# FAQ > Short answers to the questions Fiber support gets most often, covering SMS codes and sign-in, wallet backup files and recovery tools, pending, failed, and wrong-network deposits, sends, US bank details, the $25 bonus, referrals, trading errors, rewards, and reaching a person. Each answer links to the full guide. If your question needs someone to look at your account, ask the assistant for a person. See [Assistant & Support](/support). ## Getting started ### Is there an iPhone app? Not yet. The iOS app isn't in the App Store. On iPhone, open [app.fiber.so](https://app.fiber.so) in Safari, where Fiber works at phone width. On Android, get Fiber from Google Play. ### Which languages does Fiber support? The app, the web app, and our notifications come in English, Spanish, and French. Change it in **Settings > Language**. The assistant answers in whatever language you write in. ### Is Fiber a bank? Is my money insured? No. Fiber is a financial technology company, not a bank. Stablecoins and other digital assets are not deposits and are not FDIC insured. FDIC insurance can apply only to eligible USD deposits held at SSB, Member FDIC, through [Virtual Accounts](/virtual-accounts). It stops applying once that USD is converted into stablecoins. ### Do you offer business accounts? Not yet. Fiber accounts are personal for now, and there's no date to share for business accounts. ### Is the Fiber Card available? Not yet. The Card tab in the app shows Coming soon, and there's no date to share. ### Is Fiber's code public? The Fiber CLI, the tool for recovering keys from your wallet backup, is open source at [github.com/fiberevm/cli](https://github.com/fiberevm/cli). The [browser recovery page](/recovery/browser) is built from the same code. ## Signing in and verification ### I'm not getting my SMS verification code Wait 30 seconds and tap **Resend**. Check that the number has the right country code. Codes expire, so use the newest one. If texts never arrive, sign in with email instead and try adding your phone again later. If codes still don't reach your number, ask support. See [Your Account](/account#when-sms-codes-dont-arrive). ### What does "We can't send SMS codes to this number right now" mean? Fiber can't send text messages to numbers in some countries. On the web, the same thing shows as "SMS verification is unavailable for this phone number," or as `SMS_OTP_COUNTRY_BLOCKED` in Settings. Choose **Continue with email** instead. You can use Fiber without a phone number. The $25 deposit bonus and US bank details need a verified phone, though, so they stay unavailable until one is verified. ### What does the "phone verification send failed" error mean? On the web, it appears as `phone_verification_send_failed`. The text message provider couldn't deliver the code. It isn't a problem with your account. Check the number and country code, wait a minute, and try again. If it keeps failing, ask support and mention which country your number is from. ### "We couldn't add this phone number. Please contact support." Usually the number is already on another Fiber account. A phone number can belong to only one account, and for privacy, Fiber doesn't say which account has it. A temporary verification failure shows the same message, so try once more first. If it's another account of yours, sign in to that one. Otherwise, ask support. ### Do I need a phone number? Not to open an account or use it. You need a verified phone for the $25 deposit bonus and US bank details. Friends you refer need a verified phone for you to earn a referral reward. ### Can I change or reset my password? Only Fibertag accounts use a password, and it can't be changed or reset. If you forget it, sign in with the verified email or phone on the account. If the account has neither, ask support. The password your wallet backup asks for is different. That's the file password you chose when you exported it. See [Wallet backup and recovery](#wallet-backup-and-recovery). ### Where do I find my Fibertag? Tap your name at the top of Home and choose **Account details**. To share it, open **Receive > Share your Fibertag**. ### How do I change my email or phone number? Open **Account details** and tap **Email** or **Phone**. On the web, it's **Settings > Account**. Fiber sends a code to the new address or number to confirm it. ### How do I change my country of residence? Open **Account details > Residency > Change**, pick your country, and tap **Save residency**. You can change it once every 7 days. A country from identity verification or your verified phone number takes priority over your selection. See [Your Account](/account#country-of-residence). ### I made a second account by mistake You can keep both. Open the account menu to switch between up to five signed-in accounts. An email or phone number can belong to only one account, so if you need one moved, ask support. Sending money between your accounts by Fibertag is free. ## Account security ### How do I sign out of other devices? Open **Settings > Security > Logged in devices** and revoke each device you don't recognize. On the web, it's **Settings > Security > Devices**. There's no single "sign out everywhere" button. ### A new device is asking for approval Open Fiber on a device that's already signed in. Check the device and location, then tap the code that matches the one on the new device. If it wasn't you, tap **Deny — this wasn't me**. The code expires after 5 minutes. See [Account Security](/account-security#approving-a-new-device). ### I lost my phone. How do I get back in? On the new device's approval screen, use **Use passkey**, **Use authenticator app**, or **Use backup codes** if you set them up. If you didn't, tap **I don't have my other device**. After a 24-hour wait, the new device signs in and every other device is signed out. ### Do I need a passkey? No. Passkeys and authenticator codes are optional extra protection for sends, trades, and account changes. You can sign in and deposit without them. See [Account Security](/account-security#extra-protection-passkeys-authenticator-and-backup-codes). ### I got a "Wallet seed exported" alert I didn't expect Revoke the device named in the alert in **Settings > Security > Logged in devices**. Then ask for a person in the assistant right away. Anyone with the exported file and its password can move the assets in your wallet. ### How do I know a message is really from Fiber? Fiber's websites are fiber.so, app.fiber.so, and docs.fiber.so. Its social accounts are [X (@fiber_evm)](https://x.com/fiber_evm) and [LinkedIn](https://linkedin.com/company/fiberso). Support talks to you in the assistant chat in the app, or by email from support@fiber.so. Fiber will never ask for your codes, passwords, backup file or its password, or private keys. ## Wallet backup and recovery ### Can I export my private key or seed phrase? Yes. Fiber doesn't use a 12- or 24-word phrase, but you can export an encrypted backup of your wallet seed. Go to **Settings > Security > Export wallet seed**, or **Settings > Backup & export** on the web. Fiber's [Recovery Tools](/recovery) open that file on your own device and give you the private keys for your addresses. See [Wallet Backup](/wallet-backup). ### Why is there no seed phrase in my backup file? That's expected. The `.fiberseed` file holds your wallet seed in encrypted form, so opening it shows unreadable data, not words. Fiber wallets have no word phrase. To get usable keys, open the file with Fiber's [Recovery Tools](/recovery). ### My backup password is rejected Recovery tools need the file password you chose during that export. That's not your Fiber sign-in or Fibertag password. Each export has its own password, so make sure the file and password belong together, and type it exactly. The browser page says "Wrong password, or the file is damaged." The CLI shows an `invalid tag` error. ### I forgot my backup password Fiber can't see or recover it. Export a new backup with a new password while you can still sign in, then delete the old file. ### MetaMask or another wallet won't import my backup file The `.fiberseed` file isn't a wallet keystore, so wallets reject it, for example with "not a V3 wallet." Open it with a [recovery tool](/recovery), then import the private key it gives you. ### The address I recovered shows no funds Two common reasons: - The [browser page](/recovery/browser) searches your first 1,000 addresses for the one you sent to. With the CLI, start at `--derivation-index 1`. Index 0, the default, isn't an address Fiber uses. - Most of your USD sits in your private balance, not at a public address. The CLI's `private-assets` command lists it. ### What happens to my money if Fiber shuts down? Your funds sit in your own wallet, not in a Fiber company account. Export your encrypted backup now, and keep the file and its password safe. With them, Fiber's [Recovery Tools](/recovery) work on your own device. The browser page can send funds from your addresses on EVM networks, and the Fiber CLI prints private keys for your Ethereum-compatible and Solana addresses. Your private balance lives in your Railgun `0zk` wallet. The CLI can list those balances, but neither tool can move them. ### If deposits go through one-time addresses, how is Fiber non-custodial? Every deposit address is derived from your own wallet seed, the same seed in your encrypted backup. Fiber creates a new one each time so public observers can't link your deposits together. When a deposit moves into your private balance, it's shielded into your Railgun `0zk` wallet, which also comes from your seed. See [Non-Custodial](/non-custodial). ## Deposits ### Which coins and networks can I deposit on? - **USDC:** Ethereum, Base, Arbitrum, Polygon, Unichain, Monad, Arc, HyperEVM, Solana, and Stellar. - **USDT:** Ethereum, Arbitrum, Polygon, BNB Smart Chain (BEP-20), Monad, HyperEVM, and Plasma. USDT on Base isn't supported. Other listed assets, such as ETH or CADC, are under **Receive > More assets**. The Receive screen shows what's open right now. See [Supported Assets & Networks](/chains). ### How long does a deposit take? Base is instant. USDC on Polygon, Monad, Arc, HyperEVM, and Stellar takes seconds. Standard USDC from Ethereum, Arbitrum, or Unichain takes 15–19 minutes, or seconds with Fast deposit. Most USDT routes take 1–35 minutes, and USDT from HyperEVM takes about 12 hours. Exchanges can add their own delay before sending. ### My deposit has been processing for a long time First check the usual time for your network above. Most delays are a slow route or an exchange that hasn't sent the transfer yet. If it's well past the usual time, open **Chat with assistant** from the account menu and ask for a person. Share the reference that starts with `DP`, from the deposit's receipt. ### My deposit failed. Is my money safe? Yes. A failed deposit means an automatic step didn't finish. The app says your deposit is safe but not yet in your private balance. Don't send the money again. Open the deposit, tap **Ask Fiber**, and ask for a person, and support can finish it. See [If a deposit fails](/deposits#if-a-deposit-fails). ### I sent funds on the wrong network, like opBNB instead of BNB Smart Chain Fiber doesn't watch opBNB or other unsupported networks, so the deposit won't appear in the app. On EVM networks, your address belongs to your wallet everywhere, so the funds sit at an address you control. You can move them yourself with your wallet backup and the [browser recovery page](/recovery/browser), which finds the address and sends the funds out. The address needs a little of that network's gas coin, such as BNB on opBNB. See [Recovery Tools](/recovery). ### I sent a token Fiber doesn't support If it went to a supported network, for example USDT on Base, it shows as an unlisted token in your holdings or in **Settings > Spam**. It stays public and isn't added to your private balance or your USD. If it has a market price, you can sell it from its token page. ### I deposited ETH or another coin and can't see it ETH on Ethereum, Base, and Arbitrum, and BNB on BNB Smart Chain, appear in your balance. Tokens Fiber lists, such as WBTC, cbBTC, or PAXG, appear under their asset. Other coins appear as unlisted tokens. If you don't see one, check **Settings > Spam** and tap **Accept**. Native coins stay at your public address and don't earn rewards. ### Which network should I choose on my exchange? Choose the network with the same name you picked in Fiber. For USDT on BNB Smart Chain, choose **BNB Smart Chain (BEP-20)**, not opBNB. For Arbitrum, choose **Arbitrum One**. If the exchange asks what platform you're sending to and Fiber isn't listed, choose the option for a personal wallet. Send a small test first. ### Should I use Fast or Standard deposit? Standard is free. Fast exists for USDC from Ethereum, Arbitrum, Unichain, and Solana. It arrives in seconds, compared with 15–19 minutes on Standard (about 25 seconds from Solana), for a small fee shown as a percentage before you copy the address. Base and Polygon are already fast and free. USDT has no Fast option. ### My Stellar address expired Stellar addresses work for 10 minutes. A payment that arrived before it closed is still processed. Otherwise, tap **Create new Stellar address**. If your exchange can't send within 10 minutes, use another network. ### Is there a minimum deposit? Fiber has no minimum. Your exchange or wallet may have a minimum withdrawal. The $25 deposit bonus needs $100 in net stablecoin deposits. ## Sending and withdrawing ### How do I send money to another Fiber user? Tap **Send > To a Fibertag** and search for their exact Fibertag. Transfers between Fiber users are free, private, and usually arrive in about 20 seconds. ### How do I withdraw to an exchange or outside wallet? Tap **Send > To a wallet address**, paste the address, then use **Arrives as** to choose USDC or USDT and the network. Check the full address and network before you confirm. Onchain sends can't be undone. Fiber has no memo field, so don't use it for an exchange deposit that requires a memo. See [Sending Money](/sending). ### Why does my send have a fee? Sends to Fiber users and most wallet sends are free. Fiber pays the network fees. You pay only: - A **Fast transfer fee**, if you pick Fast for a send that crosses networks. USDC sends start on Fast, so switch to Standard to avoid the fee. - A **Conversion cost**, when no free route reaches the coin and network you chose, such as most sends to HyperEVM or Plasma. The review screen shows every cost before you confirm. ### My send failed. Where's my money? Still in your balance. The receipt says so. Tap **Try again** to send it again, or **Ask Fiber** for help. If a send fails partway through a route, the money comes back to your balance, sometimes as a new deposit. ### What does "Not enough from balances found" mean? Your USD is spread across coins and networks that can't all reach that destination in one send. Try a smaller amount, a different coin or network, or split it into two sends. ### Can I cancel or reverse a send? No. Once a send starts, it can't be cancelled, and onchain sends can't be reversed. ### Where do I find the transaction hash? Open the send in History. For wallet sends, **Transaction** shows a short hash that opens the block explorer, and the completion email includes it too. Transfers between Fiber users are private and have no public hash. The **Reference** row has Fiber's own ID, which is safe to share with support. ### The app says my Solana recipient needs to set up USDC A Solana wallet needs a USDC account before it can receive USDC. Ask the recipient to add USDC in their wallet, then send again. Fiber doesn't create it for them. ### Why can't I send ETH, stocks, or gold? Sends come from your USD balance, as USDC or USDT. Sell other assets to USD first, then send. ## US bank details ### Does Fiber open a bank account for me? No. US bank details, called Virtual Accounts, are optional and provided through Rain. You can use Fiber for stablecoins without them. To get them, you need a verified email and phone, identity verification, and an eligible country of residence. See [Virtual Accounts](/virtual-accounts). ### Am I eligible for US bank details? You must be at least 18, pass identity verification, and live in an eligible country. Rain doesn't offer them to residents of some countries, including India, Nigeria, Pakistan, Türkiye, Ukraine, Kenya, Vietnam, and Russia. See the [full list](/virtual-accounts#who-can-get-us-bank-details). Fiber decides residency from your verified identity first, then your verified phone, your selection, and your location. ### Why does it say my bank details are unavailable? "Bank transfers unavailable" means your bank route isn't active. Your application may need action, may not have been approved, or the details may have been frozen at Rain. "Bank details unavailable" means Fiber couldn't check your status, so try again. If either one continues, ask support. ### My verification has been pending for days Identity reviews have no fixed timeline. If you see **A few details are missing**, tap **Complete your details**. If it stays on **Verification pending** or **Setting up your account**, ask for a person and support can check your application. ### My bank transfer is still processing, or settled, but my balance hasn't changed After Rain converts your USD, it sends USDC to your Fiber wallet. Rain calls that "settled," and the assistant may use that word. Your activity keeps showing **Processing** until the USDC reaches your private balance, then shows **Completed**. If it stays on Processing much longer than expected, ask for a person and include the date, the amount, and the `BK` reference. ### How do I withdraw to a US bank account, and what does it cost? Bank withdrawals need approved US bank details first. Then tap **Send > US Bank account** and add the recipient's bank details. ACH is free and usually takes 1–3 business days (cutoff 4:00 PM ET). A wire costs $14 and usually arrives the same business day (cutoff 5:45 PM ET). The app shows the cost of each withdrawal before you confirm. The minimum is $2. ## Deposit bonus and referrals ### How do I get the $25 deposit bonus? Deposit $100 in stablecoins. The 30 days start when your net deposits reach $100, and they must stay at $100 or more for 30 days in a row. Verify your phone before the 30 days end. Fiber reviews every claim before paying it, and may ask you to verify your identity. One bonus per person. Full terms are at [fiber.so/promotions](https://fiber.so/promotions). See [Deposit Bonus & Referrals](/bonus-and-referrals). ### My bonus says "in review." How long does it take? There's no fixed time. The team checks every claim by hand. If they need identity verification, Home shows **Verify your identity to get your $25**. Once a claim is approved, the $25 usually arrives within an hour. Keep your net deposits at $100 or more until then, because dropping below restarts the 30 days. ### My bonus says "on hold." What happened? Your net stablecoin deposits dropped below $100, usually after a send or withdrawal. The 30 days start again once you're back at $100. ### Do I need to trade to get the bonus? No. Trades and price changes don't count either way. ### Can I withdraw or send while waiting for the bonus? Yes, as long as your net deposits stay at $100 or more. Net deposits are completed stablecoin deposits minus completed withdrawals and sends to other people. Money you receive from other Fiber users doesn't count toward the $100. ### Where's my referral link? Tap your name at the top of Home, then **Refer & earn**. Copy or share your link, or show the QR code. On the web, use **Refer a friend** on Home. ### When do I get paid for a referral? Your friend has to open your link, then create their account within 7 days. Within 30 days of opening your link, they reach $100 in net stablecoin deposits. They then keep it for 30 days in a row and verify their phone. Once their own $25 is reviewed and paid, yours follows after its own review. See [Referrals](/bonus-and-referrals#referrals). ### What do Joined, In progress, and Qualified mean? **Joined** counts everyone who signed up with your link. **In progress** counts those who haven't qualified yet. **Qualified** counts friends who met every condition. Your reward for a qualified friend is paid separately after review. ## Trading ### Why can't I buy tokenized stocks? Tokenized stocks aren't available to residents of Canada. If the app shows the wrong country, tap **Wrong country?** to update your residency. See [Trading & Wealth Assets](/assets#who-can-trade-stocks). ### Why did my trade fail? The receipt tells you why, and your money is still in your balance: - **The price moved more than your limit**: try again. - **Not enough liquidity at a protected price**: try a smaller amount, or later. - **A trading provider or network couldn't complete the trade**: try again later. ### The quote on a small trade looks bad Route costs and price impact take a bigger share of very small orders, and of thinly traded tokens. If the quote looks wrong, don't confirm. Try a larger amount, or try later. ### I can't sell my whole balance Try selling slightly less than the full amount. Amounts under one cent can't be traded. ### A token says "Price unavailable" and I can't sell it Fiber can't sell a token it has no price for. That's common for unlisted tokens that land in your wallet. It counts as $0 in your total. If it gets a price later, you can sell it. ### Do tokenized stocks pay dividends? What do I own? A tokenized stock is a token from a third-party issuer that tracks a company's share price. It isn't a share held at a brokerage. The issuer sets the rights, and they may not match a shareholder's. Dividends and corporate actions depend on the issuer. Fiber doesn't pay dividends separately. ### Can I trade at any time? Yes, trading is open 24/7. Tokenized stocks can have thinner liquidity outside US market hours. That can mean wider prices or trades that fail. ## Rewards ### Where do rewards come from? Are they guaranteed? Your USD balance earns through Morpho and Aave lending vaults, where borrowers pay interest. Rates change all the time and aren't guaranteed. Smart-contract, lending, and stablecoin risks apply. See [Rewards on Stablecoins](/yield). ### Is the rate shown before or after fees? After. Fiber keeps 25% of the rewards your balance earns. Every rate and earnings figure in the app is already net of that share. ### How do I turn rewards on or off? On Home, tap your USD balance under Stablecoins and use the **Earn rewards** switch. Rewards are on by default. ### Can I spend money that's earning rewards? Yes. Send or trade it as usual. Fiber takes it out of the rewards strategy as part of the transaction. ## Assistant and support ### How do I talk to a person? Ask the assistant. Writing "I'd like to talk to a person" is enough. Your request goes to the Fiber team, and their replies appear in the same chat, labeled **Fiber support**. See [Talking to a person](/support#talking-to-a-person). ### How long until support replies? The team replies during business hours, Pacific time, and there's no guaranteed response time. You'll get a notification when they reply. One conversation per issue is enough. Add any details to the same chat. ### Can I write in my language? Yes. The assistant replies in the language you write in. ### Is it safe to share my activity reference? Yes. References such as `DP…`, `TX…`, or `TD…` help support find the exact activity. Never share verification codes, passwords, your backup file or its password, or private keys. ### I hit the assistant's daily limit The limit resets at midnight UTC. A chat that's already with the Fiber team doesn't count toward it. If you hit the limit before asking for a person, email support@fiber.so. ### How do I contact support outside the app? Email support@fiber.so. When you're signed in on the web, **Call support** in the sidebar or account menu shows the number for account help. For questions before you open an account, call (929) 374-2691. Phones are answered during business hours, Pacific time. --- Fiber is a financial technology company, not a bank. Banking services are provided by SSB, Member FDIC. Funds deposited at SSB are eligible for FDIC insurance up to $250,000 per depositor, per insured bank, subject to applicable limitations and FDIC rules.