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Legal info

Holyheld Labs is registered company at 20-22 Wenlock Road, London, N1 7GU. Holyheld Labs is an authorised partner of Trastra Inc. Trastra Visa Card is issued by UAB “Finansinės paslaugos „Contis“ who holds the electronic money institution license No. 53, dated 23-07-2019, issued by the Bank of Lithuania. The Visa Debit Card is an electronic money product and although we are supervised by the Bank of Lithuania, it is not covered by the Deposit Insurance System of the Republic of Lithuania. Trastra Inc. ensures that any funds received by you are held in a segregated account so that in the unlikely event that UAB “Finansinės paslaugos „Contis“ becomes insolvent your funds will be protected against claims made by creditors.

The information posted on this page is not a public offer

Holyheld Labs is registered company at 20-22 Wenlock Road, London, N1 7GU. Holyheld Labs is an authorised partner of Trastra Inc. Trastra Visa Card is issued by UAB “Finansinės paslaugos „Contis“ who holds the electronic money institution license No. 53, dated 23-07-2019, issued by the Bank of Lithuania. The Visa Debit Card is an electronic money product and although we are supervised by the Bank of Lithuania, it is not covered by the Deposit Insurance System of the Republic of Lithuania. Trastra Inc. ensures that any funds received by you are held in a segregated account so that in the unlikely event that UAB “Finansinės paslaugos „Contis“ becomes insolvent your funds will be protected against claims made by creditors.

The information posted on this page is not a public offer

Urgent issues

Find out what you should do if you have a problem.

I sent money to a scammer

Mover is a non-custodial wallet, which means that no one has access to your wallet except you. You need to contact the police. This is not a guarantee that they will help to return your funds, but it is worth a try. Transfers on the blockchain are processed immediately and cannot be canceled. We can try to recover the stolen MOVE tokens, but we do not have access to your wallet. In any case, email us.

I lost my phone

If you used cloud password storage, then your wallet will automatically appear in the application. If you have not used cloud storage, then restore the wallet using the seed phrase that you securely stored when creating the wallet. Mover uses a non-custodial wallet and we cannot restore it for you.

My transfer did not arrive to the recipient

All transactions in the Ethereum blockchain are public. This means that everyone can check the status of each transaction. Click on a transaction in the activity feed, and open Etherscan — a blockchain explorer. If it says that the transaction was successful, then the recipient has successfully received your transfer.

My transaction is pending for too long

Your transaction is pending because of network congestion. If Ethereum is experiencing a high load, the network fee cost increases. If that happens fast, your transaction with a lower network fee can get stuck. There are two ways to fix it:

  • To cancel your transaction. Click on the transaction in the activity feed, and select “Cancel”. Keep in mind, that there is a small network fee for canceling a transaction.
  • To speed up the transaction. Click on the transaction in the activity feed, and select “Speed up”. Keep in mind, that speeding up your transaction will increase your network fee charge as well.

My transaction failed

It can happen. Transactions can fail for multiple reasons: from an invalid call in a smart contract to a bad execution call due to the timeout. Retry the transaction, while increasing the network fee. If you are still experiencing a problem, email us.

I didn't receive money, but the sender says that everything was sent long ago

All transactions on the Ethereum blockchain are public. This means that everyone can check the status of each transaction. If you can’t find a transaction you expect, ask the sender to send you a confirmation link or a transaction hash. Click on a transaction in the activity feed, and open Etherscan — a blockchain explorer. If you are still experiencing a problem, email us.

I want to cancel my transaction

Transactions on the blockchain are irreversible. Once it’s confirmed, you can’t cancel it. However, if your transaction is still unconfirmed and pending, you can try to cancel it. Click on the transaction in the activity feed, and select “Cancel”. Keep in mind, that there is a small network fee for canceling a transaction.