Email support@ape-xchange.com
We aim to reply within one business day.
Apex One will never ask for your recovery phrase. Not by email, not in the app, not ever. Anyone who asks for it — including someone claiming to be our support team — is trying to steal your money. There is no situation in which we need those twelve words.
Before you write in
- Tell us your device and operating system version, and what you were doing when the problem happened.
- If a transaction failed, the signature from your history helps us find it.
- Screenshots help — but crop out your recovery phrase and full address if either is visible.
What we cannot do
Because Apex One is non-custodial, some things are genuinely impossible for us rather than merely against policy:
- Recover a lost recovery phrase, or restore a wallet without one.
- Reverse, cancel or refund a transaction that has already confirmed on the network.
- Freeze, move or access funds in your wallet, for any reason.
Common fixes
- Balance looks wrong. Pull down to refresh. If it persists, the network may be busy — your funds are on-chain and unaffected by what the app displays.
- A transaction seems stuck. Check the signature in your history on a block explorer. Solana transactions either confirm or fail; they do not sit pending indefinitely.
- Restoring on a new phone. Install the app, choose to import a wallet, and enter your twelve words in order.