> For the complete documentation index, see [llms.txt](https://support.tao.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.tao.com/support/frequently-asked-questions-faqs.md).

# Frequently Asked Questions (FAQs)

[#cross-chain-swaps](#cross-chain-swaps "mention")

[#tao-wallet](#tao-wallet "mention")

* [#downloading-the-mobile-app-and-extension](#downloading-the-mobile-app-and-extension "mention")
* [#adding-a-wallet-recovery-phrases-and-passwords](#adding-a-wallet-recovery-phrases-and-passwords "mention")
* [#buying-tao](#buying-tao "mention")
* [#transactions-and-transaction-history](#transactions-and-transaction-history "mention")
* [#staking-rewards](#staking-rewards "mention")
* [#other](#other "mention")

## <mark style="color:purple;">Cross-Chain Swaps</mark>

### What are cross-chain swaps?

Starting September 15, 2026, we now offer the ability to effortlessly swap from USDC, ETH, and other EVM tokens into TAO and subnet tokens, and back. Try it out at [TAO.com](https://www.tao.com/):

<figure><img src="https://4271844933-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FuUfmRFnky4FqRLCnJFLh%2Fuploads%2FBWsuzizkvV3KySV7CenT%2Fimage.png?alt=media&amp;token=e7c9a4b7-a4d1-4608-9909-d98b9e0200c2" alt=""><figcaption></figcaption></figure>

### I'm getting an error using my Phantom wallet to conduct a cross-chain swap. How do I fix it?

When connecting your Phantom wallet extension to the TAO.com to make a cross-chain swap, you will receive the following error in the Phantom extension:

> **Unsupported network**
>
> This website is trying to use a network that Phantom does not currently support.
>
> To proceed with a different extension, turn off **Settings -> Default App Wallet, and select Always Ask.** Then refresh the page and reconnect.

The Phantom wallet extension [does not support](https://docs.phantom.com/sdks/browser-sdk?utm_source=chatgpt.com) the Subtensor (Bittensor) EVM so *cannot* be used to swap directly into the Bittensor ecosystem.

[Metamask](https://chromewebstore.google.com/detail/metamask/nkbihfbeogaeaoehlefnkodbefgpgknn), [Rainbow](https://chromewebstore.google.com/detail/rainbow/opfgelmcmbiajamepnmloijbpoleiama), and any other EVM wallet extension that support Subtensor (Bittensor) EVM can be used with TAO.com cross-chain swaps.&#x20;

Import the EVM wallet you created in Phantom into one of those extensions or transfer funds from your Phantom wallet to a wallet in one of these extensions to make a cross-chain swap on TAO.com

### My swap is stuck in "Processing". How do I fix it?

Most swaps are processed in under 60 seconds. However, if your swap is showing as "Processing" for 2+ minutes, it may be a sign that it is failing due to a gas price spike or other issue, and you'll be provided with the chance to claim a refund. Wait for the transaction to fail (5+ minutes) and then wait for the refund message (5-10 minutes) to claim your refund. Then, follow instructions here: [Claiming a cross-chain swap refund](/support/frequently-asked-questions-faqs/claiming-a-cross-chain-swap-refund.md)

### I'm having an issue making a swap. How can I get help?

See [Other Issues](/support/troubleshooting-and-help/other-issues.md).

## <mark style="color:purple;">TAO Wallet</mark>

### <mark style="color:purple;">Downloading the mobile app and extension</mark>

### I can't find TAO.com in the App Store / Google Play Store / Chrome Web Store. Where is it?

The TAO.com iOS and Android apps, and the TAO.com Chrome Extension, are not available for download in some countries such as China, Russia, India, and South Korea due to local regulations. For a full list, see [Availability by Country](/support/troubleshooting-and-help/availability-by-country.md).

### <mark style="color:purple;">Adding a wallet, recovery phrases, and passwords</mark>

### I'm having trouble importing my wallet. Why isn't it working?

The most common reason for problems importing a wallet are due to an incorrectly documented recovery phrase, also known as a "seed phrase" or "mnemonic seed". For more details, see [Recovery Phrase Not Working](/support/troubleshooting-and-help/help-with-recovery-phrases-and-passwords/recovery-phrase-not-working.md), or [Importing an Existing Wallet](/documentation/getting-started/adding-a-wallet/importing-an-existing-wallet.md) for general help with importing a wallet.

### I forgot my recovery phrase. Is there any way you can help me import or access my wallet?

TAO.com is a non-custodial wallet, meaning that we do not have access to your private keys or recovery phrase, also known as a "seed phrase" or "mnemonic seed". We have no ability to access or control user wallets. For more details, see [Lost Recovery Phrase](/support/troubleshooting-and-help/help-with-recovery-phrases-and-passwords/lost-recovery-phrase.md).

### I forgot my password and can no longer make transactions. How can I recover it?

We have no way of recovering your password but you can remove your wallet and reimport it using your recovery phrase to set a new password and/or turn on biometric approval like Face ID. Be absolutely sure that you have correctly recorded your recovery phrase before removing your wallet, then follow the instructions on [Forgot Password](/support/troubleshooting-and-help/help-with-recovery-phrases-and-passwords/forgot-password.md).&#x20;

For issues with your recovery phrase (different from your password), see [Recovery Phrase Not Working](/support/troubleshooting-and-help/help-with-recovery-phrases-and-passwords/recovery-phrase-not-working.md) or [Lost Recovery Phrase](/support/troubleshooting-and-help/help-with-recovery-phrases-and-passwords/lost-recovery-phrase.md).

### <mark style="color:purple;">Buying TAO</mark>

### I thought I could use the app to buy TAO, but am not seeing any way to purchase TAO. Why not?

The ability to buy TAO is not available in all countries due to local regulations. For more details, see [Help with Buying TAO](/support/troubleshooting-and-help/help-with-buying-tao.md).

### Can I buy TAO through the app through a provider other than Coinbase?

Coinbase is currently the only option for buying TAO through the TAO.com app, but TAO is available for purchase on many crypto exchanges and can then be transferred to your TAO.com wallet. For more details, see [Transferring TAO](/documentation/funding-your-wallet/transferring-tao.md).

### I'm having an issue buying TAO with Coinbase. Can you help?

TAO.com integrates directly with [Coinbase Onramp](https://help.coinbase.com/en/coinbase/trading-and-funding/coinbase-pay/using-onramp) to seamlessly purchase TAO that is delivered directly into your TAO.com wallet. The most common issues with buying TAO with Coinbase are Coinbase-controlled delays or requirements that Coinbase alone can help with, but see [Help with Buying TAO](/support/troubleshooting-and-help/help-with-buying-tao.md) for more details.

### <mark style="color:purple;">Transactions & transaction history</mark>

### I just made a transaction (bought TAO, transferred TAO, staked TAO, bought/sold a subnet, etc) but am not seeing the transaction in my Transaction History. Did it go through?

Transactions can take up to a few minutes to appear in your Transaction History. In the meantime, check other areas of your wallet that display data in real-time, such as your wallet balance, stake, or holdings to confirm it the transaction went through.

### How can I choose the validator I want to stake to when I stake my TAO or buy subnet tokens?

All staking transactions made in the TAO.com app are automatically staked through the TAO.com validator. This simplifies the user experience and helps us fund TAO.com so that we can maintain and improve the TAO.com app and invest in additional future products that help the Bittensor ecosystem grow.

If you have already staked TAO to a non-TAO.com validator, you will see that in the TAO.com app where applicable.

### <mark style="color:purple;">Staking rewards</mark>

### How do I view my staking rewards?

Starting in mobile app versions v3.0.6 and extension version v3.0.16, rewards for staking TAO (staked to the "Root" subnet) are **automatically added to your "Root Stake (SN0)" balance** as they're received.&#x20;

To see your Root Stake (SN0) balance, tap on **Bittensor** in the Assets list on your wallet tab > **Hold** tab > scroll down to view the **Root Stake (SN0)** value.

We will be updating this screen soon to show your rewards separately from your staked balance, but for now **Root Stake (SN0)** = your **active stake** + **unclaimed rewards**.

### How do I claim my staking rewards?

Starting in mobile app versions v3.0.6 and extension version v3.0.16, **staking rewards are claimed when unstaking a Root Stake (SN0) balance greater than your staked amount**.

To unstake your Root Stake (SN0) balance and claim rewards, tap on **Bittensor** in the Assets list on your wallet tab > **Hold** tab > scroll down to the **Staking** section > tap **Unstake**. If unstaking an amount greater than your staked balance, rewards will be claimed.

Example:

* You have a total Root Stake (SN0) balance of **τ1.07000**.
* Of that amount, **τ1** is *staked TAO*, and **τ0.07000** is *unclaimed rewards* (under the hood, not currently shown in the app).
* To claim rewards, unstake **>τ1**. The first τ1 will unstake your staked TAO. Any amount over that staked TAO amount will simultaneously 1) claim that amount of rewards and 2) unstake them.
* Unstaking less than your staked TAO balance (**<τ1** in this case) will not claim any rewards.

We will be updating this experience soon to allow you to claim your rewards without having to first unstake your staked TAO.

Note: the Bittensor protocol requires rewards to **meet or exceed τ0.0005** **before rewards can be claimed**. The TAO.com app will automatically adjust the amount you desire to unstake if the amount requested to unstake includes unclaimed rewards below that threshold.

### How often are Root staking rewards added to my balance?

On average, staking rewards are added every day or two, but on average within a 30-hour time frame. The time frame varies and can be longer or shorter due to how rewards are distributed.&#x20;

Specifically, the protocol randomly selects wallets to receive staking rewards. The protocol selects 5 wallets per every 12 second block, taking on average approximately 30 hours to go through all the wallets. However, the 5 wallets to reward are randomly selected, making it possible to get claimed more or less frequently than the 30 hour average.

### <mark style="color:purple;">Other</mark>

### Does TAO.com support cold wallets like Ledger or Trezor?

Yes, the TAO.com Chrome extension supports cold wallets, including Ledger or Trezor. At this time, this is not supported on the the TAO.com iOS and Android mobile apps.

### I am trying to confirm the three words of my seed phrase after creating a new wallet, and the app will not let me scroll past the second word to confirm. Could you assist?

It sounds like the text size on your particular device may need to be adjusted for this screen with the following steps: go to the Settings app on your phone > Accessibility > Display & Text Size > Larger Text and toggle off the "Larger Accessibility Sizes" switch. Then, return to the TAO.com app. That adjustment should bring all the content into view.

Once you’ve added your wallet successfully, you can revert your text size back to its original setting.

### Why haven't you replied to my tweet on X?

We do not officially provide wallet support on X (formerly Twitter), but we may from time to time reply to comments on our own posts at our discretion, always from our official [@taodotcom](https://x.com/taodotcom) account. We do not reply to comments on other posts, as for security reasons this does not allow us to hide posts from impersonators who may try to hijack the conversation.

Before responding to any post that looks like it is from us, double-check that it is from our official [@taodotcom](https://x.com/taodotcom) account. We will never ask you to email an @gmail.com account or ever ask for your wallet recovery phrase - these are common methods for scammers to attempt to steal your funds.

We generally do not respond to direct messages (DMs) sent to our official account on X. We recommend using the content in this Support Center to troubleshoot any issues you may be having.

Posts by our employees or team members on their personal social accounts are not vetted by our organization. Any opinions expressed on personal social accounts do not necessarily represent the opinions of our organization.

### I have a question about my toothbrush. Can you help?

No, despite the many inquiries we get receive about the [TAO Clean toothbrush](https://www.taoclean.com/), TAO.com does not manufacture or provide support for toothbrush orders or issues. You're probably looking for <https://www.taoclean.com/pages/contact-us> or <support@taoclean.com>