1. Supported coins & tokens
Do not see your coin? Let us know in our Telegram.
2. I cannot see balance in cold wallet!
You cannot see any balance in the cold wallet, it's designed for security. The cold wallet only store your private keys. Once you have the cold wallet and ELLIPAL App properly connected by scanning the QR code, you can manage your assets directly on the App.
3. Why cannot I send tokens?
Please note that all tokens transfers are need to pay the gas fee in ETH.
Please make sure your ETH balance can cover the gas cost.
4.If lose ELLIPAL firmware/ELLIPAL disappear,how to get back my assets?
If your cold wallet is lost or ELLIPAL disappear, please don't worry. Keeping your mnemonic safe is the most important thing, no one can steal your assets without your mnemonic.You can recover your account in the new cold wallet (or another brand of cold wallet) with mnemonics.
5.How many account addresses can ELLIPAL generate?
The latest version of the cold wallet, multi-currency can create or restore 5 accounts through mnemonics, can import 5 accounts in a single currency
App: Multi-currency can be created or imported into 5 accounts via mnemonic, 10 can be imported in a single currency.
6.How many currencies can ELLIPAL store?
One account can store all currencies that the ELLIPAL supports.
7.Why does XRP have a minimum balance?
Ripple's XRP is a special asset that has built-in rules on minimum balances held in XRP addresses, just like some bank accounts where you have to maintain a minimum balance. In order to activate and use XRP, you must first deposit no less than 20 XRP into your ELLIPAL Ripple address.
The 20 XRP minimum cannot be moved out according to the XRP network.
8.Why do Stellar addresses have a minimum balance requirement?
All Stellar addresses are required to keep a minimum balance of XLM at all times. The current minimum is 1 XLM, which is set by the Stellar network. The minimum balance requirement is in place in order to prevent people from overwhelming the network and to aid in prioritization. The first use of a new Stellar address must be to receive at least 1 XLM. This will activate the address and allow it to be used in further transactions on the network. The 1 XLM minimum cannot be moved out according to the XLM network.
9.What if I lose my mnemonics?
Unfortunately, if you cannot retrieve your mnemonics or send your funds elsewhere via an installed wallet, you are out of luck. ELLIPAL does not have the power to get your funds back. This technological limit is intentional, because otherwise ELLIPAL could simply confiscate customer funds at any time.
10.Can my transaction be canceled or reversed?
No, we're unable to cancel or reverse your transaction.
Even many advanced cryptocurrency users can recall an incident when they failed to double-check their transaction details and they accidentally sent funds to the wrong recipient, or sent the wrong amount. As unfortunate as it is, cryptocurrency transactions are designed to be irreversible and we have no control over them.
Knowing this, it's extremely important to make sure your transaction details are correct before you click send.
11.Why are BTC miner fees so high?
Bitcoin miner fees rise (or fall) due to bitcoin network demand and limited bitcoin network space. It can be high when the market is very active.
12.How does gas affect transaction confirmation?
If a transaction needs to be confirmed urgently or as soon as possible, a higher gas fee should be included with the transaction. If the gas limit is set too low, a transaction can fail, or get rejected, which would result in losing the gas paid for the transaction but funds will be returned. If a transaction is processed before the limit is reached, the rest of the gas will be returned to the sending wallet.
13.Why Do You Need to Pay BTC While Sending USDT ?
If you are sending USDT via a wallet, you should be asked to pay some bitcoin as miner fee. This is because USDT is a cryptocurrency asset issued on the Bitcoin blockchain via the Omni Layer Protocol(Use OP_RETURN in Bitcoin transaction to store USDT transaction information). Therefore, an USDT transaction is actually a bitcoin transaction. Consequently, USDT uses BTC as its gas fee.
14.What if I lose the password or my wallet is damaged or lost?
Mnemonic is the only and sure way to recover your accounts in case of physical loss or damage,or when you forget your password. Neither the mnemonic nor your password is stored in the wallet,therefore,they cannot be stolen.Keep your mnemonics in a safe place and you can rest assured of your funds.
Contact us for help:
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