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wallet_support.md
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LUX8 Wallet — Support

Email: [email protected] — we read every message.

1. Before you write

  • I forgot my password. The password is not stored anywhere and cannot be reset — that is what keeps the wallet self-custodial. Reinstall the wallet and restore it with your 12-word recovery phrase, then set a new password.
  • I lost my recovery phrase. If you still have access to the wallet, open Settings → Show recovery phrase, write it down on paper, and keep it safe. If you have lost both the phrase and access to the app, the funds cannot be recovered by anyone, including us. This is a property of self-custody, not a support issue.
  • My wallet disappeared after not using it for a while. On the web version, the operating system can clear browser storage for apps left unused. Your funds are on the blockchain and are unaffected — restore the wallet with your recovery phrase.
  • A transaction failed. Failed transactions cost only the network fee; nothing else moves. Common causes: the balance does not cover the amount plus the fee, or — for swaps in Manual mode — the price moved beyond the slippage limit you set. Try a wider slippage setting, or use Ultra mode, which manages this for you.
  • A swap says “no route found”. There is no liquidity path for that pair at that size right now. Try a smaller amount or a different token.
  • My balance looks wrong. Refresh on the main screen. Balances come straight from the Solana chain; if an explorer shows something different, the two are reading different confirmation levels — wait a few seconds and refresh.

2. What we can and cannot do

We can help with the app: bugs, display problems, questions about how a feature works, and reading a transaction you do not understand.

We cannot reverse a transaction, recover a lost phrase or password, or retrieve funds sent to a wrong address. No one can — those are properties of the blockchain, not policies we chose.

We will never ask for your recovery phrase or password. Anyone who does, including someone claiming to be us, is trying to steal your funds.

3. Reporting a security issue

Email [email protected] with “security” in the subject. Please include what you found and how to reproduce it, and give us a chance to fix it before publishing.

4. Privacy

What the app sends and where: lux8.net/wallet-privacy.html.