Troubleshooting & Support
I am unable to reach support and some World Money functionalities have been restricted.
Why can’t I contact Support?
If you are unable to contact Support, this means that an action has been taken to restrict certain World Money functionalities. As a result, Support access is no longer available.
For security and integrity reasons, we do not provide further details regarding this determination.
What can I still do in the app?
While some features are restricted, you can still use your self-custodial wallet functionalities.
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Accessing your funds
To access the funds in your wallet and vaults, please ensure you are logged into your account on the correct phone.
Need help with wallet actions?
Although Support access is restricted, you can still manage your tokens using the following guides:
These articles provide step-by-step instructions to help you use your wallet functionalities.
Additional information
For further details, please refer to our Terms and Conditions .
If you would like to request data deletion, please see: How do I delete my data? . All requests are reviewed in accordance with our Privacy Notice and applicable legal obligations.
Translations may differ slightly from the original English content. For the most accurate information, please refer to the article's English version if any discrepancies occur.
What are some troubleshooting steps that I can take for World Money issues?
We understand that encountering issues with World Money can be frustrating. To help you resolve these problems quickly, we recommend you going through our troubleshooting steps. Each step is designed to address common issues and ensure that your app is running smoothly.
Let’s go through these steps together to understand what each one is trying to accomplish.
1. Disable Secondary SIM on Dual-SIM Devices
Purpose: If you’re using a dual-SIM device, it’s possible that the SIM not connected to the internet could be causing conflicts. By disabling the secondary SIM, you ensure that your device is using the correct connection for World Money.
What to do: Go to your device’s settings and disable the SIM card you’re not using for data.
2. Double Check Your Internet Connection
Purpose: A stable internet connection is essential for World Money to function properly. If your connection is weak, the app may not work as expected.
What to do: Ensure that you are connected to a reliable WiFi network or that your mobile data is working correctly. You can also try switching between WiFi and mobile data.
3. Verify App Source
Purpose: To ensure the security and integrity of World Money, it’s important that it is downloaded from an official source, such as the App Store (iOS) or Play Store (Android).
What to do: Double-check that you downloaded the app from the official App Store or Play Store. If not, uninstall the app and reinstall it from the correct source. You can download the latest app version from here: https://world.org/?download
4. Check for Operating System Updates
Purpose: Outdated operating systems can cause compatibility issues with the app. Keeping your device’s OS up to date ensures that all features work correctly.
What to do: Go to your device’s settings, check for software updates, and install any available updates. You can verify this by authenticating in the Play Store or App Store.
5. Ensure Device Software Is Up to Date
Purpose: In addition to the operating system, your device’s software must be up to date to avoid potential conflicts or bugs.
What to do: Regularly check for and install updates for both your device’s operating system and any related software.
6. Force Quit the App
Purpose: Sometimes, apps can get stuck or unresponsive. Force quitting the app can refresh it and clear any temporary issues.
What to do: Swipe up on the app preview from the app switcher, or press the home button twice and swipe up on the app preview.
7. Switch Internet Connection
Purpose: Switching from mobile data to Wi-Fi (or vice versa) can help determine if the issue is related to your current network connection.
What to do: If you’re using mobile data, switch to Wi-Fi and see if the issue persists. If you’re on Wi-Fi, try using mobile data.
8. Deactivate Your VPN
Purpose: VPNs can sometimes interfere with app functionality, especially if the VPN’s server is experiencing issues or is in a restricted location.
What to do: Turn off your VPN and try using the app again. If the app works without the VPN, the issue may be related to the VPN service.
9. Restart Your Device
Purpose: Restarting your device can resolve many temporary glitches by refreshing the system and clearing any minor software issues.
What to do: Turn off your device, wait for about 5 minutes, and then turn it back on.
10. Wait and Try Again
Purpose: Sometimes, temporary server issues or network congestion can cause problems. Waiting a few hours before trying again can resolve these issues.
What to do: Close the app, wait for a few hours, and then reopen it to see if the issue is resolved.
11. Check if Your Android Device Is Rooted
For security reasons, World Money does not support rooted Android devices. Rooting disables key protections and can expose your data and wallet to security threats.
If your device is rooted, you may see a warning and the app may not work correctly.
To fix this:
1. Unroot your device by following your device manufacturer's instructions; or
2. Use a different, non-rooted device to access World Money.
3. Ensure all Android system updates are installed.
4. Reinstall World Money from the Google Play Store.
5. Restart your device, then try again. If your device is no longer rooted but the issue persists, contact World Money Support.
12. Check if Your iOS Device Is Jailbroken
World Money requires a secure, unmodified iOS environment to function correctly. If your iPhone has been jailbroken, some built-in security protections are removed, which may put your data and wallet at risk.
If your device is detected as jailbroken, you will see a “Jailbreak detected” warning and the app may not work properly.
To fix this:
- Restore your device to its original iOS version using Apple’s official steps to remove the jailbreak; or
- Use an iPhone that has not been jailbroken to access World Money.
- Make sure your device is updated to the latest version of iOS.
- Reinstall World Money app from the App Store.
- Restart your device and try again. If your device is no longer jailbroken but the issue continues, contact World Money Support.
Translations may differ slightly from the original English content. For the most accurate information, please refer to the article's English version if any discrepancies occur.
How do I report a safety issue or suspicious activity?
Important: We at World take safety very seriously. If there is a serious risk or injury that requires immediate attention, please contact your local emergency services for assistance. Do not wait for a response from World Support.
Please report any of the following concerns to our Support team:
- Scams, phishing or suspected fraud involving your account
- Unrecognized account activity or transactions
- Harassment, threats, or disruptive behavior
- Any other safety or security concern
Reminders to protect your account:
- Never send money or complete a transaction with someone you do not know or trust
- Be cautious of offers that seem too good to be true or anyone who pressures you to act immediately
- Do not click unfamiliar links
- Never share your private key, password, login details, or one-time verification codes with anyone - including anyone claiming to be World Support
If you are unsure whether a message or offer is legitimate, do not respond. Open World Money yourself and contact Support through the official chat path.
Submitting a report through World Money
Our team reviews all reports and will get back to you as soon as possible. Even if you are unsure whether something is serious, please report it.
- While the app is open, tap the Profile icon at the top corner of the screen
- Open the Support option
- Tap the headset icon to get in touch with our Support team
- Share the following details:
- Describe what happened and include as much detail as possible
- The date, time, location, or relevant parties related to the situation or incident
- Share any screenshots or evidence
Your report is kept confidential and won't affect your account. Patterns across multiple reports help us identify and stop bad actors.
Translations may differ slightly from the original English content. For the most accurate information, please refer to the article's English version if any discrepancies occur.
How do I set a custom Transaction Relayer in World Money?
What is a transaction relayer?
A transaction relayer is a communications service that broadcasts the transaction you have already signed with your own keys to the blockchain. The relayer does not take custody of your tokens or private keys. World Money allows you to configure a custom transaction relayer for your transactions.
By default, your World Money transactions will utilize the World Transaction Proxy, which routes them to third-party ERC-4337 bundlers (such as Pimlico or Alchemy) that support World Chain.
While many users may choose not to change this setting, those seeking additional control over how their ERC-4337 smart account transactions are submitted to the blockchain may choose to do so.
What happens if I change it?
If you set a custom relayer:
- All blockchain transactions in World Money will use your selected relayer
- This includes token transfers and Mini App transactions
If your relayer is unavailable, incorrectly configured, or does not support bundler sponsored transactions (also called boosted paymasters), transactions may fail.
Please note that depending on where you or your chosen relayer operate, relayer activity can be regulated as money services or crypto-asset services. World Money itself does not provide transfer services and does not intermediate or hold customer funds. If you opt to use a custom relayer, you are responsible for ensuring that the relayer meets any licensing or registration requirements in your jurisdiction.
How do I change the transaction relayer in World Money?
- Navigate to your profile icon to launch the Settings page
- Select Wallet
- Open Advanced Settings
- Select Transaction Relayer
- Paste your ERC-4337-compatible relayer URL
- Save your changes
Once saved, World Money will use your selected relayer for future transactions.
If the URL is invalid or not supported, you will see an error message in the app.
You can switch back to the default setting at any time.
Understanding Network Fees
Network fees fluctuate based on network congestion and are outside World Money's control.
World Money displays estimated network fees. Always review the quote on-screen before approving the transaction.
Network fees are paid directly to block validators. World Money does not receive or retain any pay or part of network fees. If you switch to a custom relayer, World Money cannot guarantee or display how much you may be charged per transaction.
When using a custom relayer, you are responsible for configuring your relayer’s network fee policies, including any maximum fee limits.
World Money does not control third-party relayers and is not responsible for transaction costs incurred through custom relayer configurations.
Support Information
- If you are using the default relayer configuration (World Transaction Proxy), World Money Support can help investigate issues within the app experience.
- If you are using a custom relayer, issues related to transaction submission, delays, or failures may need to be resolved with the relayer provider you selected.
World Money Support cannot troubleshoot or manage third-party relayer infrastructure.
If you’re experiencing transaction failures and are unsure whether your relayer is the cause, you can switch back to the default relayer and try again.
Translations may differ slightly from the original English content. For the most accurate information, please refer to the article's English version if any discrepancies occur.
How do I change the Help Center's language?
Our Help Center supports multiple languages to help users access information more easily. Please review the steps below to see how and when it's possible to change the language of the Help Center or individual articles.
Supported Languages
These are the languages currently available in our Help Center:
- Chinese (Traditional)
- English (United States)
- English (UK)
- German
- Indonesian
- Italian
- Japanese
- Korean
- Polish
- Portuguese (Portugal)
- Spanish (Latin America)
- Spanish (Spain)
- Thai
How to Change the Language
No matter how you access the Help Center, you can switch to a supported language using the language menu at the top right of the page or article.
Look for the language selector in the top right corner.
Click the menu and select your preferred language.
The page or article will reload in the chosen language.
This works when you are:
Browsing the Help Center in World Money (mobile or web).
Accessing the Help Center via a web browser at support.world.org.
Opening an article through chat links.
Translations may differ slightly from the original English content. For the most accurate information, please refer to the article's English version if any discrepancies occur.
My search didn’t return any results, what can I do?
You may have arrived here by mistake or through an automatic help trigger. This might be caused by:
- An unexpected search term.
- A technical error or misclick.
- A link from inside the app that didn’t load as expected.
Try the following tips to improve your search:
- Check your spelling – even a small typo can change results.
- Use different keywords – try synonyms or simpler terms.
- Use fewer words – one or two keywords often work better than full sentences.
- Avoid special characters – stick to plain letters and numbers.
If you can’t find what you’re looking for, here are some options:
- Browse our Help Center: https://support.world.org/
- Contact our Support team to request assistance.
Translations may differ slightly from the original English content. For the most accurate information, please refer to the article's English version if any discrepancies occur.
How can I check the status of World Money and its features?
World Money may encounter occasional issues resulting in certain features being temporarily unavailable. To stay informed about the status of World Money and its specific features like Account Creation and Withdrawals, please visit the dedicated status page.
By accessing the status page, you can obtain real-time updates on any ongoing service disruptions or maintenance activities. This will help you stay informed about the current operational status of World Money. We apologize for any inconvenience caused and appreciate your understanding.
For more detailed information regarding the status of World services, please visit https://status.world.org.
Why is my World Money feature not available in my country?
Features available to you will appear in your app. If something is grayed out or shows a Coming Soon message, it is not yet available in your region.
Feature availability can vary due to different factors, such as:
- Local regulations and partnerships in a region
- Compliance requirements differ
- Product rollouts happen in phases
Unfortunately, we cannot provide specific timelines for feature launches. Ensure your app is updated to the latest version, and check that your location settings are accurate so you're able to see the features available in your region as they become available.
Translations may differ slightly from the original English content. For the most accurate information, please refer to the article’s English version if any discrepancies occur.
Why can't you recover my account or change passwords on my behalf?
Understanding Data Storage Rules and Account Recovery Limitations
Your security and privacy are our top priorities. To maintain the highest level of security, we have implemented strict data storage rules that ensure your personal information and account details remain under your control.
Here's why we cannot assist you with recovering accounts or changing passwords on your behalf:
1. Non-Custodial Account Structure
World Money operates as a non-custodial service, which means that we do not have access to your private keys, passkeys, passwords, or any other sensitive information associated with your account. This ensures that only you have control over your account, but it also means that if you lose your passwords, passkeys or private keys, we cannot recover them for you.
Key Points:
- Your Keys, Your Control: Since we don’t store your private keys, passkeys, or passwords, you are the only one who can manage access to your account.
- No Backdoor Access: Our system is designed without any backdoor or administrative access to user accounts, making it impossible for us to intervene directly.
2. User Responsibility
Because of our non-custodial model, it’s essential that you take responsibility for securing your own account information. We strongly recommend enabling all available security features to help protect your account.
3. What You Can Do
If you find yourself locked out of your account, here’s what you can do:
- Use a Saved Login Method: If you have set up a login method in your account settings, you can recover your account by following the instructions in this article: How do I restore access to my account?
- Verification Through Orb (Not Available Yet): Our team is working on implementing Orb verification as an additional method for account recovery in the future.
4. How We Help
While we cannot recover your account for you, we are here to guide you through the steps you can take to protect your account and troubleshoot issues:
- Help Center: Visit other articles in our Help Center for detailed information on account security and recovery options.
- Support Team: Contact our support team for guidance on how to secure your account and prevent future issues.
By empowering you with full control over your account, we help ensure that your data remains secure. Remember to use all available security features and keep your account information safe.
Translations may differ slightly from the original English content. For the most accurate information, please refer to the article's English version if any discrepancies occur.
How do I change the currency displayed in World Money?
To give you a better sense of the value of your World Money balance, you can interact with our app in your local currency.
To change your local currency:
- Tap your profile icon to open the Settings page and select Wallet
- Tap on Currency
- Search or select a new currency from a list of available currencies
We'll have more currencies available to choose from as we continue to expand.
Please note: World Money refreshes throughout the day to reflect the most up-to-date exchange rate. The exchange rate that our app follows may be different from the ones you are using.
Translations may differ slightly from the original English content. For the most accurate information, please refer to the article's English version if any discrepancies occur.
I can't find what I need. How do I contact support?
If you couldn't find the answers to what you're looking for and are still having trouble with a specific issue, you can contact our Support Team through World Money by following these steps:
- Tap your profile icon in the Home tab of World Money to open the Settings page.
- Scroll down and select Support
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Tap the headset icon to proceed
Be sure to share as much detail as you can, and provide any screenshots that will help describe your issue.
Translations may differ slightly from the original English content. For the most accurate information, please refer to the article's English version if any discrepancies occur.