Contact us
The Help & support row in the app (Settings → Help & support) opens a message to the same address with your app version and device already filled in, which saves a round trip.
What to include
Anything you can give us from this list gets you a faster answer:
- Your wallet address — the public one beginning
0x. Never send a private key or recovery phrase. - The transaction hash, if a transfer, swap, deposit or redemption is involved.
- Roughly when it happened, and your time zone.
- Your app version and device, or your browser, for the web interface.
- A screenshot, if there was an error message.
We will never ask for your private key, your recovery phrase, or a one-time sign-in code. Anyone who does is not us, whatever the message looks like. Fypher is a self-custody wallet: we cannot move your funds, and we do not need your keys to help you.
Common questions
Who holds my funds?
You do. Fypher is non-custodial — your keys are generated and stored on your own device, in the Secure Enclave on iPhone or the hardware keystore on Android. Fypher never takes possession of your funds and cannot move them. That also means a lost device with no backup means lost funds; there is no password reset for a blockchain wallet.
Who can use Fypher?
The Services are not offered to U.S. persons or to residents of restricted jurisdictions. You confirm this once when you first use the app. See the Terms of Service for the full list.
Is the Earn rate guaranteed?
No. Earn pays a variable on-chain rate that changes over time and is not guaranteed. Your capital is at risk. Any rate shown in the app is an estimate at that moment, not a promise.
My balance looks wrong
Balances are read from the blockchain, so the chain is the source of truth. Check your address on a block explorer first — the app links to one from any activity item. If the explorer and the app disagree, that is a bug worth reporting, and the transaction hash is the thing we need.
A transaction is stuck or pending
On-chain transactions confirm on the network's schedule, not ours. If a transfer has been pending for more than about fifteen minutes, send us the transaction hash.
Notifications
Notifications are transactional only — a deposit confirming, a redemption landing, a cooldown ending. We do not send marketing pushes. Turn them on or off in the app under Settings → Push notifications, or in your device's system settings.
Deleting your account
In the app: Settings → Delete account. This is immediate and does not require contacting us.
By email: if you cannot reach the app, write to support@fypherfi.com from the email address on the account, with the subject Account deletion request.
What is deleted
- Your email address and sign-in identity
- The link between your account and your wallet address
- Your region attestation record, which contains an IP address
- Points, mission progress and notifications
What is kept, and why
Transaction records are retained. They are keyed to a wallet address, which is public information on a blockchain rather than something we hold about you, and we have accounting and anti-money-laundering obligations that outlive an account. Removing the identity link above is what leaves those records pseudonymous.
Deleting your account does not touch your wallet or your funds. The wallet is yours and exists on the blockchain independently of us. Move your funds out first if that is what you intend — deleting an account does not empty it, and we cannot recover access afterwards.
Security
To report a vulnerability, email support@fypherfi.com with Security report in the subject. Please give us a reasonable window to fix an issue before disclosing it publicly.