Getting Support
We're here when you need us.
Where to Find Help
In This Documentation
Start here! Most questions are answered in the guides above
Discord Community
Real people answering questions
Usually fastest responses
Great place to ask how things work
Twitter/X
Follow us for app updates
DM if you have urgent issues
See what's coming next
In-App Community Links
Go to Settings → About Us → Join Our Community
Links to Discord, X/Twitter, and Telegram
Before You Reach Out
Quick checklist:
✓ Search this documentation
✓ Update to the latest app version
✓ Restart the app
✓ Check Discord for similar issues
(Most issues solve themselves this way!)
Report a Bug
If something's broken, tell us:
What happened: Be specific
What you expected: What should've happened
Steps to repeat: Exactly how to make it happen again
Your setup: App version, phone model, iOS/Android
Details help us fix it faster.
Common Questions & Troubleshooting
Lost my seed phrase
Unfortunately, it's gone. This is by design.
Start fresh with a new wallet in the same app, or on a different device
Your old wallet is recoverable only with that seed phrase
My balance is wrong or missing
Refresh: Pull down on the balance screen to force refresh
Restart: Close app completely and reopen
Network: Check you have internet connection
Still wrong?: Your address might not have received the funds yet
Didn't receive KAS I'm expecting
Check timing: Kaspa transactions usually confirm within seconds. If it's been more than a few minutes, check the explorer.
Verify address: Make sure the sender sent to YOUR address (check your Receive screen)
Check explorer: Go to Kaspa Explorer and search your address to see if funds are there
If funds are on blockchain: They'll appear in your app within minutes
If funds aren't on blockchain: Contact the sender, not us
Can't complete a transaction (send fails)
Check balance: Make sure you have KAS + fee amount
Network: Try the transaction again—temporary network issues happen
Restart: Close and reopen the app
Different address: Try sending to a different address (yours is fine, try a new recipient)
Update app: Check App Store/Play Store for updates
Still failing?: Post in Discord—might be a known issue
Biometrics not working
Try PIN: Use your phone's PIN or passcode instead
Restart phone: Biometric systems sometimes need a reset
Check system settings: Make sure biometrics are enabled on your phone
Re-enroll: You might need to re-enroll your fingerprint/face in phone settings
Lost PIN?: You'll need your seed phrase to recover on a new device
Forgot my PIN
Bad news: There's no "forgot password" recovery
Only solution: Restore your wallet using your seed phrase (you can do this on the same phone or a new one)
Lesson: Keep your seed phrase safe — it's your only recovery option
App keeps crashing
Force close: Go to phone settings, find Kasanova, and force stop it
Restart phone: Turn it off and back on
Clear cache: Settings → Apps → Kasanova → Storage → Clear Cache
Reinstall: Delete and reinstall the app (your seed phrase recovers everything)
Low storage: Check you have at least 100MB free space
Exchange not available
The exchange feature is backend-controlled and may be temporarily disabled
Check that your app is up to date
Tips for Fastest Help
Discord is fastest: People answer within minutes
Be specific: "It's broken" helps less than "When I try to send, I get error X"
Search first: Your question might already have an answer
Next Steps
Last updated