Web3 wallets are decentralized and anonymous, making them a prime target for scams. Malicious actors use tactics such as mining, airdrops, and high-yield investment schemes to lure users into clicking on unknown links, granting wallet authorization on malicious websites, or stealing seed phrases/private keys, resulting in asset loss. Stolen assets are often difficult to recover, so please stay vigilant.
What should I do if I forget my password?
A Web3 wallet is a fully user-managed service, with access controlled by a seed phrase or private key. Each seed phrase (usually consisting of 12 words) corresponds to a unique wallet address, and only the holder of the seed phrase has full control over the wallet.
For example, Wallet A and Wallet B represent two different sets of seed phrases, each managing different assets. The same seed phrase can generate multiple addresses across different blockchains, enabling multi-chain asset management.
About SuperEx Web3 Wallet Password
SuperEx Web3 Wallet requires a password to secure the application and manage the wallet. When creating or importing a wallet, you will need to set a password, which will be required for login and transactions.
As a decentralized, non-custodial wallet, SuperEx does not store user passwords and cannot assist with password recovery. If you forget your password, you can reset it by re-importing your seed phrase or private key. Therefore, be sure to back up your seed phrase or private key.
Note:
If you do not back up your seed phrase or private key and forget your password, your wallet assets will be permanently lost.
The SuperEx Web3 Wallet password is different from the login password for the SuperEx trading platform.
How to Reset Your Wallet
Since the Web3 wallet does not store your password and cannot help you retrieve it, you can reset your wallet password by re-importing your seed phrase or private key.
Steps:
- Open the Web3 Wallet and go to the Wallet Management page.
- Tap “+” in the upper right corner, then select “Import Wallet”.
- Choose “Import via Seed Phrase” or “Import via Private Key” and follow the instructions to complete the process.
Reminder: Always back up your seed phrase or private key. If you forget your password without a backup, you will not be able to recover your assets. Anyone who has your seed phrase or private key can transfer your assets, so store them securely.
Why should I back up my seed phrase or private key? How do I back it up?
Importance of Backup
The seed phrase or private key is the core access key to a Web3 wallet. Possessing it grants full control over wallet assets. Since Web3 wallets are decentralized, wallet providers cannot store or retrieve your seed phrase or private key. If lost, your wallet and assets will be permanently inaccessible.
How to Back Up
- Write it down manually: Write down your seed phrase or private key correctly on paper.
- Ensure accuracy: Make sure every letter and word is correct, as errors may prevent wallet recovery.
- Store it securely: Keep your paper backup in a safe, damage-resistant place (e.g., a fireproof safe).
- Do NOT store digitally: Avoid taking screenshots or saving the phrase on internet-connected devices, as hackers may gain access.
- Consider multiple backups: Keep multiple copies in different safe locations to prevent loss or damage.
Precautions
- Never share your seed phrase or private key with anyone.
- Do not enter your seed phrase or private key on untrusted websites, apps, or with unknown individuals.
How to Remove a Created Wallet Account
Due to the nature of blockchain, created accounts cannot be deleted but can be removed from the wallet app.
- For Seed Phrase Wallets: If Wallet A contains multiple accounts (e.g., Account 01 to Account 10), you must remove Wallet A entirely and then re-import its seed phrase to restore only the required accounts.
- For Private Key Wallets: These do not support multiple accounts, so you can delete them directly from the wallet app.
Precaution: Ensure your seed phrase or private key is backed up before removing a wallet. If lost, your assets will be unrecoverable.
Why Can’t I Find a Token?
If a token is not in your asset list, you can add it:
- Go to the Assets section on the wallet home page.
- Click the “+” button.
- Enter the token name or contract address and enable the token.
Do Failed Transactions Still Require Network Fees?
Yes. When sending tokens, interacting with smart contracts, or performing blockchain operations, network fees are required to compensate miners or validators. These fees apply whether the transaction succeeds or fails and are non-refundable.
What Happens If I Send Crypto to the Wrong Address?
Unfortunately, due to blockchain immutability, transactions cannot be reversed once confirmed. Consider the following steps:
- If the receiving address belongs to another platform, contact that platform’s support for assistance.
- If the funds were sent to a contract address, contact the project team to check if they can retrieve them.
How to Change the Language of the SuperEx Web3 Wallet?
To change the language, return to the exchange interface, tap the profile icon in the upper left, and navigate to Tools > Languages.
How to Quickly Receive Digital Assets from a SuperEx Exchange Account? (App Version)
- Open the SuperEx App and navigate to Web3 Wallet > Receive.
- Choose the asset and network (e.g., USDT on Ethereum).
- Copy the address, scan the QR code, or share the address with the sender.
Important: Ensure that the sending token and network match the receiving token and network (e.g., USDT on ETH must be sent to USDT on ETH).
Where Can I Suggest New Features or Improvements?
We welcome your feedback! Contact us via:
- Email: support@superex.com
- Customer Support: Scroll down on the app and tap “Customer Support”
Wallet Fees
When transferring assets, network fees are required and are collected by miners (not SuperEx). Ensure you have enough funds to cover fees, or transactions may fail.
If your wallet lacks the required token for fees, you can:
- Swap assets within the wallet.
- Transfer network fee tokens from your exchange account to your Web3 wallet.