After-sales support

How can I make sure my SafePal wallet is genuine?

1. Please make sure to purchase through the regular official website.

2. After receiving the goods, please check the appearance of the package carefully to ensure the product is in good condition.

3. Since SafePal S1 wallet is embedded with multiple anti-tampering mechanisms, the device would probably not working if anyone cracks it open or attacks it before you receive the package. Hence please make sure the device can be started and function normally. The first page you should see is a language choosing page shown as followed. And coming next there will be button illustration and welcome notes.

If you are still not sure about this solution, please contact us via support@safepal.io for further assistance.

When will you add XXX(a new coin/token)?

Since SafePal S1 hardware wallet was released in early June 2019, indeed there are some major coins/tokens that are not supported in our wallet for now. But they should be coming soon. Multi-currencies support is at our top priority, and our dev team is actively working on the progress. Welcome to stay tuned from our official channels. We will surely keep the community posted when they are ready.

How long can the device sustain after it’s fully charged?Would it be OK if I keep it in a safebox and don’t charge it for a long time?

The battery we use is a lithium battery. Assume that a user uses SafePal S1 wallet 10 minutes per day, the device can sustain around 20 days after it’s fully charged.

Since the battery is a lithium one, one of the nature of a lithium battery is that, if you don’t charge it regularly, the battery life would reduce gradually. In order to maintain the best working condition of the lithium battery, we recommend charging the SafePal wallet at least once every 3 months.

Even if the battery is out of service eventually, the SafePal S1 device can still function normally by plugging into a computer using a USB cable. Or you can also contact SafePal team at support@safepal.io for further assistance.

How long do I need to charge the device?

Usually, a 5V 1A charger can charge the battery full in 2-3 hours. The time might be longer if you use a smaller charger. We recommend to charge it during the night time when you sleep, thus there won’t be any inconvenience.