Getting Support
Need help with Kasanova? Here's how to reach us.
Quick Links
Documentation:
Common Issues:
Community Support
Telegram Join our active community:
General questions
Trading discussions
Feature feedback
Community help
Discord Connect with other users:
Help channels
Bug reports
Feature requests
Community events
Social Media Follow for updates:
Twitter/X: Announcements and news
Reddit: Community discussions
Direct Support
GitHub Issues
For Bugs and Features:
Visit Kasanova GitHub repository
Search existing issues first
Create new issue if needed
Include details (see below)
What to Include:
Device info (model, OS version)
Kasanova version (Settings > About)
Description of issue
Steps to reproduce
Screenshots if applicable
Expected vs actual behavior
Template:
Device: iPhone 14, iOS 17.1
Kasanova: 1.2.3
Issue: Transaction not appearing
Steps:
1. Sent 10 KAS to address kaspa:xyz...
2. Transaction confirmed in explorer
3. Not showing in Activity feed
Expected: Transaction appears
Actual: Missing from feed
Screenshot: [attach]Email Support
For Sensitive Issues: [email protected]
When to Email:
Security concerns
Account-specific issues
Private matters
Detailed assistance needed
Response Time: 2-3 business days
⚠️ Never include your seed phrase in any communication
Before Contacting Support
1. Check Documentation
Have you reviewed:
Relevant guide pages?
FAQs (coming soon)?
Common issues?
Recent announcements?
2. Search Community
Check Telegram/Discord
Search GitHub issues
Review Reddit discussions
Others may have same question
3. Try Basic Troubleshooting
App Issues:
Close and reopen app
Check for app updates
Restart device
Check internet connection
Transaction Issues:
Wait a few minutes
Pull to refresh
Check on block explorer
Verify correct address
Balance Issues:
Pull to refresh
Check you're on correct network (mainnet vs testnet)
Verify wallet using block explorer
Check you imported correct wallet
4. Gather Information
Before contacting:
Device model and OS version
Kasanova version
Clear description of issue
Screenshots of problem
Transaction IDs if relevant
Steps that led to issue
What We Can Help With
✅ App Functionality
Features not working
Bugs and errors
UI/UX issues
Performance problems
✅ Wallet Questions
How to use features
Understanding operations
Best practices
Security guidance
✅ Marketplace Issues
Listing problems
Purchase failures
PSKT errors
Fee questions
✅ General Guidance
Feature explanations
Process walkthroughs
Recommendations
What We Cannot Help With
❌ Seed Phrase Recovery If you lost your seed phrase, we cannot recover it. It never leaves your device. This is by design for security.
❌ Transaction Reversal Blockchain transactions are permanent and irreversible. We cannot undo or reverse them.
❌ Wallet Access We don't have access to your wallet or funds. We cannot move, freeze, or access your KAS.
❌ Price Movements We don't control market prices or token values. These are determined by market forces.
❌ Third-Party Services Issues with exchanges, other wallets, or external services should be directed to those providers.
Response Times
Community Channels (Telegram/Discord):
Usually within hours
Community often answers quickly
Active throughout day
GitHub Issues:
Reviewed within 1-2 business days
Prioritized by severity
Updates posted to issue
Email Support:
Initial response: 2-3 business days
Complex issues may take longer
We'll keep you updated
Emergency Support
Wallet Compromised?
Stop using compromised wallet immediately
Create new wallet (new seed phrase)
Transfer all funds to new wallet
Report incident: [email protected]
Lost Device?
If you have seed phrase, funds are safe
Install Kasanova on new device
Import using seed phrase
See: Importing a Wallet
Security Issue?
Report immediately: [email protected]
Include details (no seed phrase!)
Take screenshots if safe to do so
Follow our guidance
Tips for Good Support Requests
✅ Be Specific
Exact steps to reproduce
When it started happening
What you've tried already
✅ Include Details
Device and OS
App version
Screenshots
Transaction IDs
✅ Be Patient
We review all requests
Some take time to investigate
We'll update you on progress
✅ Be Respectful
We're here to help
Courtesy goes a long way
We're all on same team
Contributing
Help Others:
Answer questions in community
Share your knowledge
Report bugs you find
Suggest improvements
Improve Docs:
Found an error?
Something unclear?
Open GitHub issue
Suggest improvements
Next Steps
Last updated