<h3>What is bandwidth and energy?</h3>
1. The bandwidth represents the number of bytes of the transaction size. For example, if the transfer transaction size is 250 bytes, it will consume 250 bandwidth. 2. Energy represents the time spent on smart contract execution. For example, if smart contract execution consumes 100 μs, it consumes 100 energy.
<h3>How to get bandwidth and energy?</h3>
1. Freeze TRX to get bandwidth or energy, and resource prices fluctuate with the amount of resources and frozen resources provided by the entire network. 2. Obtain energy or bandwidth after freezing TRX and get TRON Power for voting. 3. The resource needs to be thawed for 3 days (starting at the time of freezing), thaw will return TRX, and the corresponding resources and TRON Power will be removed.
<h3>Note:</h3>
1. All transactions need to consume bandwidth, such as transfer and smart contract calls 2. Some transactions need to consume energy, such as smart contract calls (TRC-20 transfer and DApp use) 3. The activation account has a free 5000 bandwidth resource every 24 hours and can be used for more than 10 free transfers per day for TRX and TRX-10 tokens. 4. The bandwidth and energy resources consumed will gradually recover within 24 hours.

How To freeze and unfreeze？

EOS utilises an account system with a resource staking mode, any actions executed on the EOS blockchain consumes resources, including the creation of EOS accounts. To complete the EOS account creation process, another EOS wallet with sufficient EOS is required to pay for the required resources.
Enter “Manage Wallets” page, tap “EOS-Wallet” followed by “Register for an EOS account” to go to the registration page.
<img src="https://support.token.im/hc/article_attachments/360040159193/create_EOS_wallet.png" alt="create_EOS_wallet.png">
The owner key and active key will be displayed at the registration page, please input the desired EOS account name (12 characters consisting of only a-z and 1-5).
<img src="https://support.token.im/hc/article_attachments/360013191654/_____EOS____-_2__EN.png" alt="_____EOS____-_2__EN.png">
Next, you can choose one out of the following different registration ways:
<h3>Pay with ETH, Self-registration</h3>
If you wish to proceed with this method for account creation, simply click on the blue button and you will be brought to the confirmation page with the required ETH amount. Click “Next” and input the wallet password to complete the account creation.
<img src="https://support.token.im/hc/article_attachments/360013226533/_____EOS____-_3__EN.png" alt="_____EOS____-_3__EN.png">
<h3>Holder of TFT (imToken Fans Token), Free Account Creation</h3>
If the ETH wallet has equal or more than 3 TFT (imToken Fans Token), the user will be eligible for one free EOS account creation. Click on the “Register for an EOS account”, at the payment page, the amount required to pay 0 ETH, simply click next with wallet password to complete the free account registration process.
 <img src="https://support.token.im/hc/article_attachments/360013227193/_____EOS____-_4__EN.png" alt="_____EOS____-_4__EN.png">
<h3>Share the QR Code with A Friend to Assist with Account Creation</h3>
If users choose this method for EOS account creation, click on the “Share” to share the QR code with a friend to assist with the account creation.
<h3>Contact the imToken Support Team for Assistance with Account Creation</h3>
If users choose to register for an EOS account with this method, please screenshot the QR Code and share the screenshot with the imToken support team via the in-app feedback channel. We will assist with the account creation process.
<h4>Special reminder:</h4>
Working hours is from Monday to Friday between 02:00 to 12:00 (UTC), if the request is submitted on non-working hours, please expect slight delays in processing the request. Please ensure that the account name and other details are correct before taking the screenshot, and ensure that the screenshot is clear and complete.

How to Create an EOS Wallet

EOS mainnet has been launched in 2018, EOS in the ETH wallet can no longer be transferred, and it must be mapped to an EOS main network account.
<h3>Please select the corresponding method according to your situation:</h3>
<ol>
<li style="font-weight: 400;">Did mapping before June 1, 2018</li>
</ol>
           Steps: According to the <a href="https://support.token.im/hc/en-us/articles/360005061993" target="_self">tutorial</a>: get the EOS mainnet account, then you can transfer the EOS.
<ol>
<li style="font-weight: 400;">Did mapping before June 1, 2018, but the private key was lost or misremember</li>
</ol>
           Steps: According to the <a href="https://eosauthority.com/lostkey?network=eos">tutorial</a>: reset the EOS mainnet account private key, then import the new private key to recover your EOS wallet. Afterwards, you can transfer the EOS.
<ol>
<li style="font-weight: 400;">Didn’t do mapping before June 1, 2018</li>
</ol>
           Steps: According to the <a href="https://eosauthority.com/unregistered?network=eos">tutorial</a>: map it, then import the private key to recover your EOS wallet. Afterwards, you can transfer the EOS.

How do I transfer EOS tokens from my ETH address?

imToken 2.0 supports transactions under two optional addresses - SegWit address and the General BTC address.
When importing a Bitcoin wallet, you can choose the type of address to be imported. After importing the wallet, you can also switch the address type according to your preferences.
<h3>Operation steps:</h3>
1.Tap the "..." button on the top right corner of the BTC wallet to enter the "Manage" page 
<img src="https://support.token.im/hc/article_attachments/900000147946/EN-1-1.png" alt="EN-1-1.png">
2.Click the "Toggle Address Type"
3.Select "General", enter the wallet password, you can switch to the general address begins with 1. If you select "Segwit", after entering the wallet password, you can switch to the Segwit address that begins with 3.
<img src="https://support.token.im/hc/article_attachments/900000148263/EN-2-2.png" alt="EN-2-2.png">
<h3>Attention</h3>
<ol>
<li style="font-weight: 400;">
Segwit address transactions require less miner fees than General address transactions
</li>
<li style="font-weight: 400;">The assets of the General address and the Segwit address are not interoperable. But if you want to transfer the asset to another address, you just simply make a transaction to do it
</li>
</ol>

How to switch the Bitcoin address type?

Tap “Resources” enter Resources page.<img src="https://support.token.im/hc/article_attachments/360039321914/resources1.png" alt="resources1.png">
You can see the EOS assets in your wallet, and the dashboard of EOS resources, including RAM, NET, and CPU.
<h3>How to Purchase RAM?</h3>
Tap “Buy” botton,  input EOS amount you will be able to see the corresponding amount of RAM. 
Tap “Sell” botton, Once you input the amount of RAM to sell,  the real-time amount EOS that can be exchanged will display <img src="https://support.token.im/hc/article_attachments/360039321994/resources2.png" alt="resources2.png">
you also can select "Recipient Account" and enter your desired target address to purchase resources for.
<h3>How to Purchase CPU and NET?</h3>
Tap “Stake” botton, input the desired amount of EOS, you will be able to see the corresponding amount of CPU and NET.  Of course you can choose to use the slider to alter the ratio of CPU and NET to purchase with the same amount of EOS.
Tap “Reclaim” botton,  input the desired amount of EOS, you will be able to see the corresponding amount of CPU and NET.（Reclaimable resources = Total resources - Consumed resources - Consumption from reclaiming process - Resources staked by others.） 
You also can select "Recipient Account" and enter the desired target address to purchase resources for.
<img src="https://support.token.im/hc/article_attachments/360040163513/resources3.png" alt="resources3.png">
Note: In case of insufficient CPU, you can use the "Rent EOS CPU" function to purchase temporary CPU.

How to Purchase EOS Resources?

EOS uses DPoS consensus algorithm, where 21 community voted Block Producers provide the essential computational power, bandwidth and storage for EOS main platform. When EOS main platform goes live, users will be able to cast votes to their desired Block Producer candidates. One EOS can be staked to be one vote, one vote can be used to vote for up to 30 candidates, counting as one vote for each candidate. Users can subsequently change their intended votes to different candidates, reclaiming the staked EOS, which will be unlocked after 72 hours. So, how do users execute voting in imToken?
Tap “Vote” enter StakeVote page.<img src="https://support.token.im/hc/article_attachments/360039322494/stakevote1.png" alt="stakevote1.png">
Return to the voting interface, simply click on the circle at the right-hand side of desired Block Producer candidate to vote. To find out more about individual Block Producer candidate, click on the name on the candidate.
Click vote to enter the confirmation page, enter the desired amount of EOS to stake. If you wish to use the default staked EOS to vote, you may proceed to vote directly, if you wish to increase the staking amount, please select “Add stake” and enter the desired amount. Click on “Vote” at the bottom, enter your password to proceed.
<img src="https://support.token.im/hc/article_attachments/360039322614/stakevote2.png" alt="stakevote2.png">
Note: Reclaim resources will also cancel vote.
<h3>How to view the information that has been voted</h3>
On the “StakeVote” page, click the card package button in the upper right corner to see your voting information.
<img src="https://support.token.im/hc/article_attachments/360039322874/stakevote3.png" alt="stakevote3.png">

EOS Block Producers Voting Guide

Multichain Management

Whoever has the Mnemonic is able to use your wallet. So, be sure to do the following two things:
<ul>
<li>Backup your Mnemonic,</li>
</ul>
<ul>
<li>
<a href="https://support.token.im/hc/en-us/articles/360003123113" target="_self">Keep the Mnemonic safe</a> </li>
</ul>
Please note:
<ol>
<li style="font-weight: 400;">Once the Mnemonic is lost, no one can retrieve it</li>
<li style="font-weight: 400;">Do not tell the Mnemonic to anyone, so as to avoid irreparable damage</li>
</ol>
Backup Mnemonic steps:
<ol>
<li style="font-weight: 400;">Accurately transcribe 12 words in the displayed order</li>
<li style="font-weight: 400;">Confirm the Mnemonic, to ensure that the word transcript in step 1 is correct, and the sorting is accurate</li>
<li style="font-weight: 400;">Backup complete</li>
</ol>

How to backup the mnemonic?

Users need an "<a href="https://support.token.im/hc/en-us/articles/360014201973-%E4%B8%80%E5%88%86%E9%92%9F%E4%BA%86%E8%A7%A3%E4%BB%80%E4%B9%88%E6%98%AF%E6%95%B0%E5%AD%97%E8%BA%AB%E4%BB%BD">identity</a>" to use imToken, but an identity can only be recovered by the Mnemonic. So, users who only backed up the private key/Keystore will need to "<a href="https://support.token.im/hc/en-us/articles/360035597853">create identity</a>" and then import the private key / Keystore recovery wallet.
Import private key / Keystore Steps:
<ol>
<li style="font-weight: 400;">Create the identity and enter imToken</li>
<li style="font-weight: 400;">Select "My Profile" in the lower right corner</li>
<li style="font-weight: 400;">Click "Manage your wallet" to enter the wallet management interface.</li>
<li style="font-weight: 400;">Click "Add wallet" to enter the add wallet interface</li>
<li style="font-weight: 400;">Select the wallet type</li>
<li style="font-weight: 400;">Click "Import" to import the private key / Keystore</li>
<li style="font-weight: 400;">Wallet recovery success</li>
</ol>
Note:
       The Keystore requires the corresponding transaction password to be known.

How to import private key / Keystore?

Please check it according to the followings:
<table class="" border="5" cellpadding="5">
<tbody>
<tr>
<td> </td>
<td>
reasons
</td>
<td>
solutions
</td>
</tr>
<tr>
<td>
the address is the same with the original one after imported
</td>
<td>
bad mobile phone network and other reasons cause the token to not be displayed automatically
</td>
<td>
view the <a href="https://support.token.im/hc/en-us/articles/360004344834-How-do-I-search-for-and-add-a-token-to-the-assets-list-">tutorial</a> to add the token manually
</td>
</tr>
<tr>
<td rowspan="3">
 
the address is different from the original one after imported
</td>
<td>
the mnemonic / private key is not the wallet address’
</td>
<td>
find the correct mnemonic / private key to import again
</td>
</tr>
<tr>
<td>
the mnemonic / private key is correct but input it wrong and generated a new address
</td>
<td>
check the mnemonic / private key carefully when importing
</td>
</tr>
<tr>
<td>
the path selected wrong when importing
</td>
<td>
select the default path when importing
</td>
</tr>
</tbody>
</table>

What if my tokens disappear after importing my wallet?

Please check it according to the followings:
<table border="5" cellpadding="5">
<tbody>
<tr>
<td>
error tips
</td>
<td>
reasons
</td>
<td>
solutions
</td>
</tr>
<tr>
<td>
incorrect mnemonic
</td>
<td>
some words of mnemonic incorrect
</td>
<td>
compare <a href="https://github.com/bitcoin/bips/blob/master/bip-0039/english.txt">"BIP39 word Library "</a> to find the wrong word, import the correct mnemonic
</td>
</tr>
<tr>
<td>
length of mnemonic is incorrect
</td>
<td>
mnemonic word length is 12/18/24 words
</td>
<td>
1. Check the mnemonic word number is correct
2. separated by a space between each word
</td>
</tr>
<tr>
<td>
input a valid private key format. 
</td>
<td>
entered an incorrect private key
</td>
<td>
import the correct private key again
</td>
</tr>
</tbody>
</table>

What should I do if I get an error when I import a mnemonic / private key?

Backup & Restore

imToken is a multiple chain wallet and currently supports BTC, ETH, EOS,ATOM COSMOS, so you can see four different types of wallet in imToken.
<ul>
<li style="font-weight: 400;">You can store BTC and Omni USDT in imToken BTC wallet</li>
<li style="font-weight: 400;">You can store ETH, ERC-20 and ERC-721 tokens in imToken ETH wallet</li>
<li style="font-weight: 400;">EOS wallet can store EOS and tokens on the EOS chain</li>
<li style="font-weight: 400;">ATOM can be stored in imToken COSMOS wallet</li>
</ul>

Which tokens are supported by imToken?

imToken is a multi-chain wallet and supports all the token in corresponding chains. Users can add new tokens to their asset list using the search feature. Please <a href="https://support.token.im/hc/en-us/articles/360004344834" target="_self">click here</a> to learn how to search for a token and add it.
With the rapid development of public chain ecosystem, there are more than thousands of tokens on different chains. In order to make it easier for users to manage their tokens, we will choose some popular tokens in community and add it to the imToken token list for users to search. So you can’t find a token when imToken didn’t add it. But if you can’t find it in imToken, it doesn’t mean imToken doesn’t support the token. As long as the token meets the token standard of the chain (click <a href="https://support.token.im/hc/en-us/articles/115001657313" target="_self">here</a> to know more about the standards), you could manage the token in imToken.
<h3>Attention:</h3>
All tokens in the imToken token list are only for the convenience of user management and adding tokens. It doesn’t mean these tokens are backed or reviewed by imToken. Please do not use this as a basis for judging the quality of tokens.

Why can’t I find a token when searching its name?

imToken 2.0 currently only gets the prices from <a href="http://block.cc/" target="_self">block.cc</a> . If you find out that the token listed on it but no price display in wallet page, it means need you to submit information to <a href="https://github.com/consenlabs/token-profile/" target="_self">imToken Github</a>.
We will deal with your request as soon as possible. If you have any questions, please communicate with us in Github.

Why Some Tokens Do Not Show Prices in the Wallet Page?

The risk reminders are indicated by imToken after thorough examination and assessment of users' feedback on potential fraudulent smart contracts, phishing intents or included in the public phishing databases. The indication serves to remind users to transact the tokens with caution.
As a decentralized wallet, all ERC-20 tokens are compatible with imToken wallet. We strongly encourage users to conduct proper due diligence before transacting any tokens. imToken will do its best to remind users after conducting detailed investigations following the information it received, but imToken is not responsible for the accuracy and reliability of the information submitted.

Why are there risk reminders on selected tokens?

Recently, there have been fraudulent incidents caused by malicious tokens with duplicate names. Therefore, imToken 2.0 will add "_UNKNOWN" to the token name for tokens with the same name that have not submitted a Token Profile to help users better distinguish tokens with the same name.
<h3>For imToken users</h3>
If you receive a token marked "_UNKNOWN", please judge carefully to avoid being cheated.
Example: Above is the official HT token of the Huobi exchange. Below are tokens with the same name.
<img src="https://support.token.im/hc/article_attachments/360044813893/_____20190814114847.jpg" alt="_____20190814114847.jpg" width="545" height="228">
<h3>For token project parties</h3>
If the token issued by the project party is marked with "_UNKNOWN" by default, it indicates that the token has the same name as an existing token. If you need to remove this mark, you can submit Token Profile to imToken, and after passing, you can remove the "_UNKNOWN" mark.
How to submit token information yourself:
<a href="https://github.com/consenlabs/token-profile/blob/master/README.md">https://github.com/consenlabs/token-profile/blob/master/README.md</a>

Why are some tokens marked as _UNKNOWN?

<h3>What is Token Profile?</h3>
Token Profile is the detailed information of the token issued by the project party. imToken 2.0 provides a dedicated display page for the Token Profile, to give users a more complete overview of tokens. The page is located at: Wallet(tab) -&gt; Token(for example, ETH) -&gt; Token Profile Button(right-top corner).
The page is displayed as follows:
<pre class="wysiwyg-text-align-center"><img src="https://support.token.im/hc/article_attachments/900000152766/sample.png" alt="sample.png"></pre>
<h3>
<a id="user-content-overview" class="anchor" href="https://github.com/consenlabs/token-profile/blob/master/README.md#overview" aria-hidden="true"></a>Overview</h3>
imToken supports the submission of ERC20 and EOS Token Profile, please select the corresponding tutorial to understand the specific procedures:
<ul>
<li><a href="https://github.com/consenlabs/token-profile/blob/master/tutorial/erc20-tutorial.en.md">ERC20 Token Profile Guideline</a></li>
<li><a href="https://github.com/consenlabs/token-profile/blob/master/tutorial/eos-tutorial.en.md">EOS Token Profile Guideline</a></li>
</ul>
<h3>
<a id="user-content-suggestions" class="anchor" href="https://github.com/consenlabs/token-profile/blob/master/README.md#suggestions" aria-hidden="true"></a>Suggestions</h3>
Since the submission of the Token Profile involves many aspects: GitHub usage, Logo design, project information introduction etc, we recommend that the Token Profile submission to be done by your market operations staff, developers, and designers together.
imToken will process the application within 5 business days.

How to submit Token information to imToken?

Asset Management

Due to the unique Cell model of CKB, you need to pay attention to the following when transfer:
<ul>
<li style="font-weight: 400;">Minimum amount of each transfer is 61 CKB</li>
<li style="font-weight: 400;">After each transfer, the remaining balance of your account must more than 61 CKB or you should clear it all</li>
</ul>
For example,
<ul>
<li style="font-weight: 400;">If your wallet totally has 200 CKB, the amount you can send out is 61~139, or send them all.</li>
<li style="font-weight: 400;">If your wallet totally has 120 CKB, you can only choose to send out all 120 CKB, and cannot send other quantities because other quantities cannot meet the above two conditions at the same time.</li>
</ul>
Steps to clear your account:
<ul>
<li>Input the receiver’s address and set the miner fees</li>
<li>Click the balance and it fills the amount automatically</li>
<li>Click the ‘Next’ then enter the correct password</li>
</ul>

CKB transfers FAQ

BCH address has three different formats, imToken supports the CashAddr format. Different wallets and exchanges are supporting different address format. Therefore, please make sure to use the correct address when transferring and receiving coins to avoid asset loss.
<h3>Use imToken to send out BCH</h3>
<img src="https://support.token.im/hc/article_attachments/900000215186/mceclip0.png" alt="mceclip0.png">
<h3>Use imToken to receive BCH</h3>
<img src="https://support.token.im/hc/article_attachments/900000215206/mceclip1.png" alt="mceclip1.png">
<h4>Note</h4>
<ul>
<li style="font-weight: 400;">Don’t transfer BCH into BTC wallet address, also do not transfer BTC into BCH wallet address</li>
<li style="font-weight: 400;">Different kind of BCH wallet address are derived from the same private key. You cannot transfer them to each other</li>
<li style="font-weight: 400;">The address format from BCH transaction records in imToken is CashAddr format. For example, you set the Legacy address  1QHHy8EdWSN72Uw5GivUK95U7RGSQMoX35 as recipient address, which will be automatically converted to CashAddr, like bitcoincash: qrl4ldj6p27d602z7y806qs2wz4jdxv3eyq9jgv4gm</li>
</ul>

Transfer/receive FAQ about BCH

Please check it according to the following:
<img src="https://support.token.im/hc/article_attachments/900000232303/mceclip0.png" alt="mceclip0.png">
Note:
<ol>
<li style="font-weight: 400;">your assets will not be deducted before the transaction is successful</li>
<li style="font-weight: 400;">if the transaction fails, the miner will still charge the miner fee and will not be refunded.</li>
</ol>

What if the transfer is unsuccessful?

Please check it according to the followings:
<img src="https://support.token.im/hc/article_attachments/900000232463/mceclip0.png" alt="mceclip0.png">

What if the transfer is successful but the other party did not receive it?

After a successful transaction, the token has been sent to the address. That means imToken cannot help you to cancel it, because blockchain is irreversible. If you transfer to a wrong address, it is recommended that you contact the person who holds the address and ask him to send the tokens back.
Note:
<ol>
<li style="font-weight: 400;">If the address is copied from the exchange or another platform, please contact the customer service of the exchange or other platform.</li>
<li style="font-weight: 400;">Ethereum wallet addresses are not case sensitive, as long as the letters are correct, there is no problem.</li>
</ol>
 
Keywords: "wrong address", "transfer to a wrong address", "cancel the transaction", "back assets"

What should I do if I transfer to a wrong address?

Generally speaking, the reason why your imToken wallet can’t receive assets is the sender (exchange / individual) didn’t send you the token, so please confirm with the sender in time. 
Note: Some exchanges tips the token to be sent successful, when they actually are not.
<h3>How to confirm whether the sender has sent the token?</h3>
Method 1: (Simple)
Click the "+" button on the assets page of the app and select "All my assets". If you do not see the token, or the amount of the token is incorrect, it means that the token has not been transferred to your wallet. You should contact the sender to transfer the token as soon as possible.
Method 2: (Professional)
<ol>
<li style="font-weight: 400;">Open the Etherscan DApp from Browser page on the App</li>
<li style="font-weight: 400;">Check if there is a new transfer to your address</li>
<li style="font-weight: 400;">If there is no transfer record, means the token has not been transferred to your wallet.</li>
</ol>
<h3>If I send the coin to imToken but it is unsupported, what should I do?</h3>
imToken cannot manage unsupported tokens. If this happens, please contact the project technician to solve it.
 
Keywords: "can’t receive coins", "back my assets"

What if imToken can't receive my assets?

First of all, please confirm the following:
<ol>
<li style="font-weight: 400;">The phone network is normal</li>
<li style="font-weight: 400;">Already switched to the corresponding wallet address</li>
</ol>
Then, click the "+" button on the assets page of the app and select "All my assets" to add the token manually.
Additionally, if you have more types of tokens, you can find them by searching.
 
Keywords: "received notification", "assets doesn’t display"

What if I received a transaction notification but the token does not display?

The cost is referred to as a 'fee' with respect to Ethereum. It equals "gas * gas_price." The fees are used to pay the miner to package your transaction. Every transaction has a fee irrespective of the status of the transaction. The two are not connected. 
The fee is deducted by miners, imToken will not charge for transaction fee at this moment.
For further reading please refer to this <a href="https://media.consensys.net/ethereum-gas-fuel-and-fees-3333e17fe1dc" target="_self">link</a>

Transaction failed but the fee was still be deducted.

imToken cannot receive unsupported tokens. Before you use imToken to receive tokens, make sure imToken does support it. If the unsupported tokens are transferred to imToken, you need to contact the technical staff of the token project party to help you to get the token back.
<h3>Attentions:</h3>
<ol>
<li style="font-weight: 400;">If you send ETC to imToken ETH wallet by mistake, you could use the DApp on the 「Browser」page called 「ETC Retrieve」to find it back.</li>
<li style="font-weight: 400;">The format of address of VNT、SMT、CMT、GO and some other tokens is the same as that of an ETH address, but they are different mainnet tokens. So if you send these tokens to an ETH address, according to the project official instructions, you can download the official wallet and then import the ETH wallet’s mnemonic into the official wallet to get the token back. </li>
</ol>

What should I do if I sent a token that is not supported by imToken?

Transfer & Receive

In general you can choose to backup mnemonic phrases, keystore or private key of the wallet, but imToken strongly recommends you to backup your wallet mnemonic phrases. 
<h3>Here are the reasons:</h3>
<ol>
<li> Keystore is an encrypted private key, it is not easy to write down all the code correctly. Moreover, users often think that the keystore is secure and they transmit or store it through the network.  It will lead to leaking of keystore which will greatly increase the risk of asset theft.</li>
<li> The security level of the private key is the same as mnemonic phrases. They are both unencrypted private keys. However, it is inconvenient to copy and save the private key. Once the transcription is wrong, it is difficult to correct and retrieve it.</li>
<li> Mnemonic phrases manage multi-chain wallets. Using only one Mnemonic phrase you can manage assets on multiple chains. </li>
</ol>
<h3>Attention:</h3>
<ol>
<li style="font-weight: 400;">If you lost your mnemonic phrase and you haven’t backed it up, it can’t be retrieved. So after creating the wallet, please backup the phrase immediately.</li>
<li style="font-weight: 400;">A mnemonic is a private key that is not protected by any encryption measures. Once someone gets your mnemonic, it is equivalent to controlling your wallet. Keep the mnemonics away from the internet and do not lose it.</li>
<li style="font-weight: 400;">When backing up mnemonics, the best way to do it is to use physical tools, for example copying them on a piece of paper, or using mnemonic secret storage to backup mnemonics.</li>
<li style="font-weight: 400;">In order to ensure the mnemonic phrase is accurately backed up, the cross-validation method is recommended to ensure the phrase is correct.</li>
</ol>

Why it is so important to backup mnemonic phrases?

imToken is a decentralized wallet that does not store the user's wallet private key or mnemonic phrase, nor does it store user assets. If assets in your wallet are stolen, you should:
<ol>
<li style="font-weight: 400;">Realize that the wallet private key or mnemonic phrase has been leaked, you should immediately create a new wallet and backup the new wallet.</li>
<li style="font-weight: 400;">Transfer the assets from your old wallet to the new wallet as soon as possible.</li>
<li style="font-weight: 400;">Recall in which situations you might have leaked your wallet private key or mnemonic phrase.</li>
<li style="font-weight: 400;">Immediately call your local police and ask them for help.</li>
</ol>
We are very sorry for what you have encountered. Before you ask imToken for help, there are a few things we need to explain first:
<ol>
<li style="font-weight: 400;">imToken is a decentralized wallet, it indicates that imToken does not help user to store the private key, nor does it help user to manage their assets.</li>
<li style="font-weight: 400;">Again, imToken is a decentralized wallet. We don’t collect users personal information like names or phone numbers, so we may not be able to provide evidence that is useful for the case.</li>
<li style="font-weight: 400;">Be sure to provide detailed information to the police and imToken, do not hide the information nor avoid responsibility.</li>
</ol>
Please send all the detailed information to <a href="mailto:hack@token.im">hack@token.im</a>，we have security experts to respond to your request and deal with it.

What should I do if my wallet is stolen?

imToken don’t support retrieving the password, but you can reset it by importing the wallet. The new password will replace the old one.
If you didn’t backup the mnemonic or private key to import, you can try the password many times, without a limit.
 
Keywords: "Forgot Password", "Reset Password", "Change Password"

What if I forgot my password?

Security

Open the official website of imToken and download the latest version of imToken
Attention: Before downloading, please make sure the URL of imToken official website is correct and to avoid falling into the trap of phishing websites.
Tips: To avoid phishing websites, we suggest you to enter the official website URL (https://token.im) manually. If you search through Google, Baidu and other search engines, you must also check the URL. After confirming that you have bookmarked the official website page, next time you want to open the official website you can click the bookmark to enter it quickly. 
<h3>How to download imToken with iPhones?</h3>
You can download imToken via Apple store
Attentions:
<ul>
<li style="font-weight: 400;">Do not use an Apple ID from an unknown third party</li>
<li style="font-weight: 400;">Do not turn on the iCloud backup function. If your backup method is wrong, such as taking screenshots of mnemonics and saving them in a phone memo, it will cause the mnemonics to be recorded on iCloud.</li>
</ul>
<h3>How to download imToken with Android phones?</h3>
Android users can log in to the official website (https://token.im/) with a mobile browser and click the "Download Installation Package" button. In addition, you can also download and install imToken through Google Play.
Android users need to be careful not to use the phone that has been rooted, and do not use some functions like deep-cleaning, it may result in mobile phone files corruption or loss which will make imToken unavailable.