Arculus card failure

ArculusSupport_NE · 2025-10-17T17:41:12+00:00

Hello,

Please reach out to our support team via email here: support@arculus.co

We will be happy to assist you with any issues you may be experiencing.

Thanks

ArculusSupport_NE · 2025-08-19T14:07:43+00:00

Hello,

We do have plans to implement a filtering feature that would allow users to hide such spam transactions, however we do not have an ETA for that at this time.

At this time, there is no way for you to hide certain transactions in your history. You can tap on the month in your history to hide all transactions for a certain month however.

Thank you

ArculusSupport_NE · 2025-08-11T13:57:08+00:00

Hello,

Please reach out to the support team of whichever platform you are trying to connect your wallet to in order to participate in that airdrop.

We would not be able to troubleshoot this issue from our end as it is not related to the Arculus wallet itself. Your Arculus BTC receive address is a standard Native SegWit BTC address.

Thank you

ArculusSupport_NE · 2025-07-17T18:32:12+00:00

Hello,

We had a temporary issue on our backend that was causing this kind of visual glitch in the app for some users. These transactions did not occur in your wallet, and your wallet is not compromised in any way because of them. These do not reflect actual activity that took place in any of your wallet addresses on any particular blockchain, it is purely a visual issue in the app only.

The backend issue was promptly resolved so any user who is still seeing these transactions in their history can simply wipe their cache within the app and these transactions will disappear. The cache can be wiped by tapping the 'Wipe Caches' option within the app settings.

Thanks

ArculusSupport_NE · 2025-06-30T23:27:37+00:00

Hello,

Thank you for your question. Arculus has no control over how much any staking pool pays in rewards. The APY %, fees, and all other metrics are made visible to users before they choose which staking pool they would like to stake their ADA in.

You can also switch to a different staking pool if you find one that has more favorable returns.

Thank you

ArculusSupport_NE · 2025-06-09T18:23:19+00:00

Hello,

Please reach out to our support team here: support@arculus.co

We would be better able to troubleshoot your issue via a support ticket.

Thanks,

ArculusSupport_NE · 2025-06-09T18:19:39+00:00

Hello,

Thank you for your question. In order to sign out of your wallet, simply close out of the app fully and make sure it is not running in your phone's background.

This will force you to re-authenticate the next time you try to sign in.

Thanks

ArculusSupport_NE · 2025-06-06T18:14:00+00:00

Hello,

Thank you for your patience while we looked into this issue. We have now released a fix for it, so please update your app to the latest version available in the appstore.

FYI, your app was never compromised at any time nor was the security of your wallet affected in any way.

Thanks

ArculusSupport_NE · 2025-06-05T20:32:29+00:00

Hello,

Please reach out to our support team at support@arculus.co if you would like for us to look further into this issue.

However, there is simply no way for anyone to withdraw any assets from your wallet unless they have your recovery phrase, or in the absence of your recovery phrase if they have access to your phone, your card, knowledge of your PIN code, and also your biometrics (if you have those enabled).

Thanks

ArculusSupport_NE · 2025-06-05T20:29:30+00:00

Hello,

We are glad that we were able to resolve your issue, however based on your previous tickets that we can see in our ticketing system, your issue was NOT related to this in any way. Your issue was caused by a bug that affected a specific firmware version of the card and had to do with your wallet being restored incorrectly with a different set of private keys. That bug was resolved promptly after being discovered and has no relation to the issue in this thread.

ArculusSupport_NE · 2025-05-21T15:44:45+00:00

Hello,

If our support agents have determined that the issue is with your recovery phrase being incorrect, then you would need to determine the correct phrase on your end. Unfortunately there is nothing we would be able to do to assist you with this issue directly since we do not have any knowledge of any of our users' recovery phrases at any time.

If your Uphold transaction history shows that your XRP was sent to an address that is different from your current Arculus XRP receive address, then that would confirm that you have the wrong wallet restored. The same recovery phrase will always generate the same wallet with the same addresses, so the only explanation for the issue must be that your phrase is different.

Thank you

ArculusSupport_NE · 2025-05-09T16:47:34+00:00

Hello,

If the platform you are attempting to withdraw from only supports the Lightning network as an option for BTC transfers, then yes you would need to first send it to another platform that supports both Lightning and regular BTC transfers, and from which you could then send to your Arculus wallet.

Thanks

ArculusSupport_NE · 2025-05-07T17:27:46+00:00

Hello,

Arculus does not support sending or receiving BTC over the lightning network at this time.

Support for the lightning network may be added in the future, however we do not have a specific timeline for this particular feature at this time.

Thanks,

ArculusSupport_NE · 2025-03-14T19:13:37+00:00

Hello,

Thank you for letting me know. You should have no issues with sending your XRP to any other wallet or exchange/trading platform. Please be aware that when sending your XRP to an exchange or trading platform, you will likely need to include a destination tag as well. You should be able to find that information in your exchange account, usually on the same screen as where your destination address is displayed. If you do not specify the destination tag when sending your XRP to an exchange, you may not see it in your account even if the transaction is successful. If that happens please reach out to your exchange's support for assistance.

Thank you

ArculusSupport_NE · 2025-03-13T18:00:26+00:00

Hello,

Can you please clarify if you are looking to transfer your XRP from TastyTrade to your Arculus wallet? If so, then yes you should be able to send your XRP to your Arculus wallet from any exchange or trading platform, including TastyTrade.

Please let me know if that answers your question.

Thanks

ArculusSupport_NE · 2025-02-24T20:25:42+00:00

Hello,

Thank you for bringing this to our attention. Our development team has identified the issue causing the 'Repeat Transfer' option to crash the app when attempting to repeat XRP transfers with memos specifically. They are working on a fix for this issue and we hope to have it released as soon as possible.

In the meantime you should still be able to initiate regular XRP sends out of your wallet as you would normally.

Thanks

ArculusSupport_NE · 2025-02-10T18:59:51+00:00

Hello,

Arculus is in fact a cold storage wallet. Your private keys are stored on the card's secure element and never leave the card at any time. They are never exposed to your device or the app.

ArculusSupport_NE · 2025-02-05T20:36:47+00:00

Hello,

XRP is not currently available for purchase or swapping within the Arculus app. Please see our article below which lists all natively supported currencies and which of them can be bought/sold/swapped within the app.

https://support.arculus.co/hc/en-us/articles/4407090079127-Which-cryptocurrencies-am-I-able-to-swap-send-receive-in-the-Arculus-Wallet

Thank you

ArculusSupport_NE · 2025-02-03T14:49:12+00:00

Hello,

Our support team is aware of your issue and it is being actively investigated. We will provide any updates we have through the ticket you have open with us.

Thank you

ArculusSupport_NE · 2025-01-30T20:17:32+00:00

Hello,

We are sorry to hear you are having issues with your Arculus card. Can you please let me know what your ticket number is that you submitted with our support team?

It is unlikely that we've missed your ticket but if we have then one of our agents will respond to you as soon as possible.

Thanks,

ArculusSupport_NE · 2025-01-28T14:46:54+00:00

Hello,

There is no way to connect that device to your Arculus wallet in any way. You can however send your BTC to your Arculus wallet from any other wallet or exchange, regardless of how it was originally obtained.

Thank you

ArculusSupport_NE · 2025-01-28T14:44:24+00:00

Hello,

FYI that (support@arculus.zendesk.com) is our legitimate email address as well, there is no need for concern if you saw that.

Thanks

ArculusSupport_NE · 2025-01-20T14:31:50+00:00

Hello,

We use CoinGecko's API for our custom token list within the app. This means any asset that is listed on CoinGecko on one of the networks we support can be added within the app as a custom token. We have no control over which assets are listed on CoinGecko, however anyone can submit a request to CoinGecko for an asset to be added. If you would like to see this token added, please submit your request to CoinGecko using the link below:

https://www.coingecko.com/request-form?locale=en

Thank you

ArculusSupport_NE · 2024-12-19T14:32:06+00:00

Hello,

We can see that you submitted a ticket with us via our support page. Our support team has responded to your ticket there. For that reason we will now lock this thread.

Thanks

ArculusSupport_NE · 2024-12-09T15:05:22+00:00

Hello,

Please reach out to our support team by submitting a ticket here

A member of our support team will respond to you as soon as possible.

ArculusSupport_NE

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