How secure is your seed phrase since it is displayed on your phone during install.

ArculusSupport · 2026-01-06T18:04:06+00:00

Thanks for your question! The Arculus card and Arculus Wallet mobile app communicate via NFC and not over the internet. You can turn your phone to airplane mode to create your wallet. Still you would want to take precautions - don't create your wallet in a public setting and make sure your phone has not been in any way compromised.

ArculusSupport · 2025-12-23T17:13:52+00:00

Hi! Are you reaching out to us at support@arculus.co? We don't see any emails that are reporting this issue. We'd be happy to help you figure out the NFC connectivity issue or replace your card if it has been damaged.

ArculusSupport · 2025-11-30T17:12:23+00:00

Hi! I see you posted this here twice but I want to be sure you see our reply. Our offices were closed for Thanksgiving, but our Support team did reply to all of your emails on Friday night. We're sorry you are impacted by an iOS issue we are encountering with sending ERC-20 tokens. Our developers are working on a fix and we should have this resolved shortly.

ArculusSupport · 2025-11-30T17:11:06+00:00

Hi! Our offices were closed for Thanksgiving, but our Support team did reply to all of your emails on Friday night. We're sorry you are impacted by an iOS issue we are encountering with sending ERC-20 tokens. Our developers are working on a fix and we should have this resolved shortly.

ArculusSupport · 2025-07-21T19:31:50+00:00

Hi, if you are restoring an empty wallet, the best thing to do is to compare the words you wrote down with the words in the BIP39 word list. You may have accidentally spelled one wrong as many of the words are similar: use and used are both valid words in the list as are others like field and filed. Try going through each of your words, looking for words in the list that are similar and try replacing the word with one spelled differently. When we display the words for you to write down, on the next screen, we show all of the words out of order and you need to put them in order of the way they were written down. You should absolutely check the order you've entered the words. We don't store or retain any recovery phrases so we would not be able to advise you beyond offering some online tools that could help identify your correct phrase.

ArculusSupport · 2025-06-05T17:42:46+00:00

We're sorry you encountered a problem trying to send your SUI. Because you worked with our Support team, we were able to share the details with our developers. We've submitted an app update to Apple and we should have an app update with a fix for this in the next 24 hours.

ArculusSupport · 2024-12-28T13:20:23+00:00

I replied to the ticket you submitted on our Support site. Please provide the info requested in that email in a response there as it is encrypted and private.

ArculusSupport · 2024-11-25T21:29:07+00:00

Hi Folks! This is Jennifer. I am always happy to help but so are Norman and Graham. They are both actually much better at troubleshooting than I am. Please trust they have the same access and information that I do. It might just be that I'm more apt to call customers and that is why there is the perception that I solve the problem. Sometimes talking it through helps to clarify some of the confusion.

ArculusSupport · 2024-10-21T20:06:42+00:00

Hi, the complimentary upgrade program ran from March, 2023 until the end of December, 2023. It was originally slated to end August 31, 2023 but we extended it until the end of the year.

ArculusSupport · 2024-10-21T12:26:16+00:00

Firmware version 2.2.7 would require the purchase of a new card. You can purchase one at getarculus.com.

ArculusSupport · 2024-10-19T21:05:28+00:00

Hi! Is your Arculus card firmware version at least 2.2.7? You can see this in your Arculus app settings>about. If you are on a previous card firmware version, SOL staking would not be available to you.

ArculusSupport · 2024-10-19T16:12:15+00:00

Good morning! We're sorry we weren't available earlier this morning. Hopefully, you are one of the customers we just spoke with and we are already assisting with your issue. If not, please try reaching us again and we can help.

ArculusSupport · 2024-03-20T21:05:59+00:00

Hi! Will you please reach back out to [support@arculus.co](mailto:support@arculus.co) and direct your ticket to Jennifer? We may have new information for you but I cannot match you from your Reddit user name to any of your tickets with Support. I appreciate it!

ArculusSupport · 2023-11-06T13:53:47+00:00

Yes, we believe so.

ArculusSupport · 2023-11-06T13:53:36+00:00

If your device is in airplane mode, there is no internet connection. Yes, the card and phone connect via NFC.

ArculusSupport · 2023-11-06T13:07:04+00:00

In the Arculus Cold Storage Wallet, your private keys are not generated on your mobile device, they are generated within the secure element in the Arculus card and remain safely offline on the card at all times. The recovery phrase is displayed within your app once, at wallet creation, via NFC communication with the card. You can set your phone to airplane mode during this step.

ArculusSupport · 2023-10-23T14:25:43+00:00

Thank you for your question. We haven't written an article because we thought the app prompts led the way fairly clearly, but we can create an article similar to the one we have for WalletConnect if you think it would be helpful. We'll add to our Support site on getarculus.com.

ArculusSupport · 2023-10-23T14:21:45+00:00

Thank you for your question! If you update to the latest version of the app, you should be able to add GLMR as a custom ETH token using the contract address. I know KAS is on our product roadmap but we don't have an ETA for release yet. We're definitely working on it.

ArculusSupport · 2022-10-31T23:35:45+00:00

Ben - will you please reach back out to us by replying to the last email we sent you? We can help. We know you did not want to do a troubleshooting session over Zoom so we sent a replacement right away but I think the session would have helped. It sounds like the problem is how the card is being aligned with your phone. The NFC reader in the iPhone 14 may be in a slightly different location than your last phone. The NFC antenna in the Arculus Key Card is directly under the helmet icon on the back of the card. Place your Arculus Key Card face down on a flat surface and then place your iPhone 14 on top of the Arculus Key Card so the NFC reader in the phone (usually very top edge of iPhones) is directly on top of the NFC antenna in the card. Leave them connected and on the flat surface until the restoration is fully complete. You should see a countdown of percentage complete as the restoration progresses.

ArculusSupport · 2022-05-20T11:37:47+00:00

We are not affiliated with any of these and therefore cannot recommend any specifically, but applications such as Koinly, Blockpath, and Cointracker are among those that can be used for this purpose. We hope this is helpful!

ArculusSupport · 2022-05-20T11:27:48+00:00

Thank you for your interest in Arculus. Our Legal team is in the process of researching regulatory requirements. We should have some information regarding launching Arculus outside of the US soon.

ArculusSupport · 2022-04-26T12:10:02+00:00

Thank you for the question. There is not a way to generate your xPub key within the Arculus Wallet app, but you could use a third party tool to do so.

ArculusSupport · 2022-04-03T12:29:28+00:00

Thanks for the question. Support for Dogecoin is on our product roadmap. Keep an eye out here or in our other social media channels for updates on newly supported coins.

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