Support
Questions, bugs, billing problems, account requests, and content reports all go to one inbox, and a person reads it.
Before you write
Including these turns a first reply into an answer instead of a request for more detail:
- Your device model and iOS version — Settings → General → About.
- What you expected to happen, and what happened instead.
- For anything involving a transaction: the network (Bitcoin, Ethereum, Solana, XRP, and so on) and the transaction hash, if you have one.
- A screenshot, if the problem is something you can see.
Never send anyone your recovery phrase or private keys. We do not have them, we cannot use them, and we will never ask for them. Anyone who does ask — including anyone claiming to be Noesis support — is trying to steal your funds.
Common questions
I lost access to my wallet
Noesis is non-custodial: your recovery phrase is generated on your device and never leaves it. We cannot reset it, recover it, or restore access on your behalf. If you still have your recovery phrase you can restore your wallet on any device from the import screen. If it is lost, no one — including us — can recover those funds.
A transaction is missing or still pending
Balances and history are read from public blockchain data, which can lag briefly behind the network. If a send returned a transaction hash it has been broadcast, and its status on a public block explorer is authoritative. Send us the hash if it does not settle.
Subscriptions, billing, and refunds
Subscriptions are billed by Apple through your App Store account, not by Noesis. Manage or cancel yours in Settings → your name → Subscriptions. Refunds are handled by Apple at reportaproblem.apple.com. If something looks wrong on our side — an entitlement that did not unlock, for example — write to us and we will sort out which is which.
Deleting your account
You can delete your account inside the app: Settings → Delete Account. Your alerts, notifications, and registered addresses are removed immediately. The account itself is scheduled for permanent deletion after a 30-day grace period; signing back in before then cancels it.
Deleting your account does not move or destroy funds on any blockchain. Your recovery phrase still gives you access to your assets in any wallet, including Noesis.
Reporting objectionable content
Noesis includes AI-generated market commentary, briefs, and chat. If any of it is offensive, misleading, or otherwise objectionable, report it from inside the app, or email support@ckslabs.com with the subject line “Report”. Include a screenshot or the text and roughly when you saw it. We review every report and act on it. AI output is generated automatically, can be wrong, and is never financial advice.
Noesis is unavailable in my region
Some features are restricted in jurisdictions where we cannot lawfully offer them. If you believe your region was identified incorrectly, write to us with the country you are in and we will look into it. You can sign in and delete your account from any region.
Reporting a vulnerability
Email support@ckslabs.com with the subject line “Security”. Please give us a reasonable window to ship a fix before disclosing publicly. We do not pursue researchers acting in good faith.
What we cannot do
- Recover a lost recovery phrase or seed. It exists only on your device.
- Reverse, cancel, or refund an on-chain transaction. Blockchains are final.
- Guarantee prices, returns, or the accuracy of third-party market data.
- Give investment, tax, or legal advice.
Legal
Privacy Policy · Terms of Service
Noesis is a self-custody wallet. It is not a bank, broker, or exchange, and nothing in the app is investment advice. Digital assets are volatile and you can lose money.