Support
How can we help?
Answers to the most common questions about your Scenium account, and a direct line to our team.
Contact
Write to our support team
Tell us the email address on your Scenium account and what happened. Screenshots help us answer faster.
support@scenium.ioLive chat has a human on weekdays, 9am–6pm (BRT); our assistant answers 24/7.
We aim to reply within 24 hours on business days.
Never include your login code, passcode, private key or full card number.
Common questions
How do I sign in?
Enter your email and we send you a one-time code, or use Continue with Apple or Continue with Google. There is no password to remember.
If the code does not arrive, check your spam folder and wait a minute before asking for a new one.
How does identity verification work?
We verify your identity with our partner Sumsub, using a photo of your ID document and a selfie.
Most checks finish within minutes; some take up to 24 hours. You can follow the status in the app under Account → Identity verification.
Who controls my wallet?
You do. Your Scenium wallet is self-custodial: it is created for you when you sign in, and only you can approve a transaction from it.
Transfers on a blockchain cannot be reversed. Always check the address and the network before you send.
I sent or received crypto and I don’t see it
Most transfers show up within a few minutes. Make sure the funds were sent on a network the app lists for that asset.
If it still does not appear, email us with the transaction hash, the asset and the network used.
How do I delete my account?
In the app, go to Account → Delete account. You can also start it on the web at scenium.app/account/delete.
Accounts that still hold a balance need to be emptied first. After you confirm, you have 30 days to change your mind.
Scenium will never ask for your secrets
We will never ask for your login code, passcode, private key or full card number — by email, chat, phone or social media. If someone does, it isn’t us.