FAQs

Our system uses two fundamental elements to achieve the recovery process:

1.   A Recovery Seed, which is stored within the card's chip in a secure environment by the manufacturer.

2.   A Recovery Key, which is generated during the card's initial setup.

While both are vital for the recovery process, neither contains the Private Key.

To initiate the recovery, you'll first request a Backup Card on your App. This step requires authentication via both email and phone, as you'll receive a code on each. Once you have the Backup Card, you can start the recovery process where your Recovery Key and your Recovery Seed will be automatically combined within the chip to regenerate your original Private Key. Just like that, you're set to manage your crypto assets with ease once again.

‍‍The Backup Center is a vault-like server secured by the HashiCorp Vault service. What makes it special is that its access is encrypted so that only you, with your phone and email (2FA), can access the information it holds; no one else can. Furthermore, any data it stores is also encrypted before being sent, doubling the security.

Which features does the Backup Center provide?

‍- Decentralized and anonymous recovery process -> Request a Backup Card any time you need it and initiate yourself the Recovery Process.
- 1 HASHWallet card manages many seed phrases -> Import your Ledger, Trezor, MetaMask, and many more and manage them all with only one HASHWallet. (Your seed phrases will still be compatible with other providers).

Are my keys stored in the Backup Center?

‍No, they are not. To recover your keys, we use 2 elements:

- A Recovery Seed that is stored within the card's chip during the manufacturing process.
- A Recovery Key that is stored in the Backup Center during key creation/import.
Neither of these elements is your key.‍

Certainly! You can import as many existing private keys as you need. To add new portfolios, navigate to the settings in the upper right corner, select "Scan & set keys," and then "Import keys". 

You will be prompted to enter offline your mnemonic phrase and passphrase. After completing this process, you’ll be ready to manage all your private keys from only one app, enhancing the security of your keys and transactions with your HASHWallet.

For added convenience, we recommend storing your portfolio information in the Backup Center right after you set up your wallet. This ensures that should you ever lose your card, retrieving your keys will also grant you immediate access to all the wallets you previously had, streamlining the process of getting back on track with your crypto assets.

Here you have some information to guide you to set up your HASHWallet
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Recommendations:

1) Create your account with a unique email: We recommend using our partner, Proton Mail, due to its encryption. Keep in mind that you may receive authentication codes both to your email and phone, so the more secure your email provider, the better.

2) Enable biometric access: This adds an extra layer of security and ease the access to the App.

NFC Scanning:

1) When scanning the card: Remember that it is reading information, so you must keep it still in the same place until the system finishes reading it (this may take a little while).

2) NFC antenna location: On Android phones, the NFC antenna is usually located in the upper half of the back, so place the card vertically in that area. On iPhones, the antenna is more towards the top of the front of the phone, so place the card in that area.

Scanning a new card:

To scan a new card, simply follow these steps:

1) Turn on your NFC

2) Go to the settings gear at the top right -> scan and configure keys

3) Place your card as explained above and follow the steps until the process is complete

With our method, you don't need to send us any personal information. Not even the email or phone associated with your account, nothing at all.

When you order your Backup Card by accessing your Backup Center directly from the App, a number is sent with which the manufacturer can create a card identical to yours, but uninitialized, just as you received it on the first day before connecting it to your App.

Once you have the card, you will be the one who starts the recovery process, which combines the Recovery Seed and the Recovery Key within the secure element, to restore your private keys.

If you change or reset your phone, you need to install the HASHWallet app again on your device and identify yourself with your email or phone number to access the app.
Your main screen won't show your crypto inmediately. Before, you need to go to Settings -> Scan & Set Keys; and scan your card.
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- If you had your portfolio structure updated, you only need to proceed to recover each of your portfolios, if you had more than one private key.
->Please, follow these steps:
Go to Settings -> Scan & Set Keys -> choose your portfolio and follow the instructions on the app. Repeat the process with each portfolio.
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- If you didn't update the portfolio structure previously, you will also need to create each wallet you had before to be able to see them on the screen. For your convenience, please update your porfolio every time you create a new wallet. This way you won't need to create the wallets again if you download again the app.
->Please, follow these steps:
1. Go to Settings -> Scan & Set Keys -> choose your portfolio and follow the instructions on the app.
2. Create the wallets you had in that portfolio.
3. Repeat the process with each portfolio.

With HASHWallet is easy. You just need to order a Backup Card and give it to your heirs uninitialized.
If something happens to you, your heirs will be able to sign into your HASHWallet account and recover your crypto by previously having inherited the access to your phone number.

The HASHWallet App incorporates advanced security features to ensure the protection of your transactions:

1.   The App is fully encrypted.

2.   Each time the app is launched, its authenticity is verified and your phone is checked to confirm that it hasn't been jailbroken (iOS) or rooted (Android). Should either of these checks fail, the application will cease to function.

3.   The HASHWallet Manager App functions within a white-box cryptography environment. A widely adopted security technique in mobile payment applications, designed to safeguard cryptographic keys, and the operations conducted within the app.

‍‍If you lose your password or PIN, you lose your funds. That's why these methods haven't been implemented, because the risk of losing access is significantly superior to the unlikely event of someone gaining access simultaneously your email and phone.‍

Go to Settings->Manager access and edit the information you need.

If you have a card activated already, for security reasons, you will be ask to confirm changes by scanning the HASHWallet card.

If you triggered a transaction that has been verified by the blockchain but is still not shown in the app, try scrolling down on the screen of your wallet to refresh the information.

Yes, they are. Your HASHWallet offers a convenient layer of security compared to other hardware wallets, rendering your card inoperative without access to its associated app. 

During the wallet creation process, not only is your Private Key generated within the secure element, but also a Passphrase, which is, afterward, securely stored within the encrypted App.

As a result, transaction authorization requires the combination of the Private Key (from the card) and the Passphrase (from the App), both processed within the secure element. Consequently, if someone finds your card, they wouldn’t be able to access your funds.

Where are my Private Key and my Passphrase?

With the HASHWallet’s system, your keys are completely secret. For you, for us, for everyone. This provides you:

1.   Maximum Security: The keys are protected from being shared, photographed, or lost, greatly reducing the risk of human error.

2.   Ease of Use: There is no need to enter your keys to sign your transactions anymore. With just a simple tap of your card, your transactions are securely and effortlessly signed.

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How the HASHWallet system secures your access?

Unlike other manufacturers, HASHWallet does not use PINs or passwords to access your crypto because they present a clear security issue: If you lose them, you lose access to your money.

With HASHWallet, access to your crypto is based on possessing at least two of these three elements: your card, access to your email account, and access to your phone. This system considerably strengthens your security compared to other cold wallet providers.

Here is how you can secure those elements:

1) Choose a secure email provider, such as our partner ProtonMail, that offers end-to-end encryption.‍

2) Utilize an email account you don't use for other purposes, and do not share it with anyone or install it on your phone.

3) If you believe it necessary to enhance your security even further, you could also consider using a phone number different from your usual one.

4) Activate biometric access. This will elevate security and ease your access to the app.

These measures, combined with the comprehensive security features provided by HASHWallet, will help you to shield your assets.

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-> For an extra layer of convenience, ensure that your portfolio data is saved in the Backup Center immediately after your card is set up or whenever you create/import new keys or wallets. This action will provide direct access to all your portfolios if your card gets lost. Not storing this information means you'd need to remember each wallet you've created or imported, adding an unnecessary layer of complexity to the recovery process.

HASHWallet and Tangem are alike as they are both chip card wallets.
However, the HASHWallet System, offers a more robust security framework combined with these remarkable features that no other cold wallet offers:

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Multiseed – 1 card, Many Seed Phrases

By buying only one card, you can manage as many private keys as you want. This means you can import your Ledger, your Trezor, and any other seed phrases you have in less secure hardware wallets and manage all of them securely from the same HASHWallet App account.

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Recovery process

With Tangem, losing your cards means losing access to your funds, as there is no actual recovery system available. They only provide copies in advance, which you may misplace as easily as your main card.

However, HASHWallet offers a twice-awarded recovery process that allows you to request a backup card through your app when you really need it.

Security and decentralization are key in our system, thus:

-> We do not have access to your keys nor store them anywhere

-> We do not recover your keys; it is only you who can initialize the recovery process. No one else.

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Shielded App

Our app is not only encrypted but also secured against bots and other threats to ensure that only you have access to it.

The HASHWallet app is also protected against fake apps. This means that if someone clones the app, it won’t work, so they won’t be able to transfer any funds.

-> No other hardware wallet has claimed these security measures on their application at the moment this information was written.

Losing both your phone/app and your card doesn't spell disaster. Here's what you can do:

1.- Obtain a duplicate of your SIM card and secure a new smartphone. This step is crucial because you'll need to regain access to your phone number for authentication purposes.

2.- Once you have your new phone, download and open the HASHWallet App. To log in, you'll be required to authenticate yourself. This involves entering verification codes that will be sent to both your email and your newly set-up phone.

3.- After successfully logging in to the app, navigate to the section where you can request a new backup card. This card is essential for the recovery process.

4.- Upon receiving your new backup card, you'll be able to initiate the recovery process. This step will enable you to retrieve all your private keys, ensuring that you regain access to your crypto assets.

By following these steps, you can restore your digital wallet's functionality and access your assets, even if you lose both your phone/app and your card.

First of all, do not worry, your funds remain unreachable because HASHWallet is a non-updatable cold wallet and therefore keys cannot be extract by malicious updates, as it happens with the majority of hardware wallets.
To recover access to your crypto, you only need to order a new Backup Card from your app - Settings-> Backup Card. During the card initialization all your private keys will be recovered, and you will be able to manage them all again with the highest security.

During the scanning of your card via NFC, your Private Key, and Passphrase are randomly generated within the EAL6+ secure element. The Private Key remains securely stored within the HASHWallet's chip, while the Passphrase is encrypted, sent and stored in the app.

These seedless keys are not BIP39 compatible and remain entirely secret, unknown to anyone, including yourself, which significantly enhances the security of your cryptocurrencies. Your secret private key remains forever stored within the EAL6+ certificated chip and can never be extracted. Therefore it cannot be shared, photographed, or misplaced. This reduces the possibility of losing access to your funds due to human error to practically zero.

Free Shipping

The free shipping offered does not include additional costs that may arise from customs procedures, import taxes, or any other fees applicable in the destination country. These charges are the sole responsibility of the customer.

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Delivery Time and Order Tracking

Our estimated delivery time is between 10 and 15 days. Please note that this timeframe does not include any potential customs delays.

Use the tracking number provided to locate your package. Please note that tracking updates may be delayed, especially during the transit period from Spain to the destination country. Therefore, we kindly ask for your patience.

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Shipping Destinations

We ship to the following countries: Afghanistan, Albania, Germany, Angola, Anguilla, Antigua and Barbuda, Netherlands Antilles, Saudi Arabia, Algeria, Argentina, Armenia, Aruba, Ascension, Australia, Austria, Azerbaijan, Azores, Bahamas, Bahrain, Bangladesh, Barbados, Belgium, Belize, Benin, Bermuda, Belarus, Bolivia, Bosnia and Herzegovina, Botswana, Brazil, Brunei Darussalam, Bulgaria, Burkina Faso, Burundi, Bhutan, Cape Verde, Cayman Islands, Cambodia, Cameroon, Canada, Central African Republic, Chad, Czech Republic, Chile, China, Cyprus, Cocos (Keeling) Islands, Colombia, Comoros, Republic of Congo, Democratic Republic of Congo, Cook Islands, North Korea, South Korea, Ivory Coast, Costa Rica, Croatia, Cuba, Denmark, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, United Arab Emirates, Eritrea, Slovakia, Slovenia, Spain, United States, Estonia, Ethiopia, Faroe Islands, Fiji Islands, Philippines, Finland, France, Gabon, Gambia, Georgia, South Georgia and the South Sandwich Islands, Ghana, Gibraltar, Grenada, Greece, Greenland, Guadeloupe, Guam, Guatemala, French Guiana, Guernsey, Guinea, Guinea-Bissau, Equatorial Guinea, Guyana, Haiti, Honduras, Hong Kong, Hungary, India, Indonesia, Iraq, Iran, Ireland, Iceland, Israel, Italy, Jamaica, Japan, Jersey, Jordan, Kazakhstan, Kenya, Kyrgyzstan, Kiribati, Kosovo, Laos, Lesotho, Latvia, Lebanon, Libya, Liechtenstein, Lithuania, Luxembourg, Macau, North Macedonia, Madagascar, Madeira, Malaysia, Malawi, Maldives, Mali, Malta, Falkland Islands, Isle of Man, Northern Mariana Islands, Morocco, Marshall Islands, Martinique, Mauritius, Mauritania, Mayotte, Mexico, Micronesia, Moldova, Monaco, Mongolia, Montenegro, Montserrat, Mozambique, Myanmar, Namibia, Nauru, Nepal, Nicaragua, Nigeria, Niue, Norfolk Island, Norway, New Caledonia, New Zealand, Oman, Netherlands, Pakistan, Palau, Palestine, Panama, Papua New Guinea, Paraguay, Peru, Pitcairn Islands, French Polynesia, Poland, Portugal, Puerto Rico, Qatar, United Kingdom, Réunion, Rwanda, Romania, Russia, Saint Kitts and Nevis, Solomon Islands, Samoa, American Samoa, San Marino, Saint Pierre and Miquelon, Saint Vincent and the Grenadines, Saint Helena, Saint Lucia, Sao Tome and Principe, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Syria, Somalia, Sri Lanka, South Africa, Sudan, Sweden, Switzerland, Suriname, Eswatini, Thailand, Taiwan, Tanzania, Tajikistan, French Southern Territories, Timor-Leste, Togo, Tokelau, Tonga, Trinidad and Tobago, Tristan da Cunha, Tunisia, Turks and Caicos Islands, Turkmenistan, Turkey, Tuvalu, Ukraine, Uganda, United States Minor Outlying Islands, Uruguay, Uzbekistan, Vanuatu, Vatican City, Venezuela, Vietnam, British Virgin Islands, U.S. Virgin Islands, Wallis and Futuna, Yemen, Zambia, Zimbabwe.

If you would like us to ship to a country not listed above, please contact us.

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Cancellation and Return Policy

• Cancellation: Orders can be canceled as long as they have not yet been dispatched from our warehouse.
• Returns: Orders can be returned within 15 days of receipt. The return shipping costs will not be covered by HASHWallet.

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A good strategy is to utilize multiple HASHWallet cards with separate HASHWallet accounts associated with different email addresses. (You can create an end-to-end encrypted email account with our partner ProtonMail, here).

You could also enhance security by using a different phone number for each account. This strategy adds an extra layer of protection to your savings.

Nonetheless, remember that transactions cannot be triggered without your HASHWallet. Therefore, even in the unlikely event your account is compromised, the hacker won't be able to access your funds.

Yes, HASHWallet is compatible with over 11,000 cryptocurrencies, including Qubic.

Your security is our top priority. That’s why one element of your backup—the recovery seed—is stored offline in Hardware Security Modules (HSMs) during the card’s manufacturing process. Meanwhile, you retain control of the other element—the recovery key—encrypted in the Backup Center, a Zero-Knowledge, open-source server based on the Vault service from HashiCorp.

While both elements are vital for the recovery process, neither contains the Private Key, ensuring unparalleled security.

‍1) In your portfolio, go to "+" button

2) Find Qubic and confirm with your card. Follow the steps to create the wallet.

3) Transfer your Qubic to your new HASHWAllet.

Go to your Qubic wallet in the HASHWallet Manager App, and at the bottom of the screen, press "Receive" to see your public key.

Transfer your Qubics to that public key. Once you have made the transfer, you can start managing your crypto securely with your HASHWallet card.

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HASHWallet supports more than 11,000 cryptocurrencies and more to come! You can check them all here.