Tangem Customer Service — Practical, Technical, and Security-Focused Guidance

Overview of Tangem support philosophy

Tangem provides customer support for self-custody hardware products (card-style wallets and Signer devices) with a focus on device integrity, user security, and reproducible outcomes. Support is primarily operational: activation, pairing, firmware updates, transaction signing, lost/damaged card procedures, and integration issues with wallets or exchanges. Because Tangem devices never expose private keys to servers, most support work is diagnostic and procedural rather than credential recovery.

As a result, Tangem’s support processes emphasize reproducible steps, device logs, and clearly defined escalation paths. Expect the support interaction to require screenshots, app logs, device serial numbers (visible on the card’s packaging and in the app), and precise descriptions of firmware and app versions so agents can validate hardware state without ever requesting private keys or recovery phrases.

Contact channels and expected response times

Primary contact points are the official help center and in-app support. The canonical web address is https://tangem.com and the support portal is at https://support.tangem.com. Tangem typically channels inquiries through the support portal so agents can track ticket history and attach device diagnostics. Phone support is uncommon for hardware-wallet vendors and Tangem follows this industry pattern; telephone escalation is rare and usually handled internally for high-priority enterprise customers.

Typical response times for initial triage are 24–72 hours for consumer tickets and 4–8 business hours for enterprise or paid-account customers. For high-priority incidents (device failure at point-of-sale, enterprise integration outage), insist on “priority” classification in the portal and provide transaction IDs, app logs, and device serial numbers to shorten diagnosis time.

• Support portal: https://support.tangem.com — primary ticketing, KB articles, RMA initiation.
• In-app support: built into Tangem Wallet / Tangem Signer apps — useful for logs and direct device context.
• Email: use the support portal’s generated correspondence; avoid sending private keys or seed phrases over email (Tangem will never request them).
• Social channels and community: official channels (LinkedIn/Twitter/X) and community forums can help with non-sensitive questions and product announcements.

Common issues and step-by-step resolutions

Activation and pairing: If a card won’t pair or the app reports “device not recognized,” verify Bluetooth permissions, OS version (Android 8+/iOS 13+ typical minima), and that the app is the latest release. Remove the card from the app and repeat the pairing sequence: open the Tangem app, tap “Add card,” tap the card, and follow the on-screen prompts. If pairing fails repeatedly, export the in-app logs (Settings → Support → Send logs) before raising a ticket.

Firmware and transaction signing problems: Before pursuing an RMA, ensure the card’s firmware version (visible in app settings) matches the latest supported release. Firmware mismatches can cause transaction rejection. For signing errors, collect the unsigned transaction hex, the wallet or exchange used, exact time stamps, and replicate the transaction on a different device if possible. These artifacts accelerate root-cause analysis.

Warranty, returns, and replacement process

Warranty and replacement are process-driven: Tangem’s typical hardware warranty covers manufacturing defects and is activated from the date of purchase — consult the support portal for the specific duration applicable in your country. If a card is physically damaged or bricked, you will need to open an RMA via the support portal, provide proof of purchase (order number or invoice), device serial number, and a short description of the failure.

Replacement cost and logistics depend on region and whether the failure is warranty-covered. For non-warranty replacements customers commonly pay the device retail price plus shipping; for warranty-covered RMA, customers may still be responsible for return shipping. Typical turnaround from RMA approval to replacement shipment is 5–21 business days depending on stock and region. Always request a tracking number and keep order/invoice PDFs until the process completes.

Security, privacy, and what Tangem support will never ask

Security is central to Tangem support procedures. Tangem agents will never ask for your private key, full seed phrase, or the 24-word recovery phrase. They may ask for the card serial number, transaction hashes, wallet addresses, and anonymized app logs that do not contain private keys. If any support interaction requests credentials or seed data, treat it as a phishing attempt and report it via the support portal immediately.

When sharing logs, redact unrelated personal data where possible. For enterprise integrations, Tangem support may request cryptographic samples (signed payloads, public keys) and integration manifests (API versions, SDK versions, OS builds). Keep such artifacts organized — filename conventions like YYYYMMDD_device_serial_action.log help both you and the agent diagnose faster.

How to prepare a strong support ticket

Prepare: include device serial (printed on card or visible in-app), app name and exact version, OS and build number, location/time of failure, transaction IDs, and purchase/order number. These items reduce back-and-forth and shorten resolution time significantly.

Attach: at least one clear photo of the card and packaging, a screenshot of the app error, the exported app log file, and if applicable the unsigned transaction hex or signed transaction bytes. If multiple devices are involved, label each artifact with the device serial to avoid confusion.

Practical tips to speed up resolution

1) Replicate the issue on another phone or OS when possible; this distinguishes between device, app, and environment issues. 2) Keep order numbers, serials, and firmware versions in one place: this saves time when an agent asks for them. 3) Use the support portal for formal RMA initiation and keep ticket IDs in email subjects for traceability.

• Checklist for ticket opening: device serial, purchase invoice/order number, app + OS versions, screenshots, exported logs, transaction hashes (if relevant).