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Support
Tell us what's going on and we'll help. For app issues, include your Android version, the app version (shown at the bottom of Your space) and the steps that led to the problem. A transaction hash helps too.
We will never ask for your recovery phrase
Not by email, not in a chat, not on a call. Anyone who asks for it, or for your private key, is trying to steal your funds, even if they say they are Bro support.
TALK TO US
Write to the Bro team
Email support@browallet.app. To erase what our server holds, you don't need to write: use the Delete data page.
Quick answers
Where is my recovery phrase, and how do I back it up?
Your recovery phrase is created on your phone and stays there. To see it, open Your space, choose Recovery phrase and unlock with your fingerprint or screen lock. Write the words down in order on paper and keep them somewhere safe and offline. Do not screenshot them, store them in a notes app or send them to anyone.
The phrase is the only way to restore your wallet. We do not have a copy and cannot recover it for you.
I lost my phone or got a new one. Is my crypto gone?
Your funds live on the blockchain, not on the phone. Install Bro Wallet on the new phone, choose to import a wallet and enter your recovery phrase: your balances come back.
If the old phone may be in someone else's hands and you think they could reach your phrase, import it on a new phone right away, create a new wallet and move your funds to it. Without the phrase, nobody can restore the wallet, including us.
To remove what our server keeps about the lost phone's installation, use the Delete data page.
My swap or bridge is stuck or pending.
Swaps on one network usually settle within a minute. A bridge to another network can take several minutes, sometimes longer when a network is busy. Keep the app open or come back to it: it follows the route and updates Activity when the funds arrive.
Open the transaction in Activity to check it on the block explorer. If a multi-step route stopped part-way, the tokens from the finished step are in your wallet on that network. If the transaction failed, your tokens did not leave your wallet, though the network fee is spent.
Still nothing after an hour? Email us with the transaction hash, the networks and the tokens. Never include your recovery phrase.
How do I connect to a dapp with WalletConnect?
On the dapp, choose WalletConnect and copy the link or show the QR code. In Bro Wallet open Your space, then Connected apps, and paste the link or tap Scan QR code. Check the site's name and address, then approve the connection with your phone unlock.
Each signature the dapp asks for appears in Bro Wallet for you to approve or reject. Only approve what you understand: a signature can let a site move your tokens. Disconnect sites you no longer use from Connected apps.
A token I don't recognise appeared in my wallet.
Anyone can send tokens to any address. Unknown tokens are often bait: their name or a link in them leads to a site that asks you to sign something. Don't interact with them and don't visit links from token names. They cannot take anything from your wallet unless you sign for them.
I sent to the wrong address or network. Can you reverse it?
No. Confirmed blockchain transactions cannot be reversed, by us or anyone else. If you sent to an exchange on the wrong network, contact that exchange: some can recover such deposits.
How do I turn notifications on or off?
In Your space, use the Notifications switch, and New token alerts under it. If the switch says notifications are blocked, allow them for Bro Wallet in your phone's settings.
How do I delete my data?
In the app: Your space, then Delete my data. Without the app, follow the Delete data page. Logging out alone does not erase what the server holds.