We're here to help.

If a sell transaction doesn't go through, don't worry, your Bitcoin is safe in your wallet the whole time. Selling happens through MoonPay, our regulated payment partner, so most issues are resolved on their side.

Try these steps:

1. Check your internet connection and try again.
2. Make sure you completed every step of MoonPay's checkout, including any identity verification.
3. If the transaction shows as pending, give it a little time, payouts can take time to process and usually arrive the same day.
4. If it shows as failed, no Bitcoin will have left your wallet. You can simply try again.

If a payment was taken but you haven't received your funds, this is handled directly by MoonPay under their own process. You can reach MoonPay support at support.moonpay.com or contact them here. You can also tap our chat icon and we'll point you in the right direction.

If you've sent or received Bitcoin and can't see it yet, here's how to check:

1. Open your transaction history in the app to see the status of any recent payment.
2. Bitcoin transactions need to be confirmed on the network. Lightning payments are near-instant, but on-chain transactions can take longer depending on network conditions.
3. If you received funds to an on-chain address, confirm the sender used the correct address and network.
4. Check that you're viewing the correct wallet if you have more than one.

Because EvoMone is non-custodial, your funds always live on the Bitcoin network, never with us. If something still doesn't look right, tap the chat icon and we'll help you investigate.

If you believe someone has gained access to your wallet or recovery phrase, act quickly. Bitcoin transactions cannot be reversed, so speed matters.

1. Create a new wallet with a brand new recovery phrase. Never reuse the compromised one.
2. Move any remaining funds from the compromised wallet to your new one immediately.
3. Scan your device for malware or suspicious apps that may have exposed your phrase.
4. Check your cloud and email accounts in case your phrase was ever stored or screenshotted there.
5. Never store your new phrase digitally. Write it down and keep it offline.

Remember, EvoMone never has access to your keys or funds, so we cannot reverse a transaction or recover stolen Bitcoin. This is why protecting your recovery phrase is so important. Tap the chat icon if you need guidance through these steps.

Tech support scams are one of the most common ways people lose crypto. A scammer pretends to be from EvoMone support, often claiming there's a problem with your wallet or suspicious activity on your account, to pressure you into handing over access.

Here's the simple rule that keeps you safe: because EvoMone is non-custodial, real support never needs access to your wallet, your recovery phrase, or your device. If anyone claiming to be support asks for these, it is a scam, every time, no exceptions.

Genuine EvoMone support will never:

1. Ask for your 12-word recovery phrase or private keys.
2. Ask you to install remote-access or screen-sharing software.
3. Ask you to move your funds to a "safe" or "holding" wallet.
4. Contact you first by phone, social media, or direct message asking for any of the above.

Our only support channel is the live chat on our official app and website. If you're ever unsure whether a message is really from us, stop, don't act on it, and reach us directly through the chat.