Jaxx Does Not Offer Phone Support

We take great pride in offering one of the best, free, multi-platform, multi-currency digital asset wallets in the industry, and with it comes a world-class support system, but we do not offer and have never offered phone support. The Jaxx User Success team believes our written support channels deliver high-quality, responsive help in a way that is fast and clear. This means that our User Success team works around the clock to rapidly assist users through written support channels like email, web tickets and social media.

As such, anyone posing as a member of the Jaxx User Success team with a phone query is not us, so please be aware that is a tell-tale sign of an impostor. Beyond that, please be on the lookout for anyone calling you, pretending to be a member of the Jaxx User Success team. We do not call our users to offer wallet recovery services.

Jaxx Liberty bitcoin wallet ethereum blockchain
Jaxx offers industry-leading world-class support services for free

It is a fact that we cannot actually offer any wallet recovery services as all the wallet security information is only saved locally, on your device, there is nothing saved on any Jaxx server for us to recover for you. Your Jaxx Wallet master seed is generated randomly through an industry standard protocol (BIP39) and by keeping a copy of it safe, you are guaranteed full ownership management of your digital assets.  Please be safe and guard your wallet information and digital assets. Nobody on the Jaxx User Success team will ever request your 12-word Backup Phrase or your Private Keys, which should be stored safely and not shared with anyone you do not want to grant direct access to your digital assets.

We decided to stick to written support only because one clear advantage is that it’s efficient and transparent for a global user base. The Jaxx team does not offer phone support, but it does offer 24-hour free help through written channels if you request it. If you need help, you can choose one of the following options:

  1. Go to Jaxx.io and click on Support (in the upper-right-hand corner of your screen) then click on Submit A Request (also in the upper-right-hand corner of your screen)
  2. Tag @Jaxx_Support on Twitter
  3. Post in our subreddit https://www.reddit.com/r/jaxx/

We have chosen to offer these written communication methods for a reason, and that is to provide users with the very best support experience possible. The Jaxx team does not offer phone support and we have a system in place that serves users well, based on your feedback and best practices. In addition, we have carefully selected the teams that make up the Jaxx User Success department to ensure a rapid and robust solution-focused approach.

Thank you for your continuing trust and support,

Andrei Daniliuc

Jaxx Support Team Manager

Decentral Inc.

Jaxx bitcoin wallet ethereum blockchain iphone
The Jaxx Liberty App

Information On Jaxx Liberty Beta

Jaxx Liberty is available as a beta product for the next two weeks. The purpose of this beta is to give our users a chance to provide feedback and for us to obtain real-world usage information on a wide variety of devices.

We are looking for as much feedback as possible about bugs, product issues, or unexpected behaviour. We’ve created a Slack community where beta users can communicate with our QA team and developers: Liberty Beta Slack Invitation. This is the best way to reach our team but emails with detailed bug reports or feedback can also be sent to our QA team by email: [email protected].

There are several ways to join the Jaxx Liberty beta programs, depending on which platform is being used. But for all of these methods, we recommend that users approach this release with caution. This is a beta product that is not as polished as the general availability release of Jaxx will be.

Android

The Android beta of Liberty can be downloaded from the Play Store testing page.

iOS (iPhone and iPad)

The iOS beta requires that “TestFlight” be installed, you can then sign up using our form here.  

The App Store requires that we manually enter everyone into the beta program. Our QA team will be adding people in batches as they sign up so it may take up to 24 hours for an invitation to be sent for the iOS beta. If this is too long to wait, the Android, Mac or Windows versions can be used instead, but we encourage all iOS users to please sign up and provide feedback about the beta application.

Mac (desktop)

The Mac desktop beta of Liberty can be downloaded directly from the Jaxx website; the link is here.

Windows (desktop)

The Windows desktop beta of Liberty can be downloaded directly from the Jaxx website at this link.

This Is A Beta

We recommend that users not rely solely on the beta version of Jaxx Liberty. It is very similar to the current Jaxx, but we suggest a cautious approach towards it. Treat it the way you would treat the physical wallet you have in your pocket or purse that you carry around with you every day: don’t use the beta for large sums you’re unwilling to lose. Continue to use the current Jaxx for frequent use until a general update is rolled out. This will happen in July, assuming all of our testing goes smoothly and feedback from users regarding the stability of Jaxx Liberty is positive. You can find out more about our rollout plan here. But the new version of Jaxx Liberty does contain many exciting features that we think the world will want to try out while we complete our testing and prepare for a general rollout of Jaxx Liberty.

Jaxx Liberty Canada Day Launch

This Sunday, July 1st is Canada Day and to celebrate, we’ll be releasing a new version of Jaxx: “Jaxx Liberty.” It’s a completely new version of Jaxx with a new look, new internals, new features (including an integrated portfolio, market data and aggregated headline news), and new backend servers. We’re incredibly excited to bring a fresh approach to the wallet space and to empower users with new features.

We’ve been creating a new version of Jaxx since February of this year. It’s the result of many months of planning (which began in 2017) and hard work by our development team. We’re eager to share this new product with the world on July 1st, but we’re also cognizant of our important role in the wallet ecosystem and appreciative of our global user base of approximately one million people.

Our Release Plan for Jaxx Liberty Beta

Platform Device Types Launch Date for Beta
Android (Play Store) Phones & Tablets July 1st
iOS (App Store) Phones & Tablets July 1st
Windows (jaxx.io) Desktop July 1st
Mac (jaxx.io) Desktop July 1st
Linux (jaxx.io) Desktop July 9th-July 31st
Chrome Extension (Chrome Extension Store) Extension July 9th-July 31st

What Will Be Released On July 1st?

On July 1st we’ll be posting beta builds for Windows (x86 and x64), and Mac on our website. We’ll also be starting a public beta program for iOS users (through TestFlight) and another public beta program for Android users (through the Play Store). The links will be released on Canada Day. This will give everyone in the world a chance to try out the new Jaxx while ensuring that everyone’s private keys, Backup Phrases, and Jaxx data is safe (because the beta applications do not affect existing installed Jaxx).

What Won’t Be Released On July 1st?

We’ll be releasing the Linux version soon after July 1st. This is our smallest user base so we have prioritized testing on higher-use platforms. But we are committed to making Jaxx available on as many platforms as we can in order to give people the greatest choice of wallets. Linux is important to us, not least because it’s the platform we use for all of the backend servers that power Jaxx.   

We will roll out the new Chrome Extension version of Jaxx Liberty once it has been thoroughly tested. There will be no Chrome Extension available on July 1st. In the meantime we ask that users continue using the Jaxx Chrome Extension.

When Will Jaxx Liberty Be Generally Available?

We will begin a staged rollout of Jaxx Liberty in mid-July barring any unforeseen issues with the beta program.

Beta Program

Jaxx Liberty will be released on July 1st as a beta product. Our users expect a high standard from Jaxx and a beta program will help us to ensure that we release the best possible product to everyone. One of the reasons why we’ve become such a popular choice for users is that Jaxx is easy to use and has a long-term commitment to our community. We’ve been in business for many years and our company’s founder and CEO Anthony Di Iorio is one of the co-founders of Ethereum, so we don’t view releasing products as a milestone to be rushed but, instead, as a target to be reached.

A Proactive Approach To Security

The Jaxx Liberty beta program is designed with security in mind. But we can’t do it without you. We urge you to take steps to protect your digital assets. We have always recommended, and continue to recommend, that users write down their “Backup Phrase” (sometimes called a “mnemonic” or “root seed”). This is the only guarantee that digital assets are safe. It’s something we strongly recommend for anyone taking part in the beta, or using the original Jaxx.

We’re In This Together

Jaxx is available on many different kinds of devices (phones, desktops, etc.) and platforms (Android, iOS, Linux, Windows, Mac, etc.) and thousands of different combinations of hardware and software. We try our best to test internally but ultimately the only way to know whether it works on a given combination of hardware and software is to run it and it’s impossible for us to have thousands of phones available for testing. We rely on users and reports of bugs to fix issues that people experience. If you spot an issue on your device please file a ticket with us so that our engineers can give it the attention it deserves.

Jaxx is a product of Decentral Inc. but also the entire community of people who’ve provided valuable feedback about bugs, potential features to include, and new digital assets that we should integrate. With the help of our community it will keep getting better.

Can Users Keep Using Their Current Version Of Jaxx?

Yes. Users will be able to run the current version of Jaxx and the new version of Jaxx at the same time. We have set it up so that the beta applications use different locations to store the files (which contain encrypted backup phrases and other data necessary for Jaxx) so that there won’t be a conflict between the two versions of Jaxx.

Should Users Use Only The Beta?

We recommend that users not rely solely on the beta version of Jaxx Liberty. It is very similar to the current Jaxx, but we suggest a cautious approach towards it. Treat it the way you would treat the physical wallet you have in your pocket or purse that you carry around with you every day: don’t use the beta for large sums you’re unwilling to lose. Continue to use the current Jaxx for frequent use until a general update is rolled out. This will happen in July, assuming all of our testing goes smoothly and feedback from users regarding the stability of Jaxx Liberty is positive. We won’t rush the rollout process and we don’t recommend that our users do that either. But the new version of Jaxx Liberty does contain many exciting features that we think the world will want to try out while we complete our testing and prepare for a general rollout of Jaxx Liberty.

New Token in Jaxx: Metronome’s MET Token

Metronome Token now available in Jaxx
Metronome Token now available in Jaxx

Metronome (MET) is now available in Jaxx. All Jaxx users can now hold and receive MET tokens, and send or transfer them following the end of Metronome’s Initial Supply Auction.

The Metronome team has published an owner’s manual for their token at: http://ow.ly/bDQj30kzn1m

You can follow Metronome developments using the following channels:

Reddit: www.reddit.com/r/MetronomeToken

The MET token is available across all Jaxx platforms and joins many illustrious blockchain projects on the Jaxx wallet list.

Tip: close & reopen Jaxx to see OMX in the wallet selection screen
Tip: close & reopen Jaxx to see MET in the wallet selection screen

New Tokens in Jaxx: Blockparty’s BOXX & Shivom’s OMX

BOXX
Boxx Token Now Integrated in Jaxx
Boxx Token Now Integrated in Jaxx

The Blockparty token, BOXX, is now available in Jaxx. All Jaxx users can now send, receive, transfer, and hold their BOXX tokens.

The Blockparty team has published a write-up of their token: bit.ly/blockpartywhitepaper

You can follow BOXX developments using the following channels:

Twitter: @goblockparty
Reddit: @goblockparty
LinkedIn: www.linkedin.com/company/blockpartyhq
Facebook: www.facebook.com/goblockparty
Instagram: @goblockparty
Medium: @goblockparty

Blockparty is based out of Jersey City, New Jersey.

The BOXX token is available across all Jaxx platforms and joins many great blockchain projects on the Jaxx wallet list.

OMX
OMX token now integrated in Jaxx
OMX token now integrated in Jaxx

The Shivom token, OMX, is now available in Jaxx. All Jaxx users can now send, receive, transfer, and hold their OMX tokens.

The Shivom team has published a white paper for their token: https://shivom.io/files/Shivom-Executive-Summary.pdf

You can follow OMX developments using the following channels:

Twitter: @projectshivom
LinkedIn: www.linkedin.com/company/project-shivom
YouTube: www.youtube.com/channel/UC4vswPogwvVNgV_hmFkEHyQ
Facebook: www.facebook.com/ProjectShivom
Instagram: @projectshivom
Telegram: t.me/projshivom
Medium: @projectshivom

The OMX token is available across all Jaxx platforms and joins many great blockchain projects on the Jaxx wallet list.

Our team is working on the Bitcoin Cash upgrade in the Jaxx wallet following the May 15th network upgrade

Bitcoin Cash (BCH) is a fork of Bitcoin that supports larger blocks and different opcodes. It is incompatible with the main Bitcoin blockchain and has been diverging from the Bitcoin codebase. On May 15th there was a network upgrade that created a situation where BCH is not compatible with some software that was previously compatible. More specifically, the new version of the bitcoin-abc node software that we use for the infrastructure that powers Jaxx became incompatible and our system is now unable to display new transactions from the Bitcoin Cash network.

The network upgrade for BCH occurred at block #530361. The day after the upgrade we held our “United by Decentral” event for our partners and friends in New York as the official after-party to Consensus Blockchain Summit. At the event,  we announced that on July 1st we will be releasing a new version of Jaxx that we have been developing since the Fall. We’re calling the new version “Jaxx Liberty” and we look forward to getting into the hands of our users as quickly as possible. Although our engineers originally thought that the May 15th change would be a minor upgrade, it has turned to be a bigger challenge than expected. We are working diligently to fix it.  

Bitcoin Cash BCH cryptocurrency digital wallet Jaxx orange decentralization
We are dedicated to resolving the BCH situation in the Jaxx wallet as soon as possible.

The challenge we face is due to the way that Jaxx interacts with blockchains, as opposed to how a user interacts with their own node, with their own wallet on that node. The Jaxx backend infrastructure uses a combination of official daemons and various blockchain indexers, including a proprietary system used for most coins and the Bitpay Insight API service for Bitcoin Cash. We need these indexers to take the data from the official blockchain client and push it into a large database that can be easily accessed by other programs that ultimately serve the data to Jaxx users.

The new version of BCH is not compatible with the Bitpay Insight system that we use for BCH, and new versions have other compatibility issues, so this has required us to investigate a few different approaches: upgrading to the newer beta of Insight, moving to ElectrumX (or another open-source server), moving to a new proprietary system for Bitcoin Cash and adapting our existing proprietary system to BCH. At the moment we don’t have an expected time for delivering this upgrade but we hope it will be within the next week and that we’re able to migrate to a newer version of Insight.

We are working hard to fix this situation so that we can deliver on the promise of Jaxx: a unified blockchain interface for digital assets. We’ve diverted about 20 percent of our development team to work on the BCH issue. In the meantime, your private keys remain safe in Jaxx and once our backend infrastructure is made compatible again with the Bitcoin Cash network you will be able to send and receive BCH again. If you need to transact with BCH immediately you can always export your private keys or mnemonic (found in the MENU > Tools > Backup Wallet > View Backup Phrase) and then import them into another wallet program such as bitcoin-abc. A long-standing tenet of Jaxx has been that your private keys belong to you and we will never lock our users into our platform.

Like many companies in our space, we’re dealing with unexpected challenges, an evolving technical landscape and ever greater demands on our infrastructure. We continue to hire more people to help out with Jaxx development and if you think you’re one of those people we would appreciate you reaching out to [email protected]. We know that we need more people to help deal with the many chains (including Bitcoin Cash) and many tokens in Jaxx, and our ambitious plans for Jaxx Liberty.

Please accept my apologies on behalf of the Jaxx team at Decentral Inc. We’re working hard to bring BCH back online as well as to meet our timeline to bring you Jaxx Liberty on July 1st.

Sincerely,

Addison Cameron-Huff

President, Decentral

New in Jaxx: Helbiz HBZ Token

The Helbiz token, HBZ, is now available in Jaxx. All Jaxx users can now send, receive, transfer, and hold their Helbiz tokens.

The Helbiz team has published a write-up of their token here: https://www.helbizcoin.io/
You can follow Helbiz developments using the following channels:
Helbiz is an open transportation platform. It is a P2P car-sharing platform with a utility token that powers the entire system.

The Helbiz token, HBZ, is available across all Jaxx platforms and joins a growing list of blockchain projects on the Jaxx wallet list.

Helbiz HBZ token
Tip: close & reopen Jaxx to see HBZ in the wallet selection screen

New token in Jaxx: Ripio Credit Network’s RCN

RCN Ripio blockchain smart contract

The Ripio Credit Network token, RCN, is now available in Jaxx. All Jaxx users can send, receive, transfer, and hold their RCN tokens. The Ripio Credit Network team has published a write-up of their token at https://ripiocredit.network/wp/RCN%20Whitepaper%20ENG.pdf

You can follow RCN developments using the following channels:

Facebook: https://www.facebook.com/ripiocredit.network/
Twitter: @RCN_token
Linkedin: https://www.linkedin.com/company/ripio-credit-network/
Telegram group: https://www.reddit.com/r/RipioCreditNetwork/
Subreddit: https://www.reddit.com/r/rcn_token/

RCN is a peer-to-peer global credit network protocol based on co-signed smart contracts and blockchain technology.
The RCN token is available across all Jaxx platforms and joins a growing number of blockchain projects on the Jaxx wallet list.

RCN Ripio Credit Union
Tip: close & reopen Jaxx to see RCN in the wallet selection screen

Tip: close & reopen Jaxx to see RCN in the wallet selection screen

Welcome RSK to the Jaxx ecosystem

RSK SBTC RootStock Jaxx

The RSK token, brought to you by the RootStock Project, is now available in Jaxx. RSK is the first open-source smart contract platform with a 2-way peg to Bitcoin that also rewards Bitcoin miners via merge-mining. All Jaxx users can now send, receive, transfer, and hold their SBTC.

The RSK team has published a write-up of their project here.

You can follow RSK developments using the following channels:
Facebook: @RSKsmart
Twitter: @RSKsmart
RSK is based in Buenos Aires.
Click here for the Jaxx Knowledge Base, to find out how you can access SBTC. There will be more information to come on the latest developments using SBTC.
Tip: close & reopen Jaxx to see SBTC in the wallet selection screen

1.2 Million Jaxx Downloads and Counting

more than one million Jaxx cryptocurrency wallet downloads

We have big news to share with you about Jaxx cryptocurrency wallet downloads. Since January 1st, 2017, Jaxx has been downloaded more than 1.2 million times from the Google Play Store, iTunes App Store, and the Chrome Web Store. In this article we’ll show you the data behind this headline and our analysis of the download trends that we’ve seen.

spike in Google search bitcoin 2017 2018
There has been a dramatic surge in Google searches for “bitcoin” around December of 2017.

The download pattern for Jaxx roughly follows global interest in cryptocurrencies. Above is the Google Trends chart for “Bitcoin” since January 1st, 2017.

The highest level of Google search interest was seen in the run-up to late December. We can observe a similar pattern, with a tailing off to approximately October levels of interest. The graph below shows iTunes-reported downloads of Jaxx since January 1st, 2017. The total number of downloads on iOS is about 548,000.

Apple store iOs Jaxx downloads 2017 2018
iTunes reported downloads of Jaxx since start of 2017

Although different app stores have different methodologies, the pattern on Android is quite similar. Jaxx users surged in the summer of 2017 (proportionally higher than the Google search data would suggest) and then spiked again in December and early January. Jaxx has been downloaded 528,000 times on Android devices between January, 2017 and March, 2018.

Jaxx cryptocurrency wallet downloads on Android devices
Jaxx has been downloaded 528,000+ times on Android devices since January, 2017

The Chrome Extension Store notes more than 130,000 users of Jaxx, which takes the total of these platforms to well over 1.2 million downloads. In addition to these numbers, there are also many thousands of users on the desktop versions of Jaxx (Windows, Linux, and Mac).

Downloads of Jaxx are driven by a variety of factors. Although our download pattern is roughly consistent with overall global interest, there are spikes that can be seen in the data that correlate with new token integrations and improvements to Jaxx features. Jaxx continues to be the only mainstream wallet for some tokens, and the most comprehensive multi-platform wallet. You can experience Jaxx for yourself by clicking here.

News drives interest

Specific news stories about our Founder and CEO Anthony Diiorio, are often the cause of spikes in downloads. One article that continues to drive interest in Jaxx and Decentral is this Forbes profile on Diiorio in their inaugural Richest People In Cryptocurrency edition.

Although global search engine traffic for “bitcoin” has waned since the peak in December, interest remains strong. A review of the graphs above shows that cryptocurrency interest is at about October/November levels, and far above the historic level of interest.

We expect strong global interest to continue in 2018 and a big increase in Jaxx users and downloads, especially with the release of our new major upgrade later this year: “Jaxx Liberty.”