Support
A small team builds kwataverse. Write to us and a person reads it — not a robot, and not a form that goes nowhere.
Read this first
Your money is yours alone. It lives in a purse on your phone, held by your backup words. Nobody at kwataverse can see it, move it, freeze it or recover it for you — not if you lose your phone, not if you lose your words, not if you ask us to.
This is the single most important thing about the app. Write your backup words down on paper, keep them somewhere only you can reach, and never type them into anything that asks — including anything claiming to be us. We will never ask you for them.
How to reach us
Email: support@kwataverse.com
That is the whole list. There is no phone line, no live chat, no support ticket number, and no queue position — we would rather have one address that works than four that do not.
Tell us what you were doing, what you expected, and what happened instead. A screenshot helps. If it is about a payment, send the receipt from the app.
Never send us your backup words, and never send them to anyone who asks.
When you will hear back
We read everything within a working day, Monday to Friday, West Africa time, and we aim to answer within three working days.
Some things take longer than that: anything that needs a fix shipped through an app store waits on the store. When we cannot solve it quickly we will tell you so rather than leave you waiting.
If a week goes by with no reply, write again and say it is the second time. It means we missed it.
What we can help with
- The app crashing, or a screen that does not work
- A name you bought that has not started working
- A fee you paid to kwataverse where you did not get what you paid for
- A promoted slot that did not appear
- Something on our own relay or our own media server that should not be there
- A security problem — put "Security" in the subject and we will come back to you first
What nobody can help with
- Recovering your backup words. There is no copy anywhere but yours.
- Getting into a purse on a phone you no longer have, without those words.
- Reversing a payment. Lightning payments are final, the same way cash is final.
- Getting money back from somebody who did not deliver. We can be told, and we should be, but we cannot reach into anyone's purse.
- Deleting a post or a receipt from relays we do not own. We can remove our copy and ask the others.
We would rather say this plainly than promise something we would have to break.
The things people ask most
Lost or broken phone: install the app on the new one and restore with your backup words. Your money, your name and your history come back with them. Without the words, nothing can.
A payment that has not arrived: check the receipt in the app. If there is a receipt, the money moved and the other side can see it too. If there is no receipt, the payment did not happen and nothing left your purse.
Something for sale that is not real: report it in the app, and write to us if it is on our relay. Before you pay anyone, look at their stall — receipts are the part of a seller that cannot be invented.
Everything else in the open
What kwataverse earns is on the ledger page, every row traceable to a public receipt. What we know about you is on the privacy page, and it is close to nothing. The deal between us is on the terms page.