Frequently Asked Questions

Fizenwallet is a hardware device designed to securely store private keys for cryptocurrencies. It does not offer exchange, trading, or custodial services.

Our hardware wallets provide:

• Offline storage for your private keys
• Hardware-based encryption
• Protection from online threats
• Support for multiple cryptocurrencies

We do NOT have access to your private keys or cryptocurrency holdings.

A hardware wallet stores your cryptocurrency private keys in a secure, offline environment. Here's how it works:

• Key Generation: Private keys are generated inside the device
• Offline Storage: Keys never leave the device or touch the internet
• Transaction Signing: Transactions are signed within the device
• Physical Confirmation: Requires physical button press to approve transactions

No, Fizenwallet is NOT a custodial service.

This means:

• You are the only one with access to your funds
• We cannot recover lost private keys or passwords
• We cannot freeze or confiscate your assets
• You have full sovereignty over your cryptocurrency

Fizenwallet employs multiple layers of security:

• Secure Element Chip: Military-grade secure chip for key storage
• PIN Protection: Device locked with user-defined PIN
• Offline Storage: Private keys never exposed to internet
• Tamper-Proof Design: Physical security against tampering
• Open Source Firmware: Auditable and transparent code

If you lose your Fizenwallet device:

• Your funds are safe - They're protected by your PIN
• Use your recovery phrase - Restore your wallet on a new device
• 24-word seed phrase - This is your backup, keep it safe!

No, we have absolutely no access to your private keys.

Your private keys are:

• Generated locally on your device
• Never transmitted over the internet
• Never stored on our servers
• Encrypted and locked in the secure element
• Only accessible with your PIN

Fizenwallet supports major cryptocurrencies including:

• Bitcoin (BTC)
• Ethereum (ETH) and ERC-20 tokens
• Litecoin (LTC)
• Ripple (XRP)
• And 1000+ other cryptocurrencies

Check our documentation for the full list of supported assets.

Setting up your Fizenwallet is simple:

1. Unbox and connect: Connect via USB to your computer
2. Initialize device: Follow on-screen setup instructions
3. Create PIN: Set a secure 4-8 digit PIN
4. Generate seed phrase: Write down your 24-word recovery phrase
5. Verify seed phrase: Confirm you've recorded it correctly
6. Install apps: Add cryptocurrency apps as needed

Minimum system requirements:

• Windows: Windows 10 or later
• macOS: macOS 10.14 or later
• Linux: Ubuntu 18.04 or later
• Mobile: iOS 13+ or Android 8.0+
• Connection: USB-C or USB-A port

Shipping times vary by location:

• USA: 3-5 business days
• Canada: 5-7 business days
• Europe: 7-10 business days
• Rest of World: 10-15 business days

All orders are processed within 1-2 business days.

Our return policy:

• Unopened products: 30-day return window
• Opened products: Cannot be returned for security reasons
• Defective products: Covered by 1-year warranty
• Refund processing: 5-7 business days after receipt

Yes, we ship worldwide! Please note:

• International orders may be subject to customs fees
• Some countries have import restrictions on encryption devices
• Tracking is provided for all international orders
• Contact us if you're unsure about shipping to your country