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

What’s in a name?

We have good news and bad news. Let’s start with the bad news. There was an imposter account on Twitter with the handle @jaxxsupport which was confusing people. Please note that our company tweets about all things Jaxx from Jaxx_Support and jaxx_io (notice the placement of the underscores). These are your best Twitter sources for updates and news about the Jaxx cryptocurrency wallet.

This imposter “Jaxx Support” account was using the handle @jaxxsupport

The imposter account stated that it was located in California. But we are based in Toronto, Canada, and we serve our users and clients all around the world. Plus, it definitely wasn’t us.

The very good news is that we have taken ownership of this space and the people who created it have had their account suspended because it violated Twitter rules.

We want to share this with you, and we want to take some time to thank all our loyal Twitter followers who brought this rogue account to our attention and helped report it to Twitter. We are so grateful for your continued support and your vigilance. Our goal is to give you the best Jaxx cryptocurrency wallet experience available. A big thank you from all of us here at the Decentral team.

On the Topic of Segwit2x VS Bitcoin Core and Replay Protection

segwit2x in jaxx

On the Topic of Segwit2x VS Bitcoin Core and Replay Protection

Regardless of the outcome of the coming hard fork in November, your funds will be safe on both chains. Some websites claiming to be official have said that Jaxx will not be compatible with either of the chains. This is incorrect.

November’s Segwit2x hard fork is coming closer and the team here at Jaxx are monitoring developments in the conversations within both the Segwit2x and Bitcoin Core communities closely. There have been major developments in recent days that leave the question of how best to manage replay protection up in the air. Our intent is to implement a solution that ensures our users funds continue to be maximally secure. The specifics of how we accomplish this depend on the outcome of the fork.

Each user should understand: after the hard fork every transaction in both chains will be affected by replay attacks if neither chain implements replay protection. This is a concern for every individual in the entire community regardless of which wallet solution we each use.

There is good news for each of us. Regardless of the outcome of the Bitcoin Core VS Segwit2x fork there are steps Jaxx users may take to minimize the risk they’re exposed to:

After the hard fork – in both chains – the first transaction you do should be to transfer all your holdings from your current wallet to a  brand new wallet under your control.

Do see this link from Diogo Monica for more detail.

Jaxx mission is to continue to provide a secure and chain-agnostic platform that ensures you have complete control of your assets. Jaxx users are in complete control of their private keys through their masterseed; Jaxx never stores your keys server-side and never has access to your funds.

30 Days of Jaxx Day 14 – Security in Jaxx

30 days of jaxx day 14 - security in jaxx

30 Days of Jaxx, Day 14: Security in Jaxx

15th September, 2017 – Decentral – Toronto

On Day 4 of our #30DaysOfJaxx post we introduced you to Dr. Shu Wang, our new Chief Security Officer. Shu has taken the reigns of our security operations. He and his team are working every day to improve Jaxx’s security across all nine platforms we support.

Jaxx uses the 12-word masterseed to empower you with complete control of your wallets. Our work to build a highly secure platform will be ongoing – we will continue to toil daily to ensure Jaxx is both a beautiful & secure interface to your blockchain life.

Security however is not just up to us. You have a role in keeping your coins and tokens secure. Here’s how we recommend you maximize your own crypto-safety:

  • Beware. Understand your exposures and behave appropriately to your risk tolerance.
  • Update. We will continually work to improve Jaxx. You should always use most up-to-date version.
  • Secure your devices. Phones, desktops, browsers: secure the device that you access Jaxx through with passcodes. Remember, if your device has been compromised (such as a malware infection) a malicious user can potentially steal your funds. Use passcodes!  
  • Hot VS Cold. Understand the difference between hot wallets and cold storage. (We will write to you about this in a future #30DaysOfJaxx post).
  • Understand: there is no “absolute” security. Computer software/hardware systems are very complex and new ways of hacking coming out every day. For instance, a new vulnerability was in the news yesterday.

If you’d like to chat with us about security or about Jaxx in general do feel welcome to reach out to us on our general twitter at http://twitter.com/jaxx_io or in our Reddit community http://reddit.com/r/jaxx . For specific support issues find us on http://twitter.com/jaxx_support

Thank you for using Jaxx!


About Jaxx:

Jaxx is a multi-token blockchain wallet that provides a unified experience across 8 platforms and devices, including Windows, Apple and Linux desktops, Apple and Android mobile devices and tablets, as well as a Google Chrome extension. The Jaxx wallet enables crypto-to-crypto exchange with frictionless in-wallet conversion via Shapeshift. Users are always in control of their keys and Jaxx neither holds nor has access to customer funds. Design and user experience driven, and built with simplicity in mind, Jaxx’s mission is to become the interface to the blockchain world. Jaxx was founded by CEO Anthony Di Iorio and is headquartered in Toronto.

What does a hard fork mean for Jaxx Users?

The ongoing debates surrounding consensus, scalability and governance of decentralized system have led many in the Bitcoin community to believe that there’s a possibility of an hard fork on the horizon. I want to take this opportunity to let Jaxx users know that you will never need to take any actions leading up to a hard fork. I’d like to also provide more information to our users and the community on how Jaxx handles events, such as hard forks, and how we make our business decisions regarding similar situations.

Let’s first start off by explaining what a hard fork is. Due to the governance structures of decentralized blockchains, there will always be a level of dissent between important participants of the networks. Under certain circumstances, due to dissent among these participants, a fork of the blockchain occurs resulting in two competing chains that move in different directions. Although these blockchains will share identical information up until the fork occurs, coin holders would end up with funds on both chains along with identical private and public keys.

At Jaxx, we don’t pretend to be oracles or speak on behalf of our users or entire communities. Although we attempt to predict where the space is moving and make business decisions accordingly, we’ve learned over the years that taking a “hard stance” tends to be counterproductive, especially when situations rarely end up playing out as many would expect.

Jaxx is a multi-currency wallet that supports many blockchains and technologies with plans to support many more. Think of us as a multi-platform interface (or browser) for blockchains that allows users the ability to view, control, manage, exchange, send, and receive many of the leading digital currencies available today. Given this multi-chain multi-technology approach that provide users choice and control, we believe competition to be invaluable and we will continue to support emerging blockchain technologies and projects that we believe have merit.

The most important thing to know when dealing with hard forks is that Jaxx users really need to do nothing on their end: You don’t need to move your funds before a fork, nor do you risk losing your funds after. Unlike an exchange that holds the keys to your funds, one critical feature of Jaxx is that users are in full control of their keys. Jaxx doesn’t have access to your funds (keys are created and stored client-side and never sent to our servers), nor are we custodians of your funds (blockchain holds the funds). No matter what decision we make once we’ve evaluated the results of a fork, users will always be able to export their private keys individually or altogether via a Backup Phrase, and import them into another service The difference with holding your funds on an exchange is that you are always at their mercy regarding decisions they make; you do not have control of the keys to your funds, they do.

I’ll reiterate that with Jaxx there is nothing you need to do leading up to a hard fork. Should a fork occur, know that we will monitor the situation and events following the fork. We will also provide guidance to our users and details of any actions we plan to undertake as a result of the fork. One suggestion I will make is to occasionally check our social media channels and our in-app bulletin messages (Menu -> Bulletin) for any alerts or messages that might impact our users.


Anthony Diiorio

CEO & Founder, Jaxx