Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My funds in Trust wallet and I can't remove my funds.

  Business Response

  Date: 12/02/2025

  Hello,
  Were sorry to hear that youre having trouble moving your funds. We understand how frustrating this can be, and were here to help guide you.
  Please note that Trust Wallet is a non-custodial wallet, meaning you have full control over your assets Trust Wallet cannot block, freeze, or restrict any transfers. If a transaction is not going through, its usually due to one of the following:
  1. Insufficient ************* Fees
  Most blockchains require a small amount of the native token (BNB, ETH, TRX, etc.) to process a transaction.
  Please check that you have enough of the correct gas token in your wallet.
  2. Network Congestion or ******* Settings
  If the network is busy, transactions may get stuck or fail. Try increasing the gas fee or speed (if supported by the network).
  3. Token or Network Not Supported on Destination
  Make sure the network youre sending on matches the receiving platform exactly.
  (Example: BEP20 to BEP20, ERC20 to ERC20, etc.)
  4. Pending or Stuck Transactions
  You may need to wait for the previous transaction to clear, or manually speed up/cancel it depending on the blockchain.
  If you can share more details such as the network youre using or what error message youre seeing (but never your recovery phrase or private keys) we can guide you more specifically.
  Thank you for your patience, and were here to help you resolve this.
  Trust Wallet Support

• Initial Complaint

  Date:08/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Don't use trust wallet i am not able to recover my key

  Business Response

  Date: 12/02/2025

  Were sorry to hear that youre experiencing difficulties recovering your wallet. We understand how stressful this can be, and were here to help clarify the situation.
  Please note that Trust Wallet is a self-custody wallet, which means your recovery phrase (Secret Phrase/Private Key) is generated and stored only on your device. For your security:
  Trust Wallet does not store, access, or recover recovery phrases
  We cannot reset or regenerate a recovery phrase
  Anyone who has the recovery phrase can access the wallet, and without it, no one including Trust Wallet can restore it
  If you still have access to your original device or backup, please check:
  Trust Wallet ? Settings ? Wallets to see if the correct wallet is still there
  Any secure location where you may have written down or saved the recovery phrase
  Cloud backups, notes, password managers, or encrypted files where you may have stored it
  If the recovery phrase is lost and cannot be found, we unfortunately have no technical way to restore the wallet or access the funds. This is a fundamental security principle of decentralized wallets.
  If youd like, feel free to share more details (but never your recovery phrase), and well do our best to guide you through any steps that may help.
  Thank you for your understanding.
  Trust Wallet Support

• Initial Complaint

  Date:08/08/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Faced an problem where customer contacted me but i was unable to help

  Business Response

  Date: 12/01/2025

  Hello,
  Thank you for contacting Trust Wallet Support. Were very sorry that we were unable to assist you fully during your previous interaction. We understand how frustrating that can be, and we appreciate your patience.
  To help us resolve this issue as quickly as possible, please provide the following details:
  A clear description of the problem youre facing
  Any error messages youve received
  The type of device and app version youre using
  (If applicable) the transaction hash (TXID)
  Please do not share any recovery phrases, private keys, or passwords, as our team will never ask for them.
  Once we receive this information, well review your case and get back to you with the next steps.
  Thank you for giving us another chance to help.
  Best regards,
  Trust Wallet Support Team

• Initial Complaint

  Date:07/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cant access the network to claim my dividends. Per help desk want me to deposit $8500 in a bitcoin atm to recover my dividends owed. Sounds fishy

  Business Response

  Date: 12/02/2025

  Hello,
  Thank you for bringing this to our attention and you are absolutely right to be cautious.
  What youre describing is not a legitimate process and is a known scam tactic.
  ?? Trust Wallet will NEVER:
  Ask you to deposit money to unlock, verify, or claim funds
  Request payment through ******* ATMs or any other method
  Contact you asking for personal information or funds
  Require any fee to access your own assets
  ?? The request for an $8,500 deposit to recover dividends is 100% fraudulent.
  Scammers often pose as help desks, support agents, or investment platforms. They may claim your funds are locked or require verification, but this is a scam to steal more money.
  ?? What you should do immediately:
  STOP all communication with whoever asked you for money
  Do not send any funds
  Never share your recovery phrase or private keys
  If you provided screenshots or access to your device, secure your ********************** and device immediately
  Report the scammer to the platform where you contacted them (Telegram, WhatsApp, email, etc.)
  If you have questions about your wallet, were here to help clarify anything  but please remember:
  Only you control your wallet, and no one can unlock or release your funds except you.
  Stay safe, and thank you for checking before sending anything.
  Trust Wallet Support

• Initial Complaint

  Date:07/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received my 177. Dollars in light coin and immediately someone had transferred my money to another place. I was told I cant get my money back and I have the pictures of the transaction

  Business Response

  Date: 12/02/2025

  Hello,
  Were very sorry to hear about your situation we understand how upsetting this can be.
  Please note that Trust Wallet is a non-custodial wallet, meaning only the holder of the recovery phrase or private keys has control over the funds. If someone was able to transfer your Litecoin, it means they gained access to your wallets recovery phrase/private key.
  Unfortunately, blockchain transactions are irreversible, and once funds are transferred to another address, they cannot be retrieved by Trust Wallet or any third party.
  What you should do immediately:
  Stop using the compromised wallet
  Create a new wallet
  Transfer any remaining assets to the new wallet (if safe)
  Make sure your new recovery phrase is kept offline and never shared with anyone
  Report the theft to local authorities you can provide the transaction screenshots as evidence
  Please remember:
  Trust Wallet support will never ask for your recovery phrase, private keys, or ask you to send funds.
  If you need help securing your new wallet, were here to guide you.
  Trust Wallet Support

• Initial Complaint

  Date:07/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fraudulent offered a promotion getting do the promotion got all my credit card accounts closed in their passengers took money out of my account without my permission and will not I will keep you alive offered a promotion getting do the promotion got all my credit card accounts closed in their passengers took money out of my account without my permission and will not I will keep you alive

  Business Response

  Date: 12/02/2025

  Hello,
  We are very sorry to hear about what happened, but its important to clarify that the situation you described did not come from Trust Wallet.
  ?? Trust Wallet does NOT:
  Offer promotions of any kind
  Ask users to complete tasks or promotions
  Request credit card information
  Access or withdraw money from bank or credit card accounts
  Close credit card accounts
  Contact users through phone, text, or social media
  Ask for personal or financial information
  What you experienced is a scam carried out by people impersonating Trust Wallet or pretending to be connected to us.
  Trust Wallet has no ability to access your bank accounts, credit cards, or financial information.
  ?? What you should do immediately:
  Contact your bank or credit card issuer to report unauthorized charges
  Change passwords for any accounts that may be compromised
  Scan your device for malware
  Avoid any communication with the scammers
  Report the scam to your local authorities
  If someone claimed to be Trust Wallet and took money from your accounts, they were criminals, not Trust Wallet.
  Your safety is our top priority, and we encourage you to only use official Trust Wallet channels.
  Trust Wallet Support

• Initial Complaint

  Date:07/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Having issues getting the system to accept a payment. Tried mutiple payments... ******, ***** **********, credit card...... even lowered the amount i tried to send, changed the actual product i wanted and it still wouldnt accept the debit.This company is a financial company that has no proper phone number for calling to get help. There system says there has been so many complaints that the customer service is no longer accepting issues/complaints.This cant be proper for a financial company with access to all my personal info. Needs addressed asap!!!!

  Business Response

  Date: 12/02/2025

  Hello,
  Thank you for reaching out, and we want to clarify the situation so you receive accurate information.
  ?? Trust Wallet does not process payments
  Trust Wallet is a non-custodial crypto wallet, and we do not handle:
  Debit/credit card payments
  PayPal payments
  Product purchases
  Order processing
  Customer billing
  User financial information for payment methods
  Any issues involving failed card payments or product purchases are not related to Trust Wallet, as we do not offer these services.
  ?? Trust Wallet also does not have a phone number
  If you found a website or message claiming that Trust Wallet:
  Has phone support
  Processes payments
  Accepts or declines debit/credit transactions
  Has a customer service line that is no longer accepting complaints
  then you were not dealing with the real Trust Wallet.
  ?? This may be a scam website or impersonator
  Please make sure you are using:
  The official Trust Wallet app, and
  The official website (never through ads or third-party links)
  ?? Your personal financial information is not stored by Trust Wallet
  Since we do not process payments, Trust Wallet never stores your card details or billing information.
  If you can share (without links) where you attempted the payment, we can help you check whether it was legitimate.
  Your safety is our priority, and we appreciate you contacting us before proceeding further.
  Trust Wallet Support

• Initial Complaint

  Date:08/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First quarter 2023 I received a strange screen banner when I logged into my account. Upon receiving this face change to my account, the account balance was not visible. I did not understand what happened to my account and contacted Trust wallet customer service. I was told my money was put into blockchain and I need to pay a large sum of money to get my money out and receive a reward of ***** ETH. Trust Wallet was contacted many-many times and eventually my balance disappeared to $0.00.I had over $100k in the account not including gains that have been stolen.

  Business Response

  Date: 12/02/2025

  Hello,
  We are very sorry to hear about your experience, and we want to address your concerns directly because the situation you described did not come from Trust Wallet.
  ?? What you were told is a scam.
  Trust Wallet does not:
  Lock accounts
  Require unlock fees
  Ask users to pay money to withdraw funds
  Offer rewards for paying fees
  Display banners requiring payment
  Move user funds into blockchain holding
  Contact users asking for money
  Change your balance visibility
  Anyone who told you to pay a large sum of money to release your funds or claim rewards was not Trust Wallet.
  ?? Trust Wallet is a non-custodial wallet
  This means:
  Only the person with the recovery phrase/private key controls the wallet
  Trust Wallet cannot freeze, access, hide, move, or recover funds
  If your funds disappeared, it means your recovery phrase was compromised, often through scammers pretending to be support
  About Your Balance Going to $0
  This happens when a scammer gains access to the recovery phrase and drains the wallet.
  Trust Wallet cannot reverse blockchain transactions or recover stolen assets.
  What You Should Do Now
  Stop using the compromised wallet immediately
  Create a new wallet and secure the recovery phrase offline
  Fully scan your device for malware
  Report the theft to your local authorities and provide transaction IDs
  Report the scammer on the platform where you contacted them
  Important Reminder
  Trust Wallet only provides support through the in-app system.
  We have no phone numbers, no live chat, no payment requirements, and we will never ask for your recovery phrase.
  We understand how painful this situation is, and we are here to guide you on how to secure your assets going forward. Unfortunately, once a recovery phrase is exposed, the wallet cannot be recovered or protected.
  Trust Wallet Support

• Initial Complaint

  Date:08/15/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around $50k crypto stolen from my wallet on July 4th, 2024. I personally did not click on a suspicious link, emails, etc. The hacker somehow got into my account for reasons unknown. I contacted Trust Wallet for support, then I receive an automated email asking for several documents. I send those documents responding to there email and get NO response. Then 4-5 days later they close the case. I tried this method 5-6 times and the only way to get in touch with them is through email. They take no consideration of victims that experience this kind of theft. Horrible customer support and horrible platform to store crypto. This company is meant to provide protection against hackers & a secure way to store crypto, they must have some kind of on going security glitch that doesnt always go public. I'll be filing reports to as many higher authorities as possible against this company. They had a class action law suit for a similar issue around a year ago I am also trying to join.

  Business Response

  Date: 12/02/2025

  Hello,
  We are truly sorry to hear about the loss of your funds. We understand how devastating this situation is, and we want to address your concerns clearly.
  First, it is important to clarify that Trust Wallet is a non-custodial wallet. This means:
  We do not have access to user ***********************, funds, or private keys
  We cannot move, freeze, or retrieve funds on behalf of users
  Only someone with access to the recovery phrase or private keys can control a wallet
  If your funds were transferred, it unfortunately means the attacker gained access to your recovery phrase or private key this can happen through malware, device compromise, phishing, or other security breaches outside of the app.
  Regarding Your Support Case
  We apologize if your experience with support felt unhelpful. When a case is closed automatically, it typically means the documents or information required for verification were incomplete, unreadable, or did not meet the criteria needed to proceed.
  You are always welcome to reopen the case through the official in-app support system, which is the only secure channel we use.
  Please also note:
  ?? Trust Wallet does not have phone support
  ?? Trust Wallet will never request your recovery phrase
  ?? We do not have the ability to reverse blockchain transactions
  About Claims of Security Glitches
  There is no known security breach in the Trust Wallet application. When wallet theft occurs, it is almost always due to:
  Device or email compromise
  Malware or keyloggers
  Recovery phrase exposure
  Use of unofficial or modified apps
  Storing the recovery phrase digitally
  We encourage you to create a new wallet and secure it properly if you have not already done so.
  What You Can Do Next
  While we cannot reverse blockchain transactions, you may take additional steps:
  File a report with your local authorities
  Report the address involved to blockchain explorers or reporting platforms
  Ensure your device is fully scanned and secured
  Continue communication with our support team through the official in-app channel
  We understand the frustration and the pain caused by this incident, and we are committed to helping you understand what happened and how to secure your assets moving forward.
  Trust Wallet Support

  Customer Answer

  Date: 12/03/2025

   
  Complaint: 22146876
  
  I am rejecting this response because:

  Your response is yet another example of Trust Wallet refusing to take accountability, deflecting responsibility, and hiding behind generic boilerplate statements instead of addressing the facts of this case and your platforms documented history of security failures.

  
  1. Trust Wallet keeps claiming no known security breach, despite past lawsuits proving otherwise.
  Your company has already faced class-action litigation for the exact same issue: users having their funds drained due to vulnerabilities in your application.
  So please stop pretending this is an isolated, user-error situation. It is not.

  2. You repeatedly closed my support cases without explanation despite receiving full documentation.
  I submitted every document your team requested.
  Each time, you closed the case within days without review, response, or follow-up.
  Then you claim the documents were incomplete or unreadable.  That is not only false its provably false.  I have timestamped evidence of every submission.  This is not user error.  This is your support team avoiding accountability.

  3. You ignored all federal complaints for over a year.
  I filed reports with: ***, IC3, FTC, CFBP, BBB.  You ignored every single one for 1.5 years, only responding now because BBB forced a public disclosure.  That is not the behavior of a company that cares about user safety.  That is the behavior of a company trying to limit liability.

  4. The it must be your fault script is insulting and unacceptable.  Your response lists the usual copy-paste excuses:
  device compromise,
  phishing,
  malware,
  recovery phrase exposure.
  I take security extremely seriously, and nothing in your message shows even the slightest effort to investigate what actually happened.
  You did not: review logs, check for known vulnerabilities, perform blockchain analysis, ask detailed questions, escalate to a technical team. The entire reply is an attempt to shift blame onto the victim without performing any actual investigation.

  5. You claim you offer support only through the app, yet you closed my in-app cases without reading them.  If in-app support is the only secure channel, why did your team repeatedly shut down my in-app cases after I submitted all required documentation?  That contradicts everything you stated in your BBB response.

  6. Trust Wallet markets itself as safe and secure but refuses to investigate security failures.  You promote Trust Wallet as a secure, industry-leading wallet, then claim you have zero responsibility when users lose tens of thousands of dollars due to potential vulnerabilities.  You cant have it both ways.  If you are going to market security, you must stand behind it, especially when multiple users experience identical theft patterns.

  7. Your response avoids the core issue: why did the wallet get compromised despite proper security practices?
  I did NOT: share my seed phrase, store my seed phrase digitally, download any unofficial apps, use any modified device.  Yet the wallet was still drained.  Your answer offers no explanation because you never even attempted to find one.

  8. I will continue escalating this publicly and legally.  Because your support team has repeatedly failed to engage in good faith, I will continue pursuing: additional regulatory complaints, public documentation of your negligence, legal escalation based on your history of security breaches and prior lawsuits.

  If Trust Wallet refuses to properly investigate or assist its users, then you should expect your pattern of ignoring victims, deflecting blame, and closing cases prematurely to be exposed publicly and legally.

  Sincerely,
  
  *****