1. What to do if you forget the password for your Coinstore Web3 wallet, which requires a password for wallet backup or transaction initiation ?
You need to set a password when creating or importing a wallet. As a non-custodial, decentralized multi-chain wallet, Coinstore does not store your wallet password and cannot help you retrieve it. You can reset your wallet password by reimporting your seed phares, so it is essential to back up your seed phares. Forgetting your wallet password means permanently losing access to your assets.
Note that this password refers to the Coinstore Web3 wallet and is unrelated to the login password for the Coinstore Cex platform.
2. Why do you need to backup your seed phares ?
Your control over the funds in your wallet depends on the ownership and control of the corresponding private key or mnemonic phrase. If you lose your seed phares, it means a permanent loss of your assets, so you need to back up your seed phares.
To back up your wallet, please follow below steps :
1. Open your Web3 wallet in the Coinstore app and click [ Backup Wallet ] in the right corner.
2. Create and confirm your password for your backup wallet. Afterward, you’ll see a reminder as shown below. You’ll need to click [ Confirm ] once more.
3. You’ll need to tap the grey box to view your seed phrase. Make sure to take a screenshot of your seed phrase and keep it safe. Once lost, it cannot be retrieved. After taking the screenshot, click "Done and next step." Please verify your seed phrase according to the chart shown in the grey box earlier, and then confirm it.
4. Once your backup wallet is successfully created, you’ll encounter the pop-up shown below.
3. Why is the account I want not appearing after importing the seed phrase or private key ?
If you import your seed phrase or private key into the Coinstore Web3 wallet and find that the account you want is not showing up, it may be due to the following reasons:
3.1. You have multiple seed phrases, and the one you imported is not the wallet you want to recover. Please find the correct seed phrase and import it again.
3.2. The account you want to find might be a derived account under the wallet imported with the seed phrase. It is recommended to add an account under that wallet and check if the account you want is listed there.
3.3. If your seed phrase was not generated by the Coinstore Web3 wallet, please use the wallet app that created the seed phrase to import it and see if you can access the account you want.
4. How to delete a created wallet account ?
Based on the characteristics of the blockchain, we cannot delete a created account, but we can remove it from the wallet. If it is a derived account created or imported from a seed phrase — such as account 1 through account 3 under wallet A — you need to remove the entire wallet from the device and then re-import the seed phrase to remove a specific account, such as account 2 of wallet A.
If it is a wallet imported using a private key, you can remove the account directly.
5. Why is the received token not showing up ?
If the corresponding token does not appear after being received, it may be because the token has not been added to your wallet. You can add it through the currency management feature. If you cannot find the token by searching its name, you can search for and add it using its contract address.
6. Do I need to pay network fees if the transaction fails ?
Yes. When you send cryptocurrency, interact with a contract, or execute other operations on the blockchain, you must pay network fees to miners or validators to process the transaction. Since the computer needs to consume network resources to process the transaction, you are required to pay these fees regardless of whether the transaction succeeds or fails. This fee is not charged by the wallet provider, so it cannot be refunded.
7. What if I send cryptocurrency to the wrong address ? Can I get it back ?
We are sorry, but due to the characteristics of the blockchain, once a transaction is successful, it cannot be canceled or revoked. You should carefully consider and verify the recipient address to see if there are any remedies available:
7.1. If the receiving address belongs to another platform, you may contact that platform's customer support to request a refund.
7.2. If the receiving address is a contract address for a specific cryptocurrency, you may contact the project team to inquire whether they can help you retrieve the coins.
8. Can I change the language of Coinstore Web3 Wallet ?
Yes, you can. Simply open your Coinstore Web3 Wallet, then go to Profile icon on the top left corner > Preferences > Language to change the language.