Denelin, thank you for the clarification! Our support reps have got back to you with an update, please check it out.

There's no direct withdrawal of crypto to fiat on our wallets, although we're planning to introduce this feature soon. You can always transfer your ZCash to any of external services that allow fiat withdrawals (including PayPal) for now.

anthrax66, thanks for your message! To begin with, with Freewallet, our users' coins and tokens aren't stored on hot addresses, but in the secure cold storage. Transactions from/to service addresses displayed in the blockchain explorer don't affect the user's balance: the actual amount they own is shown in the app; the coins can be accessed and spent at any time.

Looks like your first transaction of 500 eBCH was made before the support of this token was enabled in Freewallet, while your other transaction of 2 eBCH was made after the fact. We'll be adding the rest of your tokens manually, so while your current balance is 2 eBCH, it will be 502 eBCH once we're done.

In order to access and manage your tokens, please download and install our Token Wallet app (available on Android) and log in using the same way you log into your ETH wallet.

Hi sunino, apologies for the delay! We're getting lots of tickets (about tokens, too) these days. Please give us more time to review your case, our support reps should get back to you by the end of the week. Thanks!

Kohoudi, looks like you got a reply from a Freewallet rep in the thread on Reddit you're referring to.

Denelin, please check a reply from our support reps: we need a valid transaction hash from you. Looking forward to your reply!

timelimit, unfortunately, if the network is congested, some transactions may be delayed or even fail to be completed. That's exactly why we posted a notification in the app with a warning about potential delays with ETH transactions. Your transaction rolled back, which means your balance wasn't changed. You can retry it now, looks like the network is back to normal.

djxerxes, 1 GNO is still in your balance, we're currently looking into your case in search of potential reasons why you don't see it it your app. Please give us a bit of time to come up with a solution. Thanks for your understanding!

PS: Our NEO wallet is currently under maintenance, which is why some operations might be temporarily unavailable. As soon as the maintenance is over, the regular operations flow will be resumed. Apologies for the inconvenience!

Hi keyfetcher, if you'd like to move your ZCash to a different wallet, there's a network fee of 0.0001 ZEC for outgoing transactions. If your recipient is with Freewallet as well, you can make a flash transaction using his email/user id; in this case, no fees are applied. Alternatively, you can exchange your ZCash to the coin of your choice right in the app by using the smart payout feature. In this case, exchange rates will be applied as well.

1DryVallley, our NEO wallet is currently under maintenance, which is why some operations might be temporarily unavailable. As soon as the maintenance is over, the notification in the app will be removed, and you should see the transaction posted to your balance. Apologies for the inconvenience!

The address mentioned here is one of service addresses associated with the cold storage, one of the signature features we offer our users. With Freewallet, your funds are safely stored offline in the cold storage with a bank level security grade. Thanks to the cold storage technology, even if your phone gets lost or stolen, you can easily access your wallet using another device.

The address displayed in your app is a so-called "hot wallet" used for receiving transactions. Keeping the funds there as well as storing your private keys locally could be a risk because if the access to your device is compromised, it would give a hacker an opportunity to steal your assets.

That is why after you've received a transaction, the funds are moved to the cold storage. Whenever you need to make a transaction, your funds are transferred from the cold storage as well. Your actual balance is displayed in your app; what is displayed on a blockchain explorer are intermediary transfers of funds in/out of the cold storage. Please note that you aren't charged with any fees for such transactions.

TL;DR With Freewallet, user assets aren't stored on hot addresses, but in the secure cold storage. Transactions from/to service addresses displayed in the blockchain explorer don't affect the user's balance: the actual amount they own is shown in the app; the coins can be accessed and spent at any time.

ninosmp, Freewallet users will receive their IGNIS tokens (based on the Ardor Genesis Snapshot) in the beginning of January 2018. We're still doing tests to dot the i's and cross all t's. Please stay tuned, we'll keep our users posted!

Upcomingdiamondinvestor, if you're referring to KICK coins, they are supported by Freewallet. In order to access and manage your tokens, please download and install our Token Wallet app and log in using the same way you log into your ETH wallet.

Belmabdi, your exchange was successfully completed on December 21st. It can take a while for transactions to get confirmed and finally posted in the network; the transaction speed depends on the current network conditions.

Denelin, as a wallet service provider, we're working with multiple blockchains. Sometimes there are network issues and instabilities; in order to protect our users from any potential threats in such situations, we perform maintenance on our wallets. Blockchains aren't static, and we're updating our wallets regularly. As soon as the blockchain stabilizes, and we complete the maintenance, your transaction will be completed or fully refunded to you.

Selective scam accusations are very convenient because they don't require any proof ANY product can be called a selective scam. Freewallet has been present on Google Play and App Store for a very long time, do you think we would have stayed listed if any of scam accusations were true?

sedlof, all exchanges in our app are manager by our partner, Changelly.com. If some coins are currently unavailable for the exchange with them, we inform our users about it immediately. You initiated your transaction when LTC exchanges were suspended, thus the delay. As soon as they were resumed, your exchanges was completed, and you received your LTC on December 26th.

Belmabdi, your exchange was successfully completed on December 21st. It can take a while for transactions to get confirmed and finally posted in the network; the transaction speed depends on the current network conditions.

TryNinja, we research all user complaints, and most of the issues that are coming up turn out to be user-related: people make transactions to addresses of a wrong network or without a proper payment ID; there can be delays with transactions due to the current network state (especially with Bitcoin); sometimes there are troubles with exchange services our partner provides. Any live service on a highly volatile market, such as the crypto one, can expect to encounter issues eventually. We're doing our best to assist our users with resolving them ASAP.

Regarding being a custodial wallet, we're not the only one on the market. This business model has its pros and cons, and every user decides whether our app fits their needs.

ssrerd, there was a possibility of BCH transaction delays because of the blockchain condition recently: we posted a notification in the app. That could be the reason why your exchange was delayed. Please provide your user id from the Settings so that we could locate your support request, our support team will get back to you in the app. Apologies for the inconvenience!

A recent token sale of IGNIS, a bold new ICO by the creators of NXT and Ardor blockchain platforms, was a great success, earning over $15,000,000. Following this sale, there will soon be a free airdrop of 500 million IGNIS available to all NXT holders in the next Ardor Genesis Snapshot, scheduled for December 28th, 2017. Freewallet is proud to announce full support for the IGNIS token distribution in collaboration with Jelurida, the developer of both NXT and ARDR.


The NXT Snapshot will happen on December 28th at block height 1636363 (for more details visit the Jelurida  website). Freewallet users will receive 0.5 free IGNIS for each NXT held in their wallets at the time of the snapshot. This will be the last chance to acquire extra IGNIS tokens before the launch of the Ardor main network on January 1st, 2018.

As the NXT and ARDR wallets are part of the Freewallet family, holders of the latter will also be able to benefit from the coming Ardor blockchain launch. ARDR will be moving to a separate chain on the January 1st, 2018, and all holders of these tokens on the NXT network at the time of the snapshot will receive the same amount of ARDR coins on the dedicated Ardor platform.

Freewallet will soon release a special IGNIS wallet for all token holders. IGNIS tokens will also be added to the Multi Wallet available on Android, iOS, as well as on the web. We put together a brief guide for anyone interested in making the most from the upcoming IGNIS airdrop and ARDR mainnet launch with Freewallet.

Step 1
Download and install the NXT and ARDR wallets or our Multi Wallet. If you have an iPhone or an iPad, we recommend using our web-based Multi Wallet as both cryptos aren’t yet fully supported by Apple.

Step 2
Top up your NXT and ARDR balances at least 24 hours before the snapshot. Please monitor your in-app notifications; you can also subscribe to our official Facebook and Twitter pages to stay in touch!

Step 3
Once the Ardor blockchain launches in the beginning of January 2018, you’ll be able to download and install the new IGNIS app and enjoy your free tokens. We’ll be also updating our ARDR wallet to provide a seamless migration to the dedicated chain. Simply log into your updated wallet to see your Ardor coins!

Alvin Hagg, Freewallet co-founder, commented: “We’re confident that the NXT and Ardor platforms and the future ones to stem from them will contribute to the development of the blockchain technology as a whole. That is why Freewallet’s mission is to make sure our users can reap the profits from all updates introduced by the developers and enjoy the latest technological advances. Congratulations to Jelurida on a very important milestone on their project roadmap!”