How Can We Help You?

If you're having trouble accessing your wallet, first ensure you have a stable internet connection. Next, verify that you're using the correct login credentials. If you've forgotten your password, use the "Forgot Password" option on the login page. For security reasons, multiple failed login attempts may temporarily lock your account. If you continue to have issues, please contact our support team with your account details for further assistance.

To reset your Two-Factor Authentication (2FA), you'll need to verify your identity through our security protocol. Please submit a support ticket with your account email and provide the backup recovery codes you received when setting up 2FA. If you don't have these codes, you'll need to provide additional verification such as a government-issued ID and proof of address. Our security team will review your request and guide you through the reset process.

Transaction times can vary based on several factors including network congestion, gas fees (for ERC20 tokens), and the complexity of the transaction. During high network traffic, transactions may take longer to process. If you set a low gas fee for Ethereum transactions, miners may prioritize other transactions with higher fees. You can check the status of your transaction using the blockchain explorer for the relevant cryptocurrency. If a transaction has been pending for more than 24 hours, please contact support with your transaction ID for further investigation.

Yes, Globeken Wallet is designed with security as the top priority. As a cold storage wallet, your private keys are stored offline, protecting them from online threats. We implement multi-layered security protocols including encryption, multi-signature authentication, and regular security audits. Your crypto assets remain under your control at all times, as we operate on a non-custodial model. We also provide additional security features such as 2FA, biometric authentication, and customizable spending limits to further protect your assets.

To ensure optimal security and performance, we recommend always using the latest version of Globeken Wallet. If you're using our mobile app, updates are typically handled through your device's app store (Google Play or Apple App Store). Enable auto-updates for seamless updating. For desktop applications, you'll receive an in-app notification when an update is available. Always download updates only from our official website or authorized app stores to avoid potential security risks from counterfeit applications.

We strive to provide prompt support to all our users. Our typical response times are within 24 hours for standard inquiries and within 4 hours for urgent issues related to account security or transaction problems. Response times may vary during high volume periods or holidays. Premium account holders receive priority support with faster response times. You can track the status of your support ticket through your account dashboard or by using the ticket ID provided when you submitted your inquiry.