How can we help?

Certo is non-custodial: your keys and your 12-word recovery phrase exist only with you. That's what makes your money truly yours, and it comes with one hard rule.

We cannot recover wallets, keys or recovery phrases. Not for anyone, not in any situation. There is no reset button, no master key and no back door. That's not a policy we could bend, it's how the app is built.

• Lost your phone, still have your recovery phrase? Install Certo on a new phone and restore your wallet with the phrase. Nothing is lost.
• Lost your recovery phrase, still have the app? Treat your wallet as at risk: create a new wallet, write down the new phrase somewhere safe, and move your money over while you still have access.
• Lost both? Then the wallet cannot be restored, by us or by anyone else.

Anyone who claims they can recover your Certo wallet for you, including someone posing as Certo support, is a scammer. We will never ask for your recovery phrase. Not by email, not in chat, not even to help you.

Money on Certo moves straight from wallet to wallet. No one can reverse, refund or freeze a transaction, including us. So speed and evidence matter.

• Report it to your local police straight away. Payment fraud is a crime everywhere, and an official report is also the basis for anything that follows.
• Save all the evidence: @handles, chat messages, amounts, dates and payment details. Don't delete the conversation.
• Email us the @handle involved and what happened. We review every report and act on accounts that break our rules.
• Being threatened or extorted? Go to the police first. Your safety comes before any of this.

Bug reports make Certo better for everyone, and a good report gets fixed much faster. Email us with:

• What you did, step by step, and what you expected to happen
• What actually happened, and whether it happens every time
• Your iPhone model, iOS version and Certo app version
• Screenshots or a screen recording, if you can

Never put your recovery phrase or private keys in a bug report. We never need them to fix anything, and we'll never ask for them.

Security reports skip the queue. Email us with enough detail to reproduce the issue, and give us a reasonable window to fix it before you talk about it publicly.

Please test only against your own account and your own funds, never someone else's.

Certo is out now on iPhone and Android. Download it from the App Store or Google Play, and mail us if anything doesn't work the way you expect.

A lot of answers are already in the FAQ, from what Certo costs to how the encryption works. Checking there first is usually the fastest route.

Because of how Certo is built, our support team physically cannot:

• Recover or reset wallets, keys or recovery phrases
• Reverse, refund or freeze transactions
• Read your messages or open your chats
• Move money out of your wallet, or into it

This isn't unwillingness, it's the design that keeps your money and your words yours alone. So if someone offering "help" claims they can do any of these things, you're talking to a scammer, not to us.