FAQ and Troubleshooting
Don't get lost on our newest feature! Find frequently asked questions and troubleshooting in this page.
Getting Started
How to Install Nusa?
Visit the Google Play Store, then type "Nusa Wallet" and press the "Install" button. -> More information
Is Nusa available in the Extension Version?
Currently, Nusa Wallet is only available through the mobile application and does not support the extension version.
Do I Need Crypto Assets to Use Nusa?
Technically, no. You can receive signature requests from sites without needing to have crypto assets in your account. Having crypto assets in your Nusa account (such as BTC, ETH, BNB, and others) will allow you to invest, trade, play games, own unique digital items (NFT collections), and much more.
How to transfer ETH or other tokens to Nusa?
You can send ETH or other tokens you own from another wallet to your new Nusa account. Simply copy your new Nusa Wallet address and open your existing wallet or exchange to send funds to your wallet address.
You can find your Nusa wallet address under your account name (in the format 0x12r45...6HJ9).
How to send ETH or other tokens from Nusa?
Click the "Send" button available on the Nusa mobile app's home screen.
Manage My Digital Assets
Which Tokens Does Nusa Support?
For the Swap feature, the Nusa mobile app supports tokens on the ETH, BSC, and Polygon networks. For the Borrow Market feature, the Nusa mobile app only supports tokens on the BSC network and any BSC-based tokens (BEP20).
Can I Exchange My Tokens?
Absolutely! Use our "Swap" feature to exchange tokens within the Nusa mobile app. -> More information
Can I Use a Hardware Wallet with Nusa?
Currently, the Nusa mobile app does not support hardware wallet connections.
How Do I Deposit / Receive / Send?
In the Nusa mobile app, press the "Send" button on the home screen or tap "Receive" to display your wallet address or copy your wallet address. -> More information
Swaps
How do I exchange tokens on Nusa?
You simply need to press the "Swap" button on the Nusa mobile app's home screen.
Why did my Swap transaction fail?
Exchange transactions may fail for various reasons, although the failure rate is low. The most common reason is when a transaction runs 'out of gas.' An 'out of gas' error occurs when all assets are allocated for the exchange transaction, leaving no assets left to pay for the exchange fees. To prevent 'out of gas' transaction failures, we recommend using the default Network Fee amount provided by Nusa. When a Swap fails, some fees may be consumed by the network, but the assets you wanted to exchange will remain in your Nusa wallet.
If your Swap fails, your funds will always be safe in your wallet. If your Swap fails more than once, please contact customer support so we can investigate the underlying cause.
Why can't I find a token in Nusa's Swap feature?
Behind the scenes, Nusa's Swap feature automatically gathers available liquidity from top DEXs. If you can't find a token, it's likely that the token has insufficient liquidity.
What is Slippage?
Slippage refers to the difference between the expected price of a trade and the price at which the trade is executed. Slippage most commonly occurs on larger orders and during periods of higher volatility.
Does Nusa charge fees on Swaps?
A service fee of 0.5% is automatically factored into each offer to support ongoing development and make Nusa better.
Security
How to keep my wallet safe?
Backup Your Secret Recovery Phrase
Nusa requires you to store your Secret Recovery Phrase in a secure place. This is the only way to recover your funds if your mobile device is lost, damaged, or after a factory reset. We recommend writing it down. The most common method is to write your 12-word phrase on a piece of paper and securely store it in a location only accessible by you. Note: If you lose your Secret Recovery Phrase, Nusa cannot help you recover your wallet. Never share your Secret Recovery Phrase or private keys with anyone or any website unless you want them to have full control over your funds.
Use Nusa on a personal device
The Nusa mobile app stores the Secret Recovery Phrase, password, and private keys in an encrypted format locally on the device where the Nusa mobile app is installed.
How do I import my wallet into Nusa?
By entering your wallet's Secret Recovery Phrase in the "Import Wallet" option on the Nusa mobile app's home screen. Nusa can only hold one Secret Recovery Phrase at a time. If you already have a wallet, select the "Import Wallet" option when setting up your wallet.
I forgot my password: How do I recover my wallet?
If you can't remember your password, you must recover your account using the Secret Recovery Phrase and create a new password.
I Lost My Secret Recovery Phrase: Can I recover my wallet?
The Secret Recovery Phrase is the last resort for recovering your account. In other words, if you lose your Secret Recovery Phrase, your Nusa wallet cannot be recovered.
How does Nusa Maintain the Privacy of My Account?
When using Nusa with third-party sites
Nusa maintains the confidentiality of your wallet data unless you give permission to share your account address. You will see a Nusa confirmation when a website requests access to view your account address.
When using Nusa for transactions
Transactions made using Nusa are recorded on the blockchain and are publicly available. If someone knows your account address, they can see transactions made by you because accounts on the blockchain network use pseudonyms.
Troubleshooting: Support FAQs
Why does my Nusa mobile app crash?
Please make sure you are using the latest version of Nusa. If the issue persists, please contact our telegram support group with the details so that we can investigate the cause.
Why hasn't my balance been updated?
This is usually due to a poor network connection. We recommend trying a different cellular/mobile data network.
I can't find the answer to my question. How do I contact Customer Support?
The best method is to contact our telegram support group or send your inquiry via email to [email protected].
I found a bug, what should I do?
Contact our telegram support group or send a bug report to [email protected].
I am unable to connect a site
We recommend contacting the website first. If they cannot assist you, contact our telegram support group or send an email to [email protected].
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