How to ask a question that actually gets answered
Most XELIS Wallet questions in community channels get a real answer within minutes — provided the question contains enough information to act on. A vague "wallet not working, help" is hard to help with; a clear report is easy. Before you post, take sixty seconds to gather:
- Operating system and version. "Windows 11 23H2", "macOS 14.4 on Apple Silicon", "Ubuntu 22.04". The exact version matters more often than people expect.
- XELIS Wallet version. Settings → About. If you're more than one minor version behind the current release, update first and retry — many issues are already fixed upstream.
- What you did and what happened. The exact step, the exact error message (a screenshot is fine), and what you expected instead.
- What you've already tried. Restarted the wallet? Switched node? Reinstalled? Saying so saves the helper from suggesting it.
Never include your seed phrase, your wallet password, or a screenshot that contains either. No legitimate support request requires them. Anyone who asks for either is trying to steal your funds, even if their username and avatar look official.
What our support model looks like — and what it doesn't
XELIS Wallet is open-source software maintained by a community of contributors. There is no paid support tier, no ticketing portal, and no SLA. What there is, in practice, is a fairly responsive group of users and contributors on Telegram who will help you diagnose almost any problem during waking hours in most time zones. For verifiable bugs, GitHub Issues is the right venue and tends to get developer attention within a day or two.
That model has a strong implication: you are responsible for your own funds. No support agent can recover a lost seed phrase, reverse a transaction sent to the wrong address, or restore a wallet from a wiped device that was never backed up. The community can help you avoid those situations and walk you through recovery when you have the materials needed — but the cryptographic guarantees that make self-custody powerful also make it unforgiving.
Issues we can help with vs. issues only you can
The first table is what the community handles all day, every day. The second table is what no-one — not us, not anyone — can do for you. Knowing the difference saves time and prevents false hope.
Things the community can help with
- Wallet won't install, won't open, or crashes on launch
- Sync stuck, balance not updating, can't connect to a node
- Transaction pending longer than expected
- Address verification, fee questions, confirmation timing
- Upgrading between versions, migrating to a new machine
- Interpreting an error message or log line
- Building XELIS Wallet from source
Things nobody can help with after the fact
- Lost seed phrase with funds in the wallet — funds are unrecoverable
- Transaction sent to the wrong address — irreversible by design
- Wallet password forgotten with no seed-phrase backup — file cannot be decrypted
- Funds sent from a phishing-controlled clipboard swap — recovery requires the attacker's cooperation, which never comes
Bug reports and feature requests
If you've found a reproducible bug, the most useful thing you can do is open a GitHub Issue with the version, OS, exact steps to reproduce, and the smallest example that triggers the behaviour. For sensitive security findings — anything that could expose user funds or seed material — please follow the responsible-disclosure process linked in the repository's SECURITY.md and avoid posting details publicly until a patched release is out.
Feature requests are welcome and best discussed on Telegram first, then captured as a GitHub Issue once the shape of the proposal is clear. Be patient with prioritisation — a small team has to weigh every request against the security and stability of the core wallet.