Support and help What do you need help with?
Most questions have a quick answer. Pick the thing that looks like your problem, and we will point you to the fix. While you sort it out, your money stays safe on the network.
Be careful who you trust with your recovery words. More on that just below.
The one rule
We will never ask for your recovery words.
No real support person, from any wallet, needs them. Anyone who asks is trying to steal your money. Keep your 25 words offline and private.
- Only use the real MonkStash site, and bookmark it so you do not land on a copy.
- Never type your recovery words into a site or app because a message asked you to.
- Be wary of anyone offering to help in a chat or comment who then asks for your words or a payment.
- Download wallet software only from official sources.
Want to see how the fakes work? Read how Monero phishing sites trick people, or what a seed phrase is.
Common problems
Pick what looks like your problem.
Each card links to a step-by-step guide. Most fixes take a few minutes, and none of them need your recovery words typed into a chat.
My wallet will not sync
This is almost always the node your wallet connects to, not your money, which is safe on the network.
Fix syncingIt will not connect
The wallet reads the blockchain through a Monero node. When the connection fails, the guide walks you through the usual causes.
Fix the connectionMy balance looks wrong
The usual cause is a restore date set too late. Restore again with an earlier date so the wallet scans far enough back.
Find your balanceA payment has not arrived
Make sure your wallet has finished syncing, then check the sender used the right address.
Check a paymentI forgot my password
Your password only unlocks the copy in this browser. Remove the wallet and bring it back with your recovery words.
Use your recovery wordsI want to restore a wallet
Bring an existing wallet back with your 25 recovery words, or follow a view-only wallet to watch without spending.
Restore a walletI used MyMonero
MyMonero shut down in January 2026. Your funds are safe if you have your recovery words, and you can restore them here.
Restore a MyMonero seedI think I am being scammed
Stop, do not share your recovery words, and learn how look-alike wallet sites and fake helpers work.
Spot the scamBefore you worry
Sync trouble is the pipe, not your money.
Your wallet finds your payments by asking a Monero node. If that node is slow or unreachable, your wallet looks stuck or shows the wrong balance. Your money stays safe on the network the whole time.
That is why the first thing to try is almost always the connection. Read how to fix a wallet that will not sync, or learn how remote nodes work.
A wallet that is syncing for the first time can also just be slow. Giving the wallet roughly when you made it, called the restore height, lets it skip ahead.
How to reach us
Email us. We will never ask for your recovery words.
Check the FAQ and the guides above first, since they cover the common problems. If you are still stuck, email us. We answer by email only: there is no chat or phone line, and we never message you first. Please ignore anyone claiming to be MonkStash support in a message or comment.
- support@monkstash.com for help with the wallet or the tools.
- security@monkstash.com to report a vulnerability privately.
- hello@monkstash.com for everything else, including corrections to a guide.
Trustworthy Monero resources
Questions about Monero itself?
These community-run and official resources are reliable starting points.
- getmonero.org, the official Monero project site.
- Monero user guides for the official wallets.
- r/monerosupport, a community help forum.