Delete Crypto Wallet

• Third-party app connection issues

• Identity verification issues

How to delete Crypto Wallet

We’ve been receiving ever-increasing requests lately with this question. Most likely, you have it in mind since you face issues while:

1. Connecting the wallet to a third-party app (for example, to a Hamster Kombat bot);

2. Going through identity verification.

We’ve prepared an article that will help you find answers to the questions.

Third-party app connection issues

I’ve connected my TON Wallet to an app, but there’s no wallet address in the app

Check if you see the app listed in the ‘Connected Apps’ section in TON Wallet settings. Below you can see an example of a connected Hamster Kombat app.

If you see the app name, try to unbind it from TON Wallet and reconnect again. Tap on the corresponding name in ‘Connected Apps’, and then tap on ‘Disconnect’ to confirm the action. After that, return to the app and reconnect your TON Wallet to it.

If you do not see the app listed at all, return to the app and reconnect your TON Wallet to it again.

I connected an app to my TON Wallet, but now I don’t see it among the connected apps in TON Wallet

If you do not see the desired app in ‘Connected Apps’, then you need to check the device from which you connected the app to your TON Wallet.

Connected apps are only visible on the device that made the connection.

For example, if you connect the app on your smartphone, it will be visible exclusively on your smartphone, and not on your PC or in a browser.

If you are using the same device, but still do not see the connection in ‘Connected Apps’, then you need to reconnect your TON Wallet to the corresponding app.

You can read more on how to connect to third-party apps in this article.

I bound a wallet to an app and saw that its address differs from my main TON Wallet address. Why is that

This can happen in the following cases:

1. You logged in to TON Wallet from another device and created a new address in the app. Read how to change a wallet address here.
2. You use different Telegram accounts, with different TON Wallet addresses.
3. You are seeing your blockchain address for your Crypto Wallet account, not your TON Wallet. The address that gets bound to apps is visible in the TON Wallet tab on Crypto Wallet's main page.

Read about the differences between Crypto Wallet and TON Wallet here.

I accidentally created a TON Wallet account when choosing a wallet in an app. I don’t need it anymore; how can I delete it

When you activated your TON Wallet you created a non-custodial wallet address on the TON blockchain. This address can not be deleted because any blockchain address exists as part of the blockchain ledger. 

With TON Wallet you can take part in various promotions within the TON ecosystem or participate in Fragment auction and obtain anonymous phone numbers, nicknames and Telegram ads.

If you do not need the TON Wallet address indeed, you can remove it by following the instructions.

You can see instructions on how to use TON Wallet here.

Identity verification issues

According to the User Agreement, you can have only one verified Crypto Wallet account. It’s prohibited to use multiple accounts. If you didn’t pass verification (KYC) on a current account, the creation of a new account won’t help you. We trace all the KYC attempts, including the unsuccessful ones, and take into account the results of your previous attempts when you try again.

Thus, if you face a KYC issue, you will be able to resolve it only from your current account.

Read below on what to do if you fail to pass KYC verification.

How to pass verification

Simply access Crypto Wallet settings via the three-dots button located in the upper-right corner, then select "Identification Level".

Before commencing the verification process, explore the available verification levels to choose the one best suited to your requirements. To initiate the upgrade, tap on 'Unlock higher limits' → 'Get this level' → 'Continue'.

You have the flexibility to verify your identity using a passport, driver's license, resident's permit, or ID card.

Should you encounter a prompt for identity verification during depositing or withdrawing, simply click the designated button in the chat with Crypto Wallet. This will seamlessly direct you to the verification page, where you can upload the necessary documents.

I want to delete Crypto Wallet, as my document is not accepted for verification, what am I doing wrong

The uploaded document may not meet the vendor's verification requirements. Please read the article and try these recommendations:

1. Use high-quality photos with good lighting (no flashes);
2. Ensure all corners of the document are visible, and no foreign objects are present;
3. If the document has multiple pages, capture the entire page spread.

If you encounter issues after following all the provided recommendations, contact our support team for assistance.

I want to delete Crypto Wallet, as the verification wasn’t successful. I want to pass it once again

Deleting a Crypto Wallet account will not help you reset verification, since we store user data for 5 years in accordance with our User Agreement and Privacy Policy.

You can check the reasons for possible access restriction in this article.

Read more about KYC verification here.

May I pass verification again or on behalf of another person

No, it is not possible. Verification can only be done once with your own documents.

Why can I have unsuccessful verification

There are a number of reasons, as to why KYC can be unsuccessful:

• Non-compliance of provided documents with the set requirements;
• Provision of incorrect, inaccurate or fake information;
• Inability to confirm identity or residential address;
• Mentions in international sanction lists, or other restrictive lists, and others.

Read more on the possible reasons for access restriction in this article.