Help
Support
Get help with the Nuru Wallet app — questions, issues, and how to reach us
We're here to help. Whether you have a question about the app, ran into a bug, or need help with your wallet or identity, reach out and a real person will respond.
01Contact Us
The fastest way to reach the Nuru team is by email. Include your platform (iOS/Android), app version, and a short description of the issue so we can help quickly.
02Frequently Asked Questions
The app is stuck on the splash screen or won't load
Force-quit the app and reopen it on a stable internet connection. If it still doesn't load, make sure you're on the latest version from the App Store or Google Play, then contact support with your device model and OS version.
I lost my seed phrase / recovery phrase
If you set up a Guardian/social recovery for your wallet, you can recover access through the in-app recovery flow. If you did not set up a guardian and have lost your seed phrase, we are unable to recover the wallet on your behalf — Nuru never has access to your private keys or seed phrase. Contact support if you'd like guidance on your options.
A transaction is stuck or failed
Check the transaction's status under Activity in the app. If it shows as failed or pending for an extended period, email support with the transaction hash and a description of what you were trying to do.
How do I delete my account and data?
See our Account Deletion page for step-by-step instructions.
I think I've been targeted by a scam or phishing attempt
Nuru will never ask you for your private key, seed phrase, or wallet password — in the app, by email, or anywhere else. If someone claiming to be Nuru asks for these, do not comply, and report it to support immediately.
I found a bug or want to request a feature
We'd love to hear from you — email support with as much detail as possible (steps to reproduce, screenshots, device/app version for bugs; a short description for feature requests).
Reminder: Support will never ask for your private key, seed phrase, or wallet password. Never share these with anyone, including someone claiming to be from the Nuru team.
03More Resources
Privacy Policy — how we handle your data
Terms of Service — the rules of using Nuru
Delete Account — how to remove your data