Technical Issues

My Points from staking isn’t showing up?

Chains that are not supported with in-app staking are currently not receiving Nansen Points. The Points are safely accumulating in the background. They will be made available retroactively once in-app support is live.

If your asset listed as a supported chain for in-app staking, but still isn’t showing Points, please reach out to our support team for assistance.

Why can't I connect my wallet to my account? It says it's already linked to another email.

It seems that your wallet is already connected to another Nansen account. Each wallet can only be linked to one account at a time to maintain Points system integrity and prevent exploitation.

To resolve this, here are your options:

• Option 1: Sign in using the original email connected to your wallet to access your existing account and Points.

• Option 2: If you want to move your wallet to a different account, our support team can help by

  • Disconnecting the wallet from the current account (only possible if no rewards have been redeemed)

  • Allowing you to reconnect it to your preferred account

If you need assistance here, we’re happy to help. Contact our support team—they can help you disconnect wallets when appropriate and guide you through the reconnection process.

Important Note: Once Points rewards have been redeemed, wallet connections cannot be changed.

I tried redeeming a perk but the link/code didn’t work. How do I fix it?

For partner rewards, connect directly with the partner for code assistance. For Nansen-exclusive perks, use the in-app feedback feature (top right corner) to alert us—we'll resolve it quickly.

Will I lose my perks or points if there’s a bug or system delay?

Never. Your Points are fortress-secure and continuously backed up. We guarantee you'll receive everything you've earned and maintain uninterrupted access to your benefits.