Other issues
Why isn't the NFT logo (icon) showing up?
Possible reasons:
- There is no logo for NFT in the network browser (for example, on Solscan, BscScan, etc.).
- The logo is in the browser, but it does not load in the app — try to enable VPN.
- The NFT logo or image is made in SVG format — this format is currently not supported by the Tangem app, so the image is not displayed.
Important: The absence of a logo has no impact on the storage or sending of NFTs. Your tokens remain secure and ready for transactions.
Why do I get a "No email accounts" notification when trying to contact support?
In the Tangem app, you can contact support by emailing the support email address. You can send emails through the Mail app on an iOS device. If you don't have an email account in the Mail app, you'll see a "No mail accounts" notification when contacting support.
To add a mailbox, open Settings on your phone, then find the Mail application. Select the Accounts and New Account sections. The Apple website provides detailed step-by-step instructions for adding an email account: Add an email account to your iPhone or iPad.
Why do I get the notification: To activate X network's cryptography, you need to reset your wallet to factory settings. Please withdraw your funds so as not to lose them; after the reset, access to the current wallet will be impossible?
This message means that not all curves were created successfully when creating the wallet. To fix this, you will need to factory reset all your devices and re-create the wallet so you can store tokens compatible with this curve.
Before resetting your Tangem Wallet to factory settings, move all cryptocurrencies stored in your Tangem wallet to another location (such as another wallet or exchange) for a while. Resetting a device will eliminate all funds stored in the wallet!
To reset the entire wallet, you must repeat the reset steps for each backup device. Our blog provides detailed instructions: How to Reset Tangem Wallet to Factory Settings.
Once all devices are reset, create a new wallet. When scanning Tangem devices, we recommend holding them still and moving them away from the phone until the process completes successfully and the scanning window closes.
Here is a step-by-step guide to help you create a wallet:
Attention! We found out that the card activation process has not been completed accordingly due to issues with your device's NFC module or the incorrect way of tapping the cards to the phone. Please get in touch with our Support team for more details.
If you see the message, the wallet setup or backup was interrupted. This can happen if the card or ring was moved away too early during scanning or the NFC connection dropped.
This doesn’t affect the security of your wallet or your existing funds. However, while the wallet is in this state:
- you can’t add new funds or store some cryptocurrencies in it;
- the affected card or ring can’t be used to restore access, for example, to reset or change an access code.
The warning applies to the entire wallet. It stays visible even if you scan another card or ring from the same wallet or reinstall the app.
Important: Resetting permanently erases all wallet data. If there are any funds in this wallet, move them to another wallet or exchange before you start.
To fix the issue:
- Make sure you remember the access code for each card or ring. If you don’t, reset it first. See Managing Your Access Code.
- Transfer all funds from this wallet to another location.
- Reset each card or ring from this wallet to factory settings. See How do I reset my wallet to factory settings?.
- Create a new wallet. See How to Set Up Without a Seed Phrase or How to Set Up With a Seed Phrase.
Tip: When scanning, hold the card or ring still against your phone and move it away only after the scan window closes.
Why are the Swap, Buy, and Sell buttons not available?
The Tangem app allows you to buy, sell, and exchange cryptocurrencies through integrated third-party services such as Mercuryo, Simplex, MoonPay, ChangeHero, 1inch, OKX, and others. If the trade, buy, and sell buttons in your wallet are grayed out, and you cannot select any of these options for a specific token, it indicates that the token is not supported by the third-party services incorporated into Tangem Wallet. To confirm whether this is the issue, you can check if the token(s) are supported here:
Please note that the Buy and Sell button availability depends on the country. A list of unsupported countries can be found here:
