Hi, First, we would like to apologize for any inconveniences this late answer may have caused - we receive many mails asking for support and have a hard time answering all. Due to this increased volume, we find it impossible to answer personally to all, so this message is a template which aims to help you for the problem you have contacted us. ---------------------------------------- Problem - I forgot my password. Answer - If you forgot your password, the only way to access your account is by importing the seed (a long word with numbers and capital letters). If you don’t have your seed, sadly, we cannot do anything, as we have no way of accessing the funds at nanowallet. We store the encrypted version of your wallet with your password, so we do not know any of them. We do not have, and never have had access to your funds in any way. Your best chance would be trying to remember the original password, sadly. ---------------------------------------- P - I have my seed, but I cant register an account to move the funds. A - NANO seeds are valid to import in most NANO wallets. You can go to https://nault.cc/ for example, press "import existing wallet", and access the funds, or use any other NANO wallet in https://nanowallets.guide/. The format of the NANO seed in Nanowallet.io is 64 hex characters. ---------------------------------------- P - I forgot my identifier A - You can press sign in > Lost your identifier? to get a mail with your registered identifiers under your mail. ---------------------------------------- P - I asked to recover my identifier, but I didnt receieve anything A - Probably your account was registered under another mail, please check all possible mails, or contact us and we can check if the mail is being blocked by a firewall. ---------------------------------------- P - I forgot my 2FA A - Contact us with your identifier from the mail that the account is registered, and we can disable it ---------------------------------------- P - Where are my XEM/NEM? A - Nanowallet.io is an online wallet that only works with NANO, not NEM/XEM, which is another cryptocurrency that is completely unrelated. NEM/XEM did have a wallet called nanowallet, and many users did confuse them - but the .io domain distinguishes them. Sorry for the confusion. ---------------------------------------- P - I logged into my account but there are no NANO A - First, verify that you are actually logging in to the correct identifier. You can get a list of all your associated wallet identifiers by pressing Sign in > Lost your identifier?. Please press the button "generate new account" a couple times, just to be sure that your funds are not in one of the derived seed addresses. If you have imported your seed, please recheck it, as any mistake generates a completely new set of accounts. Also, you can check in an address explorer (https://nanocrawler.cc/) the addresses where the funds should be in order to verify that the funds are actually there. ---------------------------------------- For any other issues, please contact us and we will be happy to help.