Browse the full help center topic directory below.
Follow the steps below to reset your password and regain access to your account.
If your account has been locked or restricted, it means a violation was detected. Here is what that means and what you can do next.
Everything you need to know about securing your account, managing two-factor authentication, and keeping your activity safe.
Your email address is your login and the primary way we contact you. Here is how to update it and what to expect.
Closing your account is permanent. Read this page carefully before proceeding so you understand what happens to your funds and data.
Reset your two-factor authenticator if you have lost access, changed devices, or your codes no longer work.
Obtain complete verified account information. Use verified channels and identity checks.
Review a rejected two-factor authentication change or request a new review of your 2FA reset attempt.
Correct your legal name or date of birth on your profile. Supporting documentation may be required.
Claim a deceased user’s assets or work with us as a lawful representative. Valid legal documentation is required.
Request a review if face or liveness verification was rejected in error.
Update your home address and submit acceptable Proof of Address documentation when required.
Update your current country of residence. This may require re-verification and affect eligibility.
Update your government ID, passport, or other identity information after expiry or a legal name change.
Request a review of a KYC or identity verification decision you believe was made in error.
Request a manual account disable or temporary suspension from our support team (different from self-serve account closure).
We take fraud seriously, whether it's a scam site using our name, a bad actor on our platform, or anyone misusing our brand. Report it and we'll fight it.
If you suspect unauthorized access to your account, act immediately. We will help you secure it and investigate what happened.
Received funds you did not expect or request? You are required to report it. Spending funds that are not rightfully yours is a violation of our terms.
For court orders, government requests, regulatory inquiries, and all official legal correspondence directed at RutoWallet via legal@rutowallet.com.
Found something broken? We welcome the security and developer community to help us build a safer platform. Valid reports are rewarded.
Learn about our commitment to regulatory standards, AML/KYC policies, and how we keep the RutoWallet ecosystem safe for everyone.
Everything you need to know about sending, receiving, depositing, fees, and transaction statuses on RutoWallet.
Request a report or export of transaction or account data after your account is closed, where permitted by policy and law.
Download your asset, activity, and account data where the export tool or support process is available.
Your on-chain or inbound deposit is not yet credited to your RutoWallet balance. Check confirmations, network, and txid, then support if needed.
Request a review if a crypto withdrawal was rejected or a temporary restriction (including payout holds) was applied in error or needs verification.
When a send fails, you may see a system code (for example RW00178). Use this page to understand next steps and how support uses that reference.
Report risks including scams, fraud, coordinated abuse, and misuse of campaigns or promotions.