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Frequently Asked Questions
Frequently Asked Questions
Ready made answers to often made questions. Have some to suggest? Get in touch!
Changes at Trustology
Do you have a test environment?
Can I hold an ENS address in TrustVault?
How do I buy crypto via TrustVault web with Altalix?
Are my assets insured?
What compliance information can be included in transaction webhooks?
How do you turn on push notifications for TrustVault?
How is my billing calculated?
What happens to my crypto assets if I die?
What is onboarding or KYC?
Can I get a refund?
I get an error on my token balance
What verification tests do you perform?
How do I use this new design?
Why these tokens?
Its all gone Blue?
What should I do if my mobile phone is lost or stolen?
How do I enable TrustVault x MetaMask?
Where are my private keys stored?
Is TrustVault Segwit compatible?
Technical Questions
How do I enable the camera on my smartphone?
How do I enable a Passcode on my smartphone?
Why do I need to use Touch ID or Face ID?
What is a QR code and what is it for?
Can I use TrustVault on my laptop or tablet?
Which phones are supported?
I get the message "Insufficient Balance" when trying to submit a Bitcoin transaction even though I do have enough balance.
How quickly can I send and receive money?
Using TrustVault
Whats new in TrustVault 1.30.0?
I see "New device authorisation in progress" message on my phone
Can I use the app on a Jailbroken iPhone?
What happens if I get locked out of my account?
How to change your PIN
Can I change my registered email address?
Can I have more than one user profile?
Will my phone alert me when I receive a new payment?
What is an unconfirmed transaction?
Can someone else send a transaction for me?
Can I recover a deleted account?
How do I move funds between my accounts?
Can I send funds to non-TrustVault account holders?
How do I set up a new account?
What is a TrustVault Account and how does it work?
Crypto Basics
What is a blockchain address?
What information is needed to transfer crypto assets?
What’s the difference between a private key and a password
How do you create an address from a public key?
What is a public key?
What are Transaction Fees?
How do you create a public key from a private key?
What is a private key?
Where can you store private keys?
How can someone steal crypto assets?
How can you create a transfer transaction?
What do you need to do to a transaction before you submit it?
What is a hash?
How does signing work?
Compare encryption with signing?
What must you have access to in order to submit a transaction?
Can everyone see your transaction?
What is gas?
Who earns gas fees?
Who confirms your transaction?
How long does it take to confirm a transaction?
Can a transaction be reversed?
When is it safe to assume that the transaction has settled?
Compare hot with cold wallets?
Compare custodial with non-custodial wallets?
Why would someone need a custodial wallet?
Why would someone self custody?
Compare software with hardware wallet?
How does encryption work?
Symmetric vs. asymmetric cryptography?
What is a UTXO structure?
Our Service
How do I cancel my Bitpanda Custody subscription?
Can I change any of my profile details?
How do I contact you when I have a problem?
What are your support hours?
Legal
If your KYB documentation is not in English
What documents should I submit to verify my business account?
Are crypto assets regulated?
Can users query blockchain nodes for transactions?
How can you submit a transactions to the blockchain?
Supported Regions
Do you offer insurance?
How are individuals who have crypto assets taxed in the UK?
How is my data stored?
Security
SECURITY ALERT: Unidentified contracts sending zero balance (USDT / USDC) from my wallet
