Why the address is different when importing the same mnemonic phrase?
When importing the wallet with mnemonic phrase, choose different paths (encrypt type) will result in different addresses. Please choose the right path (encrypt type) or import with a private key.
I deleted the wallet. I have the address and transaction record. Is there a way to get the assets back?
If you have backed up the mnemonic phrase or private key, you can use that to import the wallet. If you didn't back up, there is no way to get the assets back with the address and transaction record. ONTO is a decentralized wallet. Please back up the mnemonic phrase or private key and keep it safe.
I forgot my wallet's password, and I have assets in that wallet. What can I do?
You can use mnemonic phrases to reset your wallet's password.
I can’t find my mnemonic phrases/private keys, or my assets have been stolen. Can ONTO help me find them?
ONTO is a decentralized wallet. Mnemonic phrases and private keys are only kept in your phone, and your digital assets are completely managed by yourself. Thus, ONTO cannot help you find them. Anyone with your mnemonic phrases or your private keys will have access to your wallet. If you lose your mnemonic phrases/private keys, you lose control of your wallet. Thus, please back them up safely, and do not leak them to anyone else.
What does "decentralized wallet" mean? Where can I keep my mnemonic phrases/private keys?
In contrast to centralized wallets/exchanges that store your mnemonic phrases/private keys, decentralized wallets don’t store them. The mnemonic phrases/private keys are only kept in your local storage. Users are the only keepers of their digital assets. A decentralized wallet is only a tool to help manage users’ assets on-chain and capture blockchain data and cannot control the assets.
Why does it show “wallet already exists” when I import the wallet?
Please check if you have imported a single-chain wallet with the same address. After you have backed up your mnemonic phrases/private keys, you can delete the previously imported single-chain wallet and import a multi-chain wallet.
