Gate Web3 Wallet FAQ

1.What if I forget my wallet password or mnemonic phrases? Gate will not store your wallet password, so it cannot help you retrieve it. You can reset the wallet password by re-importing the wallet mnemonic phrase or private key. Please note that if you reset the wallet without backing it up, you will lose the wallet and all its assets. So please make sure that the wallet has been backed up before resetting.

The wallet mnemonic phrase or private key is a key step in opening a wallet. Please make sure to properly backup and keep it. Once lost, forgotten, or not backed up, your assets will not be able to be retrieved. Anyone with your wallet mnemonic phrase or private key can transfer your wallet assets.

2.Do I need to pay network fees for failed transactions? When a transaction fails, network fees need to be paid. When you are sending/transferring tokens or conducting on-chain operations, regardless of whether the transaction is successful or unsuccessful, as the transaction requires network resources to be consumed, you need to pay network fees to the miner/validator for processing.

Network fees are not charged by Gate, therefore Gate cannot refund or control the level of network fees.

3.If I type the wrong address, can I still retrieve my money? The Gate Web3 Wallet is a non-custodial wallet that allows users to have complete control over their assets with high privacy protection. If a user transfers to the wrong address during the transfer process, they will not be able to recover their assets. Moreover, due to the asset characteristics of blockchain, it is impossible to cancel transactions or recover funds after a successful transfer. Please make sure to confirm the recipient’s wallet address when making the transfer.

If there is a situation where assets are transferred to the wrong wallet address, please try the following recovery methods:

1.If it is transferred to the wrong platform wallet address, please contact the relevant platform to discuss returning the transfer;

2.If the transfer is to the wrong coin contract address, please contact the project team to discuss returning the transfer;

3.If it is transferred to the wrong private address, it is difficult to retrieve the funds due to the anonymity of the blockchain.

4.Where can I suggest new features or improvements? We welcome your suggestions for new features or experience feedback for Gate Web3 Wallet, you can contact us through the following methods:

• App: Click on the icon in the upper right corner and then enter the customer service connection page.
• Web: Click on the logo icon at the bottom right of the page and then click on the online customer service.

5.How to Import an Existing Wallet?

• Web： Go to the Gate Web3 page, select the "Wallet Center" section, on the left wallet interface, click the ▼ dropdown button, and select "Add an observer wallet" to import your existing wallet for observation or trading.
• Chrome Extension： Click on "Manage Wallet" in the upper right corner of the Gate extension wallet, enter the wallet page, and click on "➕" button in the upper right corner to import the wallet. The import method can be chosen freely based on the private key or mnemonic phrases.
• App： Go to the Gate App Web3 homepage and click on the wallet name to enter the wallet page. Click on the top right corner to add “➕” button can be imported into the wallet. The import method allows for free selection of mnemonic phrases or private keys.

6.How to View/Backup Wallet Mnemonic Phrases or Private Keys? Click on the wallet name on the wallet homepage to enter the “Wallet Management” page. On the right side of each wallet, you can click "Export Wallet". After entering the wallet fund password, you can view/backup the wallet mnemonic phrases and private key.

Note: The control of funds in the wallet depends on the ownership and control of the corresponding private key or mnemonic phrases. If the mnemonic phrases or private key is lost, it means that the asset is permanently lost. Therefore, it is recommended to manually backup the mnemonic phrases or private key, and not take screenshots or screen recordings to prevent malicious theft.

7.Can I Delete the Created Wallet Account? Based on the characteristics of blockchain, created accounts cannot be deleted on the chain. But it can be removed from the wallet.

Click on the wallet name to enter the "Manage Wallets" page. On the right side of each wallet, you can click to select "Delete Wallet". After entering the fund password, you can remove this wallet from the device. Afterward, it can be re-imported by using mnemonic phrases or private keys.

8.How to Search for Adding Tokens? Click on the search bar on the right side of the wallet homepage to search for tokens; After clicking on the add option, enter the token and the resulting token can be added by clicking on the "➕" button on the right side. After completing the addition, you can view them on the wallet homepage. You can also click on the add symbol in the upper right corner of the "Currency Management" page to customize currency addition. Select the corresponding network, enter the contract address, and click confirm to complete the addition.

9.What Should I do if the Token I Hold Shows as Uncertified? If you find that the token assets you hold are displayed as uncertified in the Gate Web3 Wallet, there is no need to worry. Un-certification does not impact the sending and receiving of the token, but only impacts the display and participation in activities, which are not included in the calculation of the fulfillment limit. If you confirm that the token is a legitimate project token, you can provide feedback through “Token Certification”.

10. Why Can't I Import My Web3 Wallet? If you are unable to import your wallet, it may be due to an incorrect private key or mnemonic phrase, or the format may not meet the requirements、

• Double-check that your private key or mnemonic phrase is entered correctly、
• Ensure you are using a standard import format (e、g、, BIP39 mnemonic phrase)、

11. Why Are My Wallet Assets Not Displayed? If your wallet assets are not displayed, it may be because you have not added the token contract address or there is a network synchronization issue、

• Manually add the corresponding token contract address to your wallet、
• Ensure your network connection is stable and wait for the wallet to sync to the latest block、

12. Why Can't I Switch Networks? If you cannot switch networks, it is usually because the wallet has not been configured with a custom network or the network information entered is incorrect、

• Manually add a custom network (e、g、, BSC, Polygon) and ensure the correct RPC URL, Chain ID, and other details are entered、
• You can also use a network switching tool (e、g、, Chainlist) to quickly add a network、

13. Why Can't My Wallet Display DeFi Synthetic Assets? If your wallet cannot display DeFi synthetic assets, it may be because the wallet is not connected to the synthetic asset platform or the asset information has not been updated、

• Ensure your wallet is properly connected to the synthetic asset platform、
• Check the asset display settings on the synthetic asset platform and confirm if the asset status has been updated、

14. Why Can't My Wallet Display Transaction History? If your transaction history is not displayed, it may be due to a network synchronization issue or a blockchain explorer malfunction、

• Check your network connection and ensure your wallet is synced to the latest block、
• You can manually check the transaction history using blockchain explorer (e、g、, Etherscan)、

15. Why Can't I Connect to a DApp? If you cannot connect to a DApp, it may be due to incorrect network settings, the wallet not being connected to the correct network, or the DApp not supporting the current network、

• Ensure your wallet is connected to the network supported by the DApp (e、g、, Ethereum Mainnet, Testnet)、
• Check your wallet's network settings and switch to the correct network、
• Try refreshing the DApp page or reconnecting your wallet、

16. Why Can't the DApp Access My Wallet? If the DApp cannot access your wallet, it may be because the wallet has not authorized the DApp to access it、

• Confirm in your wallet whether you have authorized the DApp to access it、
• Check if the DApp requires specific permissions (e、g、, access to your address, signing transactions)、

17. Why Can't the DApp Read My Wallet Balance? If the DApp cannot read your wallet balance, it may be because the wallet has not authorized access or the wallet and DApp are on different networks、

• Ensure your wallet is connected to the DApp and has authorized access、
• Check if the DApp and wallet are on the same network、

18. Why Can't I Sign a Transaction or Receive a Signature Request? If you cannot sign a transaction or receive a signature request, it may be because your wallet is locked or the signature request was rejected、

• Ensure your wallet is unlocked and in an available state、
• Check the content of the signature request and confirm it is correct before signing、

19. Why Is My Transaction Stuck? If your transaction is stuck, it may be due to insufficient gas fees, network congestion, or incorrect transaction parameters、

• Try using the "Speed Up Transaction" feature in your wallet (if supported)、

20. Why Was My Transaction Rejected? A transaction may be rejected due to insufficient wallet balance, incorrect transaction parameters, or smart contract restrictions、

• Ensure your wallet has sufficient assets (including gas fees)、
• Check if the transaction parameters (e、g、, address, amount) are correct、
• If the transaction involves a smart contract, confirm if there are any restrictions、

21. Why Hasn't My Transfer or Exchange Withdrawal Arrived? If your Web3 transfer or exchange withdrawal has not arrived, it may be due to selecting the wrong network or entering an incorrect receiving address、

• Confirm that the network selected for the transfer matches the network of the receiving address、
• If you accidentally send ERC-20 tokens to a BSC network, the assets may be irretrievable、 Always ensure the networks match before transferring、
• Double-check that the receiving address is entered correctly to avoid asset loss、