Two things we can't do, because we never have your keys: recover a lost recovery phrase, or reverse a transaction. If you still have your phrase, everything else is fixable.
Restoring a wallet
On a new or reset phone, install the app, choose "Import Wallet" and enter your 12 or 24-word recovery phrase. Every network's address is derived from that phrase, so your balances reappear once the app has synced. If you also used a passcode, you set a new one during import.
A transaction looks stuck
Most delays are network congestion. Open the transaction in the app and tap "View on Explorer" to see its status on the blockchain itself. A transaction that the explorer shows as confirmed is complete even if a balance hasn't refreshed yet; pull down to refresh. If the explorer has no record of it after an hour, it was never broadcast and your funds are still in your wallet.
Prices or balances look wrong
Prices come from third-party feeds; when a feed is unavailable the app shows a banner that prices may be out of date rather than guessing. Balances are read from the blockchain. If a token you own isn't listed, add it as a custom token with its contract address.
Someone from "Hesperion" contacted me
We don't contact people first, and we never ask for a recovery phrase, private key or passcode, in any channel, for any reason. Our only addresses are hesperion.app and support@hesperion.app. Anything else using our name is a scam; please forward it to us so we can report it.
Deleting your wallet and data
Your keys and settings live only on your device. To remove them, open the app's settings and choose "Delete Wallet", or uninstall the app. Back up your recovery phrase first if you may want the funds later; deletion is permanent and we can't undo it.
If you used a feature that involved identity verification or a payment partner, email support@hesperion.app from any address and we will delete the records we hold, except those the law requires us to keep, and confirm when it's done.
Reporting a security issue
If you've found a vulnerability in the app or our servers, email support@hesperion.app with "Security" in the subject. We acknowledge reports within two business days and will tell you when the issue is fixed. Please don't test against other people's wallets.
Bugs and requests
Tell us what you expected, what happened, your phone model and the app version (shown in Settings). Screenshots help. Never include your recovery phrase in a message to anyone, including us.