Frequently Asked Questions

Vaultix Wallet is a next-generation hardware cryptocurrency wallet designed for maximum security through offline cold storage. Unlike software wallets or exchange custody, Vaultix stores your private keys on a physical device with a secure element chip, ensuring your crypto assets remain protected from online threats.

The device enables you to securely sign transactions offline, supports multiple blockchain networks, and gives you complete ownership of your digital assets without relying on third-party custodians.

Estimated shipping: Q3-Q4 2026

We are currently in the pre-order phase with the following timeline:

• Q1-Q2 2026: Pre-orders open, beta testing program launches
• Q2 2026: Manufacturing begins, security audits completed
• Q3-Q4 2026: First batch ships to early access pre-order customers

Pre-order customers receive priority shipping from the first production batch and exclusive launch pricing.

No, Vaultix is currently in pre-launch phase. The product is not yet available for immediate purchase or delivery.

You can join our pre-order waitlist to:

• Reserve your spot for early access when units become available
• Receive exclusive launch pricing (discount from retail price)
• Get priority shipping from the first production batch
• Participate in beta firmware testing program (limited slots)

No payment is required to join the waitlist. We will contact you before any charges occur.

Vaultix serves security-conscious cryptocurrency holders across multiple use cases:

• Long-term holders (HODLers): Secure large positions offline with institutional-grade security
• DeFi users: Sign transactions for decentralized protocols without exposing keys online
• NFT collectors: Protect valuable digital collectibles in vault storage
• DAO treasuries: Multi-signature organizational asset management
• Business reserves: Corporate cryptocurrency holdings with compliance requirements

If you hold more than $5,000 in cryptocurrency or require the highest level of self-custody security, Vaultix provides the protection and peace of mind you need.

Vaultix differentiates through our privacy-first architecture and modern feature set:

• Zero telemetry: Unlike some competitors, we collect no usage data, analytics, or tracking information
• No KYC required: Complete privacy - no personal information collection or account registration
• Open-source firmware: Full transparency for community security audits (following Trezor's OSHWA certification model)
• Modern UI/UX: Designed for 2026 with intuitive desktop and mobile applications
• Supply chain security: Tamper-evident packaging and manufacturing verification from day one

We're building Vaultix as the wallet we wish existed - combining the security standards of established brands with the privacy expectations of the crypto community.

Yes! We provide multiple ways to preview Vaultix before pre-ordering:

• 3D product renders: High-quality visualizations showing device design and build quality
• Exploded internal view: Transparent view of secure element chip and hardware architecture
• UI mockups: Screenshots of desktop and mobile companion applications
• Beta testing program: Limited slots available for early access to pre-production units (apply through pre-order form)

All visual materials are available on our Features page. Beta testers will receive physical units 2-3 months before general availability.

Launch pricing: $149 USD (estimated retail: $199)

Pre-order customers receive exclusive early access pricing - a $50 discount from the planned retail price. This represents 25% savings and is only available to waitlist members who reserve before general availability.

What's included:

• Vaultix hardware wallet device
• USB-C cable for firmware updates
• Recovery seed cards (encrypted backup system)
• Quick start guide and security documentation
• Lifetime firmware updates

Pricing is subject to change before launch but pre-order customers are locked in at the early access rate once reserved.

Pre-order discount: $50 off retail price (25% savings)

Early adopters who join the pre-order waitlist receive $149 pricing compared to $199 planned retail. This exclusive discount rewards the community members who support Vaultix before launch.

Additional early access benefits:

• Priority shipping from first production batch
• Limited edition serial number engraving (first 1,000 units)
• Beta firmware testing access (invite-only)
• Exclusive updates and development roadmap insights

The early access window closes when the first batch sells out or 30 days after general availability launch, whichever comes first.

No payment is required to join the pre-order waitlist. Reservation is 100% free and risk-free.

Payment timeline:

1. Now: Join waitlist (no payment, no credit card required)
2. 2-4 weeks before shipping: We email you with confirmed pricing, shipping date, and payment link
3. At that time: You decide whether to complete purchase or decline (no obligation)
4. After payment: Device ships within 7-14 business days

You will never be charged without explicit confirmation. If you change your mind, simply ignore the payment email or reply to cancel your reservation with no penalty.

No. Vaultix has zero subscription fees, zero recurring charges, and zero hidden costs.

Your one-time purchase includes:

• Lifetime firmware updates and security patches
• Free desktop and mobile companion applications
• Unlimited transaction signing (no per-transaction fees)
• Customer support access
• Future feature additions at no cost

Unlike some competitors who charge for premium features or software licenses, Vaultix operates on a simple one-time purchase model. The only ongoing cost is blockchain network fees (gas fees) when you execute transactions - these are paid to miners/validators, not to Vaultix.

At launch, we will accept the following payment methods:

• Credit/debit cards: Visa, Mastercard, American Express
• Cryptocurrency: Bitcoin (BTC), Ethereum (ETH), USDC stablecoin
• PayPal: Available in supported regions
• Bank transfer: For large orders ($500+ total value)

All payments are processed through secure, PCI-compliant payment processors. We do not store payment information on our servers.

Cryptocurrency payments receive additional benefits: 2% discount for paying in BTC/ETH/USDC, plus on-chain transaction verification and privacy advantages.

Vaultix is designed as a multi-chain wallet supporting major blockchain networks and thousands of tokens:

Launch support (confirmed):

• Bitcoin (BTC): Native SegWit, Taproot support
• Ethereum (ETH): Plus all ERC-20 tokens
• EVM-compatible chains: Polygon, Arbitrum, Optimism, Base, BNB Chain
• Stablecoins: USDT, USDC, DAI across supported networks

Post-launch roadmap:

• Solana (SOL) - Q1 2027
• Cardano (ADA) - Q2 2027
• Additional Layer 2 networks as they gain adoption

Our open-source architecture enables community-driven additions for additional blockchain support through firmware updates.

Yes. Vaultix firmware will be fully open-source under a permissive license.

Following industry best practices demonstrated by Trezor's OSHWA (Open Source Hardware Association) certification, we believe transparency is essential for security devices handling financial assets.

Open-source benefits:

• Community security audits: Anyone can review code for vulnerabilities
• Reproducible builds: Verify the firmware on your device matches published source code
• No backdoors: Complete transparency eliminates hidden vulnerabilities
• Long-term support: Community can maintain firmware even if company ceases operations

Timeline: Firmware source code will be published on GitHub prior to first batch shipment, with security audit results released simultaneously. Developers can contribute improvements via pull requests.

The secure element (SE) is a tamper-resistant chip specifically designed to protect cryptographic keys from physical and software attacks.

Vaultix secure element features:

• EAL6+ certified chip: Bank-grade security used in credit cards and passports
• Isolated key storage: Private keys physically separated from main processor
• Side-channel attack protection: Resists power analysis and timing attacks
• Tamper detection: Self-destructs keys if physical intrusion detected

Why it matters: Even if malware infects your computer, the secure element prevents key extraction. If someone steals your device, they cannot extract private keys through chip decapping or fault injection attacks. This provides security orders of magnitude stronger than software-only wallets.

Without a secure element, hardware wallets are vulnerable to sophisticated physical attacks. Vaultix uses military-grade SE chips to ensure your keys remain protected even against nation-state adversaries.

Vaultix uses an encrypted recovery system that improves on the standard BIP39 seed phrase model:

Backup process:

1. Initial setup: Device generates a 24-word recovery seed phrase
2. Encrypted backup cards: Write seed words on provided recovery cards
3. Optional passphrase: Add 25th word for additional security layer (memorized, not written)
4. Verification: Device confirms you recorded backup correctly before activation

Recovery process:

1. Obtain new Vaultix device (or compatible BIP39 wallet)
2. Select "Restore from backup"
3. Enter 24-word seed phrase from recovery cards
4. Add passphrase if used
5. Device regenerates all private keys and restores full access

Security recommendations:

• Store recovery cards in separate physical locations (home safe + bank vault)
• Never photograph or digitize your seed phrase
• Consider metal backup plates for fire/water resistance
• Test recovery process with small amount before trusting large holdings

Vaultix companion applications provide an intuitive interface for managing your hardware wallet:

Desktop application (Windows/Mac/Linux):

• Portfolio dashboard with real-time pricing
• Send/receive transactions with QR code scanning
• Address book for frequent recipients
• Transaction history and CSV export
• Firmware update management
• Advanced settings (custom RPC nodes, gas fee controls)

Mobile application (iOS/Android):

• On-the-go portfolio monitoring
• Bluetooth connection to Vaultix device
• Push notifications for incoming transactions
• QR code receive address generation
• Price alerts and portfolio tracking

Security note: The apps are "watch-only" interfaces. Private keys never leave the hardware device. Even if your computer or phone is compromised, your crypto remains secure because transaction signing happens exclusively on the Vaultix device with physical button confirmation.

Vaultix firmware can be updated to add new features, support additional cryptocurrencies, and patch security vulnerabilities:

Update process:

1. Notification: Desktop app alerts you when new firmware is available
2. Download: App downloads signed firmware from official repository
3. Verification: Device verifies cryptographic signature before installation
4. Installation: Firmware updates while preserving private keys (no re-backup needed)
5. Confirmation: Device reboots and displays new firmware version

Security safeguards:

• All firmware releases are cryptographically signed by Vaultix
• Device rejects unsigned or tampered firmware
• Private keys remain encrypted during update process
• Bootloader prevents downgrade attacks to vulnerable versions

Open-source advantage: Because our firmware is open-source, you can inspect update code before installing. Reproducible builds allow you to compile firmware yourself and verify it matches our published releases.

Yes, multi-signature support is planned for post-launch firmware update (Q1 2027).

Multi-sig allows you to require multiple devices to approve transactions, providing security benefits for:

• Personal security: 2-of-3 setup (you + backup device + trusted family member)
• Business/DAO treasuries: 3-of-5 executive approval required for large transfers
• Inheritance planning: Allow beneficiaries to access funds if you become incapacitated

Planned implementation:

• Bitcoin multi-sig via P2SH and P2WSH addresses
• Ethereum multi-sig via smart contract wallets (Gnosis Safe compatible)
• Desktop app coordination for collecting signatures from multiple devices
• Hardware-backed key generation (each device holds one key shard)

Multi-sig will be a free firmware update for all Vaultix owners - no additional hardware required.

Yes, we plan to release a developer SDK and API for third-party integrations.

The Vaultix SDK will enable:

• DeFi protocol integrations: Directly sign transactions from DeFi applications
• Exchange integrations: Withdraw directly to cold storage with one click
• Portfolio tracking tools: Import Vaultix addresses into third-party analytics
• Custom applications: Build your own interfaces using Vaultix for key management

API documentation release: Q2 2027 (after initial product stability)

The SDK will follow our open-source philosophy with MIT licensing, allowing commercial and non-commercial use. JavaScript/TypeScript libraries will be provided for web integrations, with Python and Rust libraries following community demand.

Vaultix implements multiple layers of protection to ensure your private keys never leave the device and cannot be extracted:

Hardware protection:

• Secure element chip: EAL6+ certified tamper-resistant processor stores keys in isolated memory
• Physical isolation: Keys never touch the main processor or USB interface
• Tamper detection: Device self-destructs keys if physical intrusion is detected
• Side-channel protection: Resists power analysis, electromagnetic, and timing attacks

Software protection:

• PIN protection: 4-8 digit PIN required to unlock device (10 failed attempts = wipe)
• Optional passphrase: 25th word adds encryption layer to seed phrase
• Transaction confirmation: Physical button press required for every transaction
• Address verification: On-device screen shows full recipient address to prevent clipboard hijacking

Result: Even if someone steals your Vaultix device, they cannot extract your private keys without your PIN. Even if malware infects your computer, it cannot forge transactions because you must physically confirm on the device screen.

Yes. Multiple independent security audits are scheduled before launch and ongoing post-launch.

Pre-launch audits (Q2 2026):

• Firmware security audit: Comprehensive code review by recognized cryptography firm (Trail of Bits or Cure53)
• Hardware security evaluation: Physical penetration testing and side-channel analysis
• Supply chain audit: Manufacturing and distribution security verification

Post-launch commitment:

• Annual security audits by rotating independent firms
• Bug bounty program with rewards up to $50,000 for critical vulnerabilities
• Coordinated disclosure process for responsible vulnerability reporting

Transparency: All audit reports will be published publicly on our website and GitHub repository. We believe sunlight is the best disinfectant - hiding security issues only makes users less safe.

Our open-source firmware also enables continuous community security review beyond formal audits.

Vaultix implements multiple safeguards to prevent counterfeit devices and supply chain tampering:

Manufacturing security:

• Trusted foundries: Devices assembled at certified facilities with security clearances
• Secure chip provisioning: Cryptographic keys burned into secure element at factory with witnessed destruction of provisioning equipment
• Serialized production: Each device has unique serial number recorded in secure database

Packaging security:

• Tamper-evident seals: Holographic stickers that leave "VOID" pattern if removed
• Signed packaging: QR code on box cryptographically signed by Vaultix factory keys
• First-boot verification: Device confirms it has never been powered on before (anti-interdiction)

User verification:

1. Inspect packaging for tamper-evident seal integrity
2. Scan QR code with mobile app to verify signature and serial number
3. Device displays "FACTORY FRESH" on first boot (indicates no prior use)
4. Firmware signature verification confirms official Vaultix release

Warning signs of counterfeit: Broken seals, QR code verification failure, device shows previous use, firmware signature mismatch. If you encounter any of these, contact us immediately for replacement.

Your cryptocurrency remains safe if you have your recovery seed phrase. The device itself is just a secure key storage medium - the seed phrase is your ultimate backup.

Immediate actions if device is lost or stolen:

1. Do not panic: Your crypto is safe as long as you have your 24-word recovery seed phrase
2. Obtain new device: Purchase replacement Vaultix (or any BIP39-compatible wallet)
3. Restore from backup: Enter recovery seed phrase on new device
4. Transfer funds (optional): If concerned about device theft, generate new wallet and transfer to new addresses

Security considerations:

• PIN protection: Thief has only 10 PIN attempts before device wipes (exponential delay between attempts)
• Passphrase protection: If you use optional 25th word, thief cannot access funds even with correct PIN
• Time advantage: You have days or weeks to transfer funds before sophisticated attacker could potentially breach device

Prevention tips:

• Store device in secure location when not in use
• Enable passphrase for high-value holdings
• Keep recovery seed phrase in separate location from device (home safe ≠ device location)
• Consider insurance for high-value holdings ($100K+)

No. Vaultix collects zero telemetry, zero analytics, and zero usage data. Period.

Unlike some competitors who collect usage statistics "to improve the product," Vaultix operates on a strict zero-knowledge architecture:

What we DO NOT collect:

• Transaction history or amounts
• Wallet addresses or balances
• Which cryptocurrencies you hold
• How often you use the device
• IP addresses or device identifiers
• Desktop/mobile app usage analytics

What we DO collect (optional only):

• Email address: If you join pre-order list (for shipping notifications only)
• Shipping address: If you complete purchase (for delivery only, deleted 90 days post-delivery)
• Support tickets: If you contact support (for help only, not linked to device serial number)

Technical implementation:

• No analytics SDKs in desktop or mobile apps
• No phone-home features in firmware
• No cloud dependencies for any functionality
• All transaction broadcasting uses your own selected RPC nodes

We believe privacy is a human right, not a premium feature. Your financial data belongs to you alone.

Vaultix provides multiple verification methods to ensure your device is running official, unmodified firmware:

Firmware signature verification (automatic):

• Every firmware release is cryptographically signed with Vaultix release keys
• Device bootloader verifies signature before executing firmware
• Unsigned or tampered firmware is rejected automatically

Manual verification (advanced users):

1. Download firmware: Get official firmware from vaultix.com/firmware or GitHub
2. Verify GPG signature: Check file signature against published Vaultix GPG public key
3. Compare hash: SHA256 hash of firmware file must match published hash
4. Reproducible build: Compile firmware from source code and verify your binary matches official release

On-device verification:

• Device settings menu shows firmware version and signature status
• Green checkmark indicates valid Vaultix signature
• Red warning appears if signature verification fails

Supply chain verification:

• QR code on device packaging links to certificate of authenticity
• Factory-sealed devices display "FACTORY FRESH" on first boot
• Serial number registration (optional) detects if device was previously registered to different owner

These multi-layered verification systems make it virtually impossible for attackers to distribute modified firmware or counterfeit devices at scale.

Vaultix plans to ship to most countries worldwide, with some restrictions based on export control regulations:

Confirmed shipping regions (launch):

• North America: United States, Canada, Mexico
• Europe: All EU countries, UK, Switzerland, Norway
• Asia-Pacific: Australia, New Zealand, Japan, South Korea, Singapore, Hong Kong
• Additional regions: Israel, UAE, Brazil, Argentina, Chile

Restricted regions:

Due to export control laws and compliance requirements, we cannot ship to:

• Countries under US trade embargo (Cuba, Iran, North Korea, Syria, Crimea region)
• Regions with cryptocurrency bans (where possession is criminalized)

Shipping costs:

• US/Canada: Free shipping on all orders
• Europe: €15 flat rate
• Asia-Pacific: $25 flat rate
• Latin America: $30 flat rate

Don't see your country listed? Contact us - we're continuously expanding shipping coverage based on demand.

Estimated delivery times after units ship from our facility:

• United States: 3-7 business days (expedited: 1-3 days available)
• Canada: 5-10 business days
• Europe: 7-14 business days
• Asia-Pacific: 10-18 business days
• Latin America: 12-21 business days

Pre-order timeline:

For customers joining the pre-order waitlist now, the complete timeline is:

1. Today: Join waitlist (instant confirmation)
2. Q2 2026: Payment invitation email sent 2-4 weeks before ship date
3. Q3-Q4 2026: First batch ships from manufacturing facility
4. + Shipping time: Delivery based on region above

Tracking: All orders include tracking number sent via email when device ships. You can monitor real-time delivery status through carrier websites (FedEx/DHL international, USPS/UPS domestic).

Priority shipping: Pre-order customers automatically receive priority processing from the first production batch. General availability customers (joining after launch) will have longer wait times.

Yes. You can cancel your pre-order reservation at any time with zero penalty.

Before payment:

• Simply don't respond to the payment invitation email (reservation expires automatically)
• Or reply to any email from us requesting cancellation
• Or visit your account portal (link sent in confirmation email) to manage reservation

After payment but before shipping:

• Full refund available up until device ships from our facility
• Contact support@vaultix.com with your order number
• Refund processed within 3-5 business days to original payment method

After shipping:

• 30-day return window from delivery date (see return policy below)
• Device must be unused in original packaging with unbroken tamper seals
• Refund issued minus shipping costs (or full refund if defective)

We understand that circumstances change and cryptocurrency market conditions fluctuate. Our no-pressure pre-order system ensures you have flexibility to change your mind without financial risk.

Yes. Pre-order customers are limited to 3 units per person/address to ensure fair distribution.

The first production batch has limited capacity (~5,000 units), and we want to serve as many community members as possible rather than allowing bulk resellers to monopolize inventory.

Quantity tiers:

• 1 unit: Personal use - full early access benefits
• 2 units: Personal + backup/family member
• 3 units: Maximum per customer (security setup + backups)

Bulk orders (10+ units):

Businesses, DAOs, and institutions requiring larger quantities should contact enterprise@vaultix.com for:

• Volume pricing discounts (10% off for 10-49 units, 15% off for 50+ units)
• Custom shipping arrangements
• Multi-signature setup assistance
• Dedicated account management

Anti-abuse measures: We monitor for duplicate orders using address/payment matching. Attempts to circumvent quantity limits may result in order cancellation. After the first batch sells through, quantity limits will be relaxed for general availability.

Yes. Full tracking information is provided for all orders.

Tracking notification timeline:

1. Order confirmed: Email confirmation with estimated ship date
2. Device ships: Email with tracking number and carrier information
3. In transit: Track package via carrier website (link provided in email)
4. Delivery: Confirmation email when device is delivered

Carriers used:

• US domestic: FedEx or UPS with signature required
• Canada: Canada Post or FedEx
• International: DHL Express or FedEx International Priority

Signature requirement: All Vaultix shipments require adult signature on delivery (18+ age verification) to prevent porch theft and ensure secure handoff. If you're unavailable, carrier will leave notice for pickup at local facility or schedule redelivery.

Shipping issues: If tracking shows no movement for 5+ business days, or if package is lost/damaged in transit, contact support@vaultix.com immediately. We will work with carrier to resolve and ship replacement if necessary.

Vaultix includes a 2-year limited hardware warranty covering manufacturing defects.

What's covered:

• Hardware failures (secure element chip, buttons, USB port, screen)
• Factory defects (unit dead on arrival, won't power on)
• Firmware issues (device bricked after official update)

What's NOT covered:

• Physical damage (drops, water damage, crushing)
• User error (forgot PIN, lost recovery seed)
• Normal wear and tear (scratches, fading)
• Unauthorized modifications (firmware hacking, case opening)

Warranty claim process:

1. Contact support@vaultix.com with order number and issue description
2. Provide photos/videos demonstrating defect
3. If approved, receive prepaid return shipping label
4. Ship defective unit back to us
5. Receive replacement unit within 7-10 business days

Important: Before returning any device, ensure you have your recovery seed phrase backed up securely. Warranty replacements cannot recover lost seed phrases - your backup is the only way to restore access to your crypto.

Extended warranty: Optional 3-year extended warranty available for $29 (adds 1 additional year beyond standard 2-year coverage).

30-day money-back guarantee with no questions asked (conditions apply).

Return eligibility requirements:

• Device must be in original condition with unbroken tamper-evident seals
• All original packaging and accessories included (box, cables, recovery cards)
• Return initiated within 30 days of delivery date
• Purchased directly from Vaultix (not third-party resellers)

Why the tamper seal requirement:

For security reasons, we cannot accept returns of devices that have been powered on and initialized. Once a device generates private keys, we cannot guarantee it hasn't been compromised or that seed phrases haven't been extracted.

Testing before opening:

We recommend:

1. Inspect packaging and tamper seals upon delivery
2. Verify QR code authenticity via our mobile app
3. Read documentation and watch setup videos
4. Only break tamper seal once you're committed to keeping device

Return process:

1. Contact support@vaultix.com with order number and return reason
2. Receive return authorization and prepaid shipping label
3. Ship device back within 7 days
4. Refund processed within 5 business days of receiving returned unit

Defective devices: If device is defective, tamper seals don't matter - we'll replace or refund regardless of condition.

Vaultix offers multiple support channels depending on your issue type and urgency:

Email support (primary):

• General inquiries: support@vaultix.com (24-48 hour response)
• Pre-order questions: orders@vaultix.com (12-24 hour response)
• Security issues: security@vaultix.com (prioritized, 4-12 hour response)
• Enterprise/bulk orders: enterprise@vaultix.com

Self-service resources:

• Knowledge base: vaultix.com/help (comprehensive guides and troubleshooting)
• Video tutorials: Setup walkthroughs and common issue resolution
• This FAQ page: Answers to most common questions

Community support (post-launch):

• Discord server: Real-time chat with other Vaultix users and team members
• Reddit community: r/VaultixWallet (community-moderated)
• GitHub issues: Technical firmware questions and bug reports

Live chat: Available on website during business hours (9am-6pm ET, Monday-Friday) for pre-sales questions and order assistance.

Response time guarantee: We aim to respond to all support emails within 24 hours on business days. Security-related issues are escalated and typically receive responses within 4-12 hours.

Repair/replacement process for defective or damaged devices:

Under warranty (manufacturing defects):

1. Contact support@vaultix.com describing the issue
2. Support team diagnoses problem (may request photos/videos)
3. If covered by warranty, receive prepaid return label
4. Ship defective device back to us
5. Replacement shipped: New device sent within 7-10 business days

Out of warranty (user damage):

• Assessment fee: $25 diagnosis charge (applied to repair if you proceed)
• Repair quote: We provide cost estimate for repair
• Options: Pay for repair, purchase replacement at discount, or decline
• Typical repair costs: $50-$120 depending on damage severity

Before returning ANY device:

⚠️ CRITICAL: Ensure you have your 24-word recovery seed phrase safely backed up. We cannot recover seed phrases from devices. If you lost your seed phrase, you must transfer all crypto to a new wallet BEFORE sending in your device for repair/replacement.

Data handling:

• All returned devices are factory reset upon receipt (private keys wiped)
• Repaired/replaced devices arrive in factory-fresh state
• You must restore from your recovery seed phrase after receiving replacement

Yes! Vaultix will have active community channels for peer-to-peer support and user discussions.

Official community platforms (launching with product):

• Discord server: Real-time chat rooms for general discussion, technical help, and announcements (invite link sent to pre-order customers)
• Reddit: r/VaultixWallet - community forum for guides, troubleshooting, and discussions
• Telegram: Announcement channel for product updates and security alerts (read-only to prevent scams)
• GitHub Discussions: Technical firmware discussions and feature requests for developers

Community benefits:

• Faster responses for common questions (community members often reply within minutes)
• User-created guides and tips beyond official documentation
• Troubleshooting help from experienced users
• Feature suggestions and feedback directly to development team

⚠️ Security warnings:

• Never share your recovery seed phrase in any community channel - no legitimate support person will ever ask for it
• Beware of impersonators: Scammers often pretend to be support in DMs - always verify official channels
• No official support via DMs: Vaultix team will never initiate direct messages - we only respond in public channels or via official email

Report suspected scams or impersonators to security@vaultix.com immediately.

This is a critical security question with important implications.

Forgot PIN (but have recovery seed phrase):

1. After 10 failed PIN attempts, device automatically wipes for security
2. Perform factory reset on device
3. Select "Restore from backup"
4. Enter your 24-word recovery seed phrase
5. Set new PIN
6. Result: Full access restored with all funds intact

Lost recovery seed phrase (but remember PIN):

1. URGENT: Generate a NEW wallet immediately
2. Transfer ALL cryptocurrency from old wallet to new wallet
3. Write down new recovery seed phrase and store in secure location(s)
4. Result: Funds saved, old device/PIN now irrelevant

Lost BOTH PIN and recovery seed phrase:

🚨 Your funds are permanently unrecoverable. This is not a Vaultix limitation - this is how cryptocurrency self-custody works.

• No support team, company, or government can recover your funds
• Your crypto is mathematically locked forever
• This is the trade-off for true ownership - nobody can censor you, but nobody can bail you out

Prevention is critical:

• Store recovery seed phrase in minimum 2 physical locations
• Test recovery process with small amounts before trusting large holdings
• Consider metal backup plates for fire/flood resistance
• Never store seed phrase digitally (photos, cloud, password managers)
• Use passphrase (25th word) for additional security layer

Vaultix's security model prioritizes YOUR control over convenience. We cannot reset your PIN or recover your seed phrase because we never have access to it in the first place - that's what makes the system secure.