1. Where can I find the NEM Wallets that are available?
NEM Wallets are listed on the following page: - https://nemplatform.com/wallets
2. Can I restore my NEM Wallet using my Public Key or address? I have my Public Key, Address, and my Password.
No you cannot restore your Wallet using your Public Key or Address. The only way for you to restore your Wallet is via a Private Key.
3. Are the NEM Wallets Custodial?
All Wallets provided by NEM are Non-Custodial. The user's Encrypted Private keys are stored on the device where the Wallet is installed
4. Where can I find the Private Key in an official Mobile Wallet?
Upon creation of your Wallet, you will be able to see the Key in your account. Click on your Wallet name and click 'more', then click 'export account'. You will then see your Private Key QR code which you can print and laminate as your back-up. If you click 'show private key', your Private Key will show up as an alphanumeric string - don't share this with anyone.
5. Where can I find the Private Key in an official Desktop Wallet?
When you are logged-in choose the 'Account' option in the top right corner. In the right-hand section you can export your Private Key, export your QR code Private Key or export your Wallet File. Don't share the exported keys with anyone. Fore more information, please check the desktop wallet tutorial: - https://blog.nem.io/nanowallet-tutorial/
6. How can I restore my Mobile Wallet using a Private Key?
ANSWER : From the dashboard go to 'Account' view. Choose 'Add account' and then 'Enter key'. Enter the Private Key here from your backup and choose your Wallet name.
7. How can I restore my Desktop Wallet using a Private Key?
Choose 'Sign up' and next 'Private Key Wallet'. After that you will be guided via a wizard where you need choose 'Mainnet' if you wish to restore from the main network. Choose a new Wallet Name and Password and finally provide the Private Key from your backup. If the Private Key is correct, your Wallet address will be exactly the same as you had before. Please check the desktop wallet tutorial for a fuller descrpiton: - https://blog.nem.io/nanowallet-tutorial/
8. My Mobile Wallet Application is crashing. What should I do?
If you are using an Android wallet, it's highly likely that your app doesn't have the 'System Permissions' it requires. Go into Settings on the phone, (often shown as a gear symbol). Choose 'Apps / permissions for applications', locate NEM Wallet in the Application list and tap it. A window with usage information and other information will appear. Scroll down, click on the 'Permissions' section. Give the app access to camera, contacts, and storage - then try again.
9. I have an official Desktop Wallet, but I don't see the option to log in with Trezor. What should I do?
Please ensure you have the 'Universal Client with Trezor Support' from https://nemplatform.com/wallets#desktop
10. How do I connect my Wallet with Trezor?
Please read this tutorial: - https://blog.trezor.io/announcement-trezor-integration-nanowallet-nem-xem-cryptocurrency-feature-803e7ffbf023
11. I get a blank page when I run my Desktop Wallet (browser version). What should I do?
If you have blank page after opening the wallet please take the following steps:
1) Check that you have extracted the zip archive with the wallet correctly. On most operating systems, what you should do is click the right mouse button on the downloaded zip archive, select 'extract', and specify the directory where you want the wallet files to be extracted into.
2) Verify that you have enabled third-party cookies in your browser as these are required to run the browser version of a desktop wallet correctly.
3) Ensure that you have the latest wallet version. It can be checked here: - https://nemplatform.com/wallets
12. My Wallet is unable to connect with the network. What should I do?
Firstly, you can try to switch to another node (with an official desktop wallet you can do this by clicking on a circular button in the right-hand corner). If this does not help, please check that both 7890 and 7778 ports are open on the network that you are using. Ports can be blocked on your computer, firewall, router, or even by your Internet service provider. This is often also the case when you are using a VPN. Detailed instructions on how to change a node can be viewed here: - https://www.youtube.com/watch?v=Qi575qugdX0
13. I'm using a Mobile NEM Wallet+, where can I find my Transaction Hash?
If you're using a Mobile Wallet then the Hash is not shown in it. You can find your Transaction Hash using explorer https://explorer.nemtool.com. To find your transactions, copy your Wallet Address and paste it onto the search bar and then click 'search'. Your account details with a list of transactions will be presented. Find the transaction that you are interested in and click on it, your transaction hash will appear in a pop-up window.
14. l have lost my Mobile Phone, how can I recover my account? I know my wallet address and password.
You need your Private Key to restore your NEM wallet. You will not be able to restore your wallet using only your public address and password.