Payment / Order / Shipment

How do I know if my wallet has been tampered with?

The SecuX retail box and device are sealed with SecuX tamper-resistant labels. Before opening the box or using the device, please carefully check to see if the label is legible and make sure that it is not broken or torn.
If you found any of the above conditions on the retail box, please return it to the seller immediately. If you ordered the device directly from the SecuX web shop, please contact support and we will contact you as quickly as possible. In addition, please take photos of the retail box and prepare relevant documents, to help us track the source of the problem.

What should I do if my parcel, package or wallet has been tampered with?

The SecuX retail box and device are sealed with SecuX tamper-resistant labels. Before opening the box or using the device, please carefully check to see if the label is legible and make sure that it is not broken or torn.
If you found any of the above conditions on the retail box, please return it to the seller immediately. If you ordered the device directly from the SecuX online store, please contact support and we will contact you as quickly as possible. In addition, please take photos of the retail box and prepare relevant documents, to help us track the source of the problem.

What should I do if my wallet is faulty or malfunctioned?

If you are experiencing issues while using SecuX wallets, you can refer to our FAQs and our “How It Works” section, which provides step-by-step guidance on device setup, functions, how to connect, and how to manage crypto assets in SecuXess, “SecuX Mobile” app and “SecuX Wallet” app. If the FAQs and the “How it works” section are not enough to solve your issues, you can also contact the SecuX customer support team through our online contact form and we will help you out as soon as possible. 

The online contact form: https://contact.secuxtech.com/

What should I find in a SecuX wallet packaging box?

Each retail box contains one (1) SecuX wallet, one (1) USB cable, one (1) carrying pouch, one (1) Getting Started guide, and two (2) Recovery Sheets. If any of the aforementioned items are missing, please contact support, including relevant documents, photos, or screenshots and we will contact you as quickly as possible.

The online contact form: https://contact.secuxtech.com/