Other issues
Why isn't the NFT logo (icon) showing up?
Possible reasons:
1. There is no logo for NFT in the network browser (for example, on Solscan, BscScan, etc.).
2. The logo is in the browser, but it does not load in the app — try to enable VPN.
3. The NFT logo or image is made in SVG format — this format is currently not supported by the Tangem app, so the image is not displayed.
Important: The absence of a logo has no impact on the storage or sending of NFTs. Your tokens remain secure and ready for transactions.
Why do I get a "No email accounts" notification when trying to contact support?
In the Tangem app, you can contact support by emailing the support email address. You can send emails through the Mail app on an iOS device. If you don't have an email account in the Mail app, you'll see a "No mail accounts" notification when contacting support.
To add a mailbox, open Settings on your phone, then find the Mail application. Select the Accounts and New Account sections. The Apple website provides detailed step-by-step instructions for adding an email account: Add an email account to your iPhone or iPad.
Why do I get the notification: To activate X network's cryptography, you need to reset your wallet to factory settings. Please withdraw your funds so as not to lose them; after the reset, access to the current wallet will be impossible?
This message means that not all curves were created successfully when creating the wallet. To fix this, you will need to factory reset all your devices and re-create the wallet so you can store tokens compatible with this curve.
Before resetting your Tangem Wallet to factory settings, move all cryptocurrencies stored in your Tangem wallet to another location (such as another wallet or exchange) for a while. Resetting a device will eliminate all funds stored in the wallet!
To reset the entire wallet, you must repeat the reset steps for each backup device. Our blog provides detailed instructions: How to Reset Tangem Wallet to Factory Settings.
Once all devices are reset, create a new wallet. When scanning Tangem devices, we recommend holding them still and moving them away from the phone until the process completes successfully and the scanning window closes.
Here is a step-by-step guide to help you create a wallet:
— Setting up a Tangem wallet without a seed phrase
— Setting up a Tangem wallet with a seed phrase
Attention! It seems that the card or ring activation was not completed correctly. This could be due to an issue with your device's NFC module or incorrect tapping of the card or ring to your device
An activation error message means that the backup process for your wallet may have been interrupted. This could happen if the card or ring were removed too soon during scanning or the NFC connection didn't work. Because of this, not all curves were created when setting up the wallet. To fix this issue, you need to reset your wallet to factory settings and create a new wallet to store tokens that are compatible with the curve.
Before resetting the wallet to factory settings, ensure that you have temporarily transferred all cryptocurrency stored in the Tangem wallet to another location (for example, to a different wallet or exchange). This is crucial, as a reset will cause the complete loss of all funds stored in the wallet!
You need to repeat the reset steps for each device from the backup to reset the entire wallet. You can find detailed instructions on our blog: How to Reset Tangem Wallet to Factory Settings.
When the wallet is reset, you need to create a new one. When scanning, we recommend holding the card or ring still and moving it away from the phone when the scan is completed and the scan window is closed.
Here is a step-by-step guide to help you create a wallet:
— Setting up a Tangem wallet without a seed phrase
— Setting up a Tangem wallet with a seed phrase
Why are the Swap, Buy, and Sell buttons not available?
The Tangem app allows you to buy, sell, and exchange cryptocurrencies through integrated third-party services such as Mercuryo, Simplex, MoonPay, ChangeHero, 1inch, OKX, and others. If the trade, buy, and sell buttons in your wallet are grayed out, and you cannot select any of these options for a specific token, it indicates that the token is not supported by the third-party services incorporated into Tangem Wallet. To confirm whether this is the issue, you can check if the token(s) are supported here:
— MoonPay
— Mercuryo
— ChangeHero
— Simplex
Please note that the Buy and Sell button availability depends on the country. A list of unsupported countries can be found here:
— MoonPay
— Mercuryo
— Simplex