Help without asking for your keys.

Anyone with your recovery phrase or private key may be able to move your assets. Never enter wallet secrets into a website, message, support form, or remote-access session.

What support can help with

We can help diagnose app behavior, connection problems, QR scanning, balance display, transaction status, and optional iCloud backup issues. We cannot access a wallet, recover missing credentials, approve a transaction, or reverse a blockchain transfer.

Balance or history is not updating

Sovnari uses third-party network providers to retrieve public blockchain information. A temporary provider or internet problem can delay updates. Confirm the device is online, the correct wallet and network are selected, the address belongs to the expected wallet, and the app and iOS are current. Compare a public transaction ID with a reliable explorer for the same network when needed.

A transaction is pending

Confirmation depends on the selected network, fee, congestion, miner policy, and other conditions outside TATSEN’s control. A transaction can remain pending, be rejected, or take longer than an estimate. Support cannot force confirmation, change the recipient, or recover funds sent to an incorrect address.

QR scanning is not working

Confirm camera or photo access is enabled for Sovnari in iOS Settings. Use a clear, complete QR code and verify that it contains a supported address or request for BTC, BCH, LTC, or DOGE. Before sending, compare the decoded network, address, and amount with the intended recipient’s information.

Face ID or Touch ID is not working

Confirm biometric authentication is configured on the device and permitted for Sovnari. iOS performs the biometric comparison; Sovnari receives only the result. Biometric access does not replace a valid wallet recovery method.

Restoring a wallet

A wallet can be restored only with the correct recovery material or a usable optional encrypted iCloud backup. Check every recovery word, spelling, and order. For iCloud, confirm the device uses the correct Apple Account and that the required backup access remains available. TATSEN cannot reconstruct a phrase, derive a private key from a public address, or bypass Apple Account security.

Information useful for diagnosis

Provide only non-secret details: the Sovnari version, iOS version and device model, affected network, exact error message, and steps that produced it. A public address or transaction ID can expose blockchain activity; share it only when necessary. Remove unrelated names, screenshots, and personal information.

Delete a wallet or its data

Open Settings → Wallet Management, select the wallet, choose Remove Wallet, and confirm. Delete an optional iCloud backup separately from the wallet details or applicable iCloud storage controls. Deleting a wallet cannot remove transactions already recorded on a public blockchain.

Contact

For a technical issue, you can open an issue at github.com/sovnara. Do not include wallet secrets or unnecessary personal information.