Frequently Asked Questions

Our hardware wallet provides a non-custodial solution for securely storing your cryptocurrency private keys. The device keeps your keys offline and protected from online threats while giving you complete control over your digital assets.

Gentwall employs multiple layers of security to protect your private keys:

• Military-grade encryption
• Offline storage (air-gapped)
• Secure element chip
• PIN protection
• Recovery phrase backup

Your private keys never leave the device and are protected even if your computer is compromised.

Gentwall supports a wide range of cryptocurrencies and tokens, including:

• Bitcoin (BTC)
• Ethereum (ETH) and ERC-20 tokens
• Litecoin (LTC)
• Bitcoin Cash (BCH)
• And many other popular cryptocurrencies

We regularly add support for new cryptocurrencies through firmware updates.

If you lose your Gentwall device, your funds are still safe as long as you have your recovery phrase. Here's what to do:

• Use your 24-word recovery phrase to restore your wallet on a new Gentwall device
• Your private keys can be recovered using any compatible hardware wallet
• Never share your recovery phrase with anyone
• Store your recovery phrase in a secure location separate from your device

Important: Without your recovery phrase, lost funds cannot be recovered.

Gentwall is exclusively a hardware device for securely storing cryptocurrency private keys. We do not:

• Provide cryptocurrency trading services
• Operate any exchange platform
• Hold or custody your funds
• Facilitate transactions between users

You maintain complete control and ownership of your private keys and cryptocurrency.

Setting up your Gentwall device is straightforward:

• Connect the device to your computer via USB
• Download and install the Gentwall companion app
• Follow the on-screen setup instructions
• Create a new wallet or restore from an existing recovery phrase
• Write down and securely store your 24-word recovery phrase
• Set a PIN for device access

Detailed setup instructions are included with your device.

Shipping times depend on your location and selected shipping method:

• Standard shipping: 3-7 business days (US)
• Express shipping: 1-3 business days (US)
• International shipping: 7-14 business days

All orders are processed within 1-2 business days. You will receive a tracking number once your order ships.

Each Gentwall package includes:

• Gentwall hardware wallet device
• USB cable for connection
• Recovery phrase cards
• Quick start guide
• Warranty information

All items come in secure, tamper-evident packaging.

Yes, we provide comprehensive technical support for all Gentwall users:

• Email support: contact@gentwall.com
• Phone support: +1 (646) 406-6829
• Online documentation and guides
• Video tutorials

Our support team is available Monday through Friday, 9 AM to 6 PM EST.

Gentwall devices come with a comprehensive 1-year warranty that covers:

• Manufacturing defects
• Hardware malfunctions
• Normal wear and tear

The warranty does not cover damage from misuse, accidents, or unauthorized modifications. Warranty claims can be submitted through our support team.

Yes, we accept returns within 30 days of purchase, subject to these conditions:

• Device must be in original, unopened packaging
• All accessories and documentation included
• Customer pays return shipping costs
• Device must not show signs of use or tampering

Refunds are processed within 5-10 business days after we receive the returned item.

Firmware updates are important for security and new features:

• Connect your device to the Gentwall companion app
• The app will notify you of available updates
• Follow the on-screen instructions to install updates
• Never disconnect the device during an update
• Updates are digitally signed for security

Always update your firmware promptly to ensure optimal security.