Answers to the questions our support team sees most often. If your issue isn’t covered here, message us via the chat bubble in the bottom-right corner.
My deposit hasn’t arrived yet
Cross-chain transfers normally settle within a couple of minutes, but they have more moving parts than a simple on-chain send. An IBC transfer occasionally waits on a relayer. The funds are never lost in transit: the transfer either completes or times out and returns to the sending account.
If a transfer still hasn’t appeared after 30 minutes, contact us through the messenger with the transaction hash and we’ll trace it.
My balance isn’t showing
First try refreshing the page and reconnecting your wallet. Also check the network selector in the deposit or withdraw window, because a token sent on one network won’t show under another. If the balance is visible in your wallet but not in the app, a reconnect almost always resolves it.
I was charged more than I expected
Nolus does not add fees on deposits or withdrawals. The fees you may encounter belong to third parties, mainly DEX swap fees when a position is opened or closed. The Fee Structure article breaks down exactly what is charged where.
Can I send assets to another wallet from the app?
No. The app supports deposits and withdrawals across networks, but not direct wallet-to-wallet transfers. To send tokens to another address, use your connected wallet’s own interface, for example Keplr or Leap: select the token, enter the recipient’s address, and confirm.
Why did my position change without me doing anything?
If the market moved against your position far enough, the protocol may have partially liquidated it to keep it solvent. See Liquidations Explained in the Margin Positions collection for how this works and how to avoid it.
Where can I learn more?
Product concepts live in the Understand Nolus collection
Technical protocol documentation lives at docs.nolus.io
Release announcements are published on the Nolus Blog