the network is delayed.

Emanet should show provider failures clearly. A balance display issue does not mean Emanet holds your funds.

Sending Assets

Emanet public v1 should only expose supported send rails that have passed release gates. If a token or network is hidden or read-only, it means the rail is not publicly enabled.

Do not send assets to an address unless you are sure the token and network match what the recipient supports.

Swaps

Swaps are not available in public v1. If swaps are tested later, they must be provider-powered, disclosed in quote details, and kept behind a beta flag until release review is complete.

Donation Commitment

Emanet may state that Emanet income is donated to TÜRK SİLAHLI KUVVETLERİNİ GÜÇLENDİRME VAKFI.

This commitment applies only to Emanet income. User wallet assets, user transfers, and blockchain network fees are not held by Emanet and are not donated by Emanet.

Unless a written agreement exists, this statement does not imply endorsement, sponsorship, approval, or partnership by the foundation.

Security Reports

For security reports, contact:

security@emanetwallet.com

Include:

• App version.
• iOS version.
• Device model.
• Steps to reproduce.
• Screenshots or screen recordings if safe.
• Do not include recovery phrases, private keys, provider keys, or signed transaction payloads.

App Store Review Notes

For App Review, Emanet should provide:

• A reviewable wallet flow.
• Clear notes that public v1 has no swaps.
• Clear notes that Emanet does not custody funds or private keys.
• Live Support URL and Privacy Policy URL.