NEM Wallet don't work

[Zhanna]

Hello! I can not open nem wallet. Writes NEM client crashed, sending report. What should I do, how do I enter the purse?

[Brainofmasses]

Hello Zhana,

which type of wallet you use, Nanowallet or Android/iOS?

[Zhanna]

I am used Android. I have money on it.

[freigeist]

DO NOT remove or reinstall the wallet before you get out your private key out of there.
You could lose your money.

I’m saying this as i have read some bad posts on this forum.
The question is how you get out your private key out of there if the wallet is crashing soon as is started?!

Wait for someone to give you a better answer on how to do it but until then
i repeat DO NOT try to remove or reinstall the wallet if you do not have your private key already.

I hope someone more experienced can help you.

[CryptoBeliever]

How many tokens do you have on this Android wallet ? Please give also info about device (cell phone) you use + info about Android version.

Have you private key backup?

[Zhanna]

I use samsung galaxy 8 plus edge. The version of my application is 1.0.69. BETA Mainnet. I just enter the password, no secret key was given to me. Android 7.0. And how to contact support Nem, who knows?

[freigeist]

Hello.

I’m not using the mobile wallet theefore i can’t help you directly with your problem
but maybe this post can help you with mobile wallet:

Help with PC Wallet

I am sorry, basically I can not speak English, so I rely on translation software. Please understand that we may make completely different answers. If you create a wallet, the private key will not be backed up automatically. It will be a manual backup. This backup should be done before creating a wallet and making a deposit. Please do the backup method from “Other” -> “Export Account”. If there are multiple accounts, please back them up. How to import into NanoWallet is as described above. T…

If you use telegram you could join the helpdesk chat

NEM::Helpdesk

Also maybe you could contact @mizunashi
it seems he helped a lot of people to resolve technical issues.

[mizunashi]

Have you private key backup?

[Zhanna]

I use samsung galaxy 8 plus edge. The version of my application is 1.0.69. BETA Mainnet. I just enter the password, no secret key was given to me. Android 7.0.

[Zhanna]

Android 7.0. I use samsung galaxy 8 plus edge. The version of my application is 1.0.69. BETA Mainnet. I just enter the password, no secret key was given to me.

[mizunashi]

I do not understand the situation.

Has it become useless in the already used state?
When you can not use it, what did you do after that?
Example: Android OS version upgrade, wallet update etc.

For mobile wallets as well as for NanoWallet, you also need to take a backup before you make a deposit.

If something happens and the secret key is lost, the backed-up secret key is absolutely necessary.

Thank you.