FAQ

Why don’t I see my LTC in Nexus Wallet?

If you don’t see your Litecoin (LTC) transactions showing up in the Nexus Wallet app, don’t worry — this usually happens because the wallet is still syncing with the blockchain. Below are the steps you can follow to resolve this issue. 1. Wait for the wallet to finish syncing When you first open the Nexus Wallet or set it up on a new device, it needs a few minutes to sync your transactions. You might notice the app displays a “Loading Transactions” message. This is normal — just keep the app open and your phone unlocked while it finishes. ✅ Leave the app open for a few minutes until the transactions appear. ✅ Do not close the app or switch it to the background during this time. 2. Check if syncing is in progress If you want to confirm that the wallet is actually syncing, you can check the sync status in the app: - Open Nexus. - Tap the menu button (gear icon). - Tap “About.” - Scroll down to the bottom of the screen and you’ll find “Debug Info.” - Look at the “Block Height” — if it’s changing, the sync is in progress. - When you see that “Synced to Chain” is True, the sync is complete, and your transactions should appear. 3. Force-quit and reopen the app If waiting doesn’t work, try restarting the app: - Force quit the Nexus Wallet app completely. - Open it again. - Wait another 1–2 minutes with the app open and the phone unlocked. This often helps the wallet refresh and sync properly. 4. Reinstall the app (if the above steps don’t help) If you still don’t see your LTC after trying the steps above, you can reinstall the app and recover your wallet. ⚠️ Important: Before reinstalling, make sure you have your seed phrase written down safely. Without the seed phrase, you won’t be able to access your coins again. Here’s how to reinstall and recover: 1️⃣ Write down your seed phrase. 2️⃣ Delete the Nexus Wallet app from your device. 3️⃣ Reinstall the app from the app store. 4️⃣ Open the app and enter your seed phrase to recover your wallet. 5️⃣ Leave the app open while it completes both: - Loading Transactions - Recovering Transactions During these processes, keep your phone unlocked and don’t put the app in the background. Still need help? If you’ve followed all the steps above and still don’t see your LTC, please contact our support team with as much detail as possible. We’ll be happy to assist further.

Why Nexus Wallet Cannot Reverse Transactions

One common question we get is: "I sent Litecoin (LTC) to the wrong address — can you cancel or reverse the transaction for me?" Litecoin transactions are final once sent. It is not possible to reverse your transaction or recover your coins once sent. The Nexus Wallet support team cannot help once you've made a transaction. Best practices to stay safe Because there is no way to reverse transactions, always double-check before sending: - Verify the recipient address carefully. - If you’re scanning a QR code, make sure it’s from a trusted source. - Consider sending a small test transaction first if you’re unsure. Nexus Wallet gives you freedom, security, and privacy, but with that comes the responsibility to protect your funds and verify every transaction yourself. If you ever have doubts before sending a transaction, feel free to contact support before proceeding — we’re here to guide you.

Experiencing an Issue? Make Sure Nexus Wallet Is Up to Date

If you’re experiencing a bug, unexpected behavior, or another issue with Nexus Wallet, one of the first things we recommend is checking that you’re using the latest version of the app. Why updating Nexus Wallet is important We regularly release updates to Nexus Wallet to improve the overall experience. These updates can include: - Bug fixes and stability improvements - Performance improvements - Fixes for issues affecting specific devices or operating systems - Improvements to existing features - Compatibility updates - Security and reliability improvements - New features and other enhancements Because of this, an issue you’re experiencing may have already been identified and resolved in a newer version of Nexus Wallet. Still having problems after updating? If you’re already using the latest version of Nexus Wallet and the issue continues, our support team is here to help. Please contact Nexus Wallet Support and provide as much information as possible about the problem. Helpful details include: - What you were trying to do when the issue occurred - What happened instead - Your phone model - Your iOS or Android version - Your Nexus Wallet app version - Any error message you received - Screenshots or screen recordings, when appropriate The more information you provide, the easier it will be for our team to understand the issue and help you find a solution. Keep Nexus Wallet up to date Even if everything is working normally, we recommend keeping Nexus Wallet updated whenever a new version becomes available. Updates help ensure that you receive the latest fixes, improvements, and features we release. 💡 Having an issue? Start by updating Nexus Wallet to the latest version. If the problem remains, contact Nexus Wallet Support and we’ll be happy to help.

Why Am I Being Asked to Verify My Identity?

When you buy or sell Litecoin (LTC) through Nexus Wallet, you may be asked to complete an identity verification process before your transaction can be processed. This verification is known as KYC (Know Your Customer). What is KYC? KYC is an identity verification process used by financial service providers to confirm who their customers are. It is a standard requirement across many financial and cryptocurrency services and helps providers comply with applicable laws and regulations. Depending on the provider, you may be asked to provide information such as: - Your full name and date of birth - Your address - A government-issued ID - A selfie or identity check - Additional information required by the provider The exact requirements can vary depending on your country, the transaction amount, and the company processing your purchase or sale. Why is KYC mandatory? Companies that provide services for buying and selling cryptocurrency are generally required to follow financial regulations, including Know Your Customer (KYC) and Anti-Money Laundering (AML) requirements. These checks help providers verify customer identities, prevent fraud and misuse of their services, and comply with the regulations that apply to their business. Because of these requirements, KYC cannot simply be skipped when a provider requires it for a transaction. Nexus Wallet does not perform the verification It is important to understand that Nexus Wallet does not directly process your fiat purchase or sale and does not conduct the KYC verification itself. Buying and selling LTC inside Nexus Wallet is provided through third-party payment and cryptocurrency service providers. When you choose to buy or sell, the transaction and any required identity verification are handled by the provider you select. This means that the provider is responsible for: - Reviewing your verification documents - Approving or rejecting your verification - Requesting additional information when necessary - Processing your payment - Handling transaction-specific verification issues Nexus Wallet does not control the provider's verification system or make decisions regarding KYC approval. What should I do if my verification is not working? If you experience an issue during verification—for example, your ID is not being accepted, your verification is taking a long time, or your account cannot be verified—you should contact the customer support team of the third-party provider handling your transaction. Since the verification takes place on their platform, their support team has access to the information needed to investigate the issue and provide assistance. For your security, never share your Nexus Wallet recovery phrase or private keys with a third-party provider or support agent. Your recovery phrase is not required to complete KYC.