Troubleshooting

1. Create a New Account: Create a new Centi App account with an email address you have access to. Choose the option to bring an existing wallet and provide the 12-word mnemonic passphrase you secured during signup with Centi.
2. Recover Funds Using Other Applications: You can also recover your funds using other compatible applications. For more information, please visit our pages on mnemonic and wallet compatibility.

1. Create a New Account: Create a new Centi App account with an email address and phone number you have access to. Choose the option to bring an existing wallet and provide the 12-word mnemonic passphrase you secured during signup with Centi.
2. Recover Funds Using Other Applications: You can also recover your funds using other compatible applications. For more information, please visit our FAQ pages on mnemonic and wallet compatibility.

1. Regain Access to Your Phone Number: If possible, try to regain access to your original phone number. Contact your mobile service provider for assistance.
2. Locate Your 12-Word Mnemonic Phrase: Finding your 12-word mnemonic phrase is crucial as it allows you to recover your wallet and access your funds independently of the Centi App using other applications.

• We have ensured that all users write down and secure their 12-word mnemonic by outlining this in our Terms. During the app signup process, all users confirm they have secured this information.
• The Centi App is a hosted but non-custodial wallet user interface service, which means the responsibility to safeguard your assets is entirely with you, as stated in our Terms.

1. Understand the Suspension:
o   The suspension is a security measure based on our risk assessment of your account activities.
2. Access Your Funds:
o   Although your account is disabled, we do not have control over your assets. You can still access your funds using your 12-word mnemonic phrase or other compatible wallets. For more detailed instructions, please refer to our FAQ section on wallet compatibility.

• Ensure you have securely stored your 12-word mnemonic phrase as it is crucial for accessing your wallet and funds.
• If you believe your account was mistakenly suspended, please contact our support team at support@centi.ch using the email address you registered with. Describe your issue as precisely as possible to help us provide a prompt and accurate response. Typically, we aim to respond within 12 hours.

1. Stop Using the Current Account:
o   Please refrain from using the account you created. Since you shared the 12-word mnemonic with support group, there is a risk that others could access your funds. We recommend creating a new account.
2. Close the App and Delete App Data:
o   Close the Centi app and delete all app data on your phone. This will reset the app to the initial welcome screens.
3. Create a New Account:
o   Create a new account using a different email address.

• For further details, you can also refer to this blog post on the stablecoin record.
• The Centi Franc is used for various purposes, such as purchasing licensed NFCs from the Swiss Association of Football Players. Learn more about this application here.

If you have made a bank transfer to your Centi Wallet but have not yet received your digital asset (e.g., BSV, CCHF), follow these steps to resolve the issue:

1. Allow Processing Time:

• Bank transfers can take up to 3 business days to process, depending on your bank and the transaction details.

2. Verify Bank Transfer Details:

• Ensure that all bank transfer details were entered correctly, including the recipient account number and any reference or memo fields required by Centi.

3. Document the Transfer:

• Keep a record of the bank transfer details, including transaction IDs, confirmation emails, and screenshots of the transfer process.

4. Monitor Your Centi Wallet:

• Regularly check your Centi Wallet for the arrival of your digital asset.
• If the digital asset has not arrived in your wallet contact Centi Support at support@centi.ch by sending proof of execution.

Example Timeline:

• Day 1: Initiate bank transfer.
• Day 1-3: Allow up to 3 business days for the transfer to be processed.

• Day 4: If the digital asset has not arrived in your wallet, ensure you have documented the transfer and contact Centi Support at support@centi.ch by sending proof of execution, which is different from a proof of having entered the payment.

1. Go to Settings > General > iPhone Storage.
2. Find and select the Centi app.
3. Tap Offload App and confirm.
4. Reinstall the app from the App Store.

1. Go to Settings > Apps.
2. Find and select the Centi app.
3. Tap Storage > Clear Data.
4. Uninstall and reinstall the app from the Google Play Store.

1. Recovery Process: STAS tokens, like the CCHF token, can be recovered from Bitcoin addresses. For detailed instructions on this process, please refer to our FAQ section on wallet compatibility.
2. Contact the Exchange: If you don’t have access to the key for the address you sent the tokens to, we recommend reaching out to the exchange’s support team. They can assist in extracting the tokens for you or potentially consider adding support for STAS tokens on their platform in the future.

• Always double-check the deposit instructions provided by exchanges to ensure you are sending the correct tokens to the appropriate addresses.
• Keep a record of your transactions and the addresses used to help in the recovery process if needed.