FAQs

This section is focused on the frequently asked questions.

How can I backup and recover my account?

Account backup

Your account is a combination of public and private keys (Sr25519 Transactions, DID, X25519 Message) derived from your main Sr25519 account address. To back up these details you will need to follow these instructions.

Firstly, go to 'My account' and then click on the menu icon at the top right of the screen.

Then click on 'Security' with the key icon.

Select Sr25519 key and enter your password.

To back up your seed phrase (mnemonics) click on the eye icon and write down all twelve words in order on a piece of paper (do not make a screenshot and store on your phone)... do not share this will anyone and keep the paper safe.

You can also download a json file. Simply click on the 'Export json' button and select where to store the file.

Account recovery / restore

If you accidentally delete your app (and your account) or you get a new device, you will need to redownload the realXmarket app (see 'Installation').

From the initial app loading screen click 'import account'.

Choose whether to import from the seed phrase (mnemonic) or a json file.

Seed Phase (Mnemonics)

Enter all twelve words in order from your backup piece of paper.

JSON File

Click on the file you saved.

Enter the password and follow instructions to go through KYC.

Where can I see my transaction history?

Your full transaction history can be viewed when you sign in to your account using the web browser. Follow 'Getting start' to understand how to link your mobile with the browser version.

Once you are logged in then navigate to the blue round person icon at the top right of the screen and click on 'profile'.

Click on the 'Transactions' tab to view your acount transaction history.

I need help with a failed transaction

Click on the 'Help' button and type in the steps you performed to make the transaction. This will prompt you to receive advice from the in-app support agent.

Common issues could be;

• Insufficient balance in your account - check the amount you have available (excluding reserved funds)/

• Issue with your KYC status - check your KYC status is passed / green in the settings area.

If you cannot get a satisfactory response after supplying the information plus a few follow up actions, then click to raise a support ticket and one of our team will respond to your issue asap.

What is KYC and how do I complete it?

KYC stands for 'Know Your Customer' (or Know Your Client) and it is a global regulatory requirement that all users under go a series of checks to confirm their identity and suitability to interact with the regulated activity.

The Core Steps of KYC

• Identity Verification: Collecting and confirming standard details like your full name, date of birth, and an ID number.

• Document Verification: Confirming the legitimacy of documents like passports, national ID cards, or utility bills.

• Customer Due Diligence (CDD): Assessing the potential risk a customer might present to the business or platform.

• Ongoing Monitoring: Continuously screening transactions for suspicious behavior and periodically checking for updated customer records.

See the 'Getting started' page to understand the process relating to the realXmarket application.

Can I get a refund or cancel my property share reservation?

Refunds

While there are no actual refunds available once you have bought your property shares. You can cancel your property share reservation at any point up to when the last property share is reserved for a specific property. At this point you will be asked to claim your property shares and your 'reserved' funds will be sent to the SPV account in preparation to pay for the property once the legal process has been completed. If the legal process is not completed within 30 days of the start, then the sale is cancelled and you will be able to claim back your funds by sending your property shares to the SPV account.