Other Issues

If you have a different issue that is not answered in this Support Center, follow these steps:

1. Confirm you've reviewed Frequently Asked Questions (FAQs) for answers to common questions.

2. Use the search feature at the top of all pages in our Support Center to find a detailed answer to your issue.

3. If you still haven't found an answer, email us at [email protected]. To ensure the fastest response, provide as much of the following information as possible:

   1. Describe your issue in as much detail as possible:

      1. What are you seeing that is not what you expected / what issue are you experiencing?

      2. What happened leading up to your issue?

   2. Provide us details of your device and app version.

      1. Provide us the Model Name of your device, i.e. iPhone 16.

         1. Find this by going to the Settings app > About > Model Name.

      2. Provide us the version of the TAO.com app you have installed, i.e. 2.0.8.

         1. Find this by going to the Settings app > General > iPhone Storage > swipe down to show the search bar at the top of the screen > type "TAO.com" into the search bar > tap "TAO.com", and provide the number immediately beneath the TAO.com app name)

      3. If the issue relates to a specific wallet, provide your wallet address (NOT your recovery phrase), i.e. 5GuRLEMgsMQsKYXQ0CjvQGpDyiMuSCcdkyQNz4nuoHURiuaC

         1. Find this by opening the TAO.com app, go to Settings > tap the specific wallet > tap the "copy" icon on the right side of the wallet address field. It should be a long text string with a mix of letters and numbers.

NEVER share your recovery phrase with anyone, including TAO.com. We will NEVER ask for it - immediately cease communications for anyone who asks for it. Anyone who has your recovery phrase can transfer all funds out of your wallet. Your recovery phrase is a 12-, 15-, 18-, 21-, or 24-word phrase that may contain numbers and hyphens (i.e. 1-crash 2-jewel 3-table etc ) or simply be a series of words without numbers and hyphens (i.e. crash jewel table).

Contacting TAO.com via the email address above is the ONLY official method to get support directly from the TAO.com team. To reduce the risk of scams impersonating our support team, we do not provide live chat support on Discord, X, or any other social media platform, nor do we provide phone support. Immediately cease communications with any account or individual claiming to offer live support as TAO.com. If you believe you might be a victim of a scam, see Help with Unfamiliar Transactions.

We will definitely never DM (direct message) you first. Immediately cease communications with anyone claiming to be TAO.com who DMs you first. This is a common method for scammers in the crypto space to impersonate support teams for wallet apps.

Avoid posting about issues publicly, i.e. on social media like Discord or X, as this is a common way to be targeted by scammers impersonating TAO.com.