Wallet FAQ
General Questions
Do I need MetaMask or any external wallet?
No! FortisArena provides everything. Your wallet is created automatically when you sign up. No seed phrases, no external apps, no gas fees for internal transfers.What’s my wallet address?
You have a UID instead of a complex wallet address:Is there a mobile app for the wallet?
Yes! The wallet is fully integrated into the FortisArena mobile app (iOS & Android). Same features, optimized for mobile.Balances & Earnings
What are the different balance types?
Do I need to manually claim my earnings?
No! All earnings are auto-credited:- Tournament winnings → Instant
- Tips → Real-time
- Guild revenue → Weekly auto-payout
- Org salaries → Scheduled
Why are my tournament winnings showing as “Pending”?
Pending means:- Under review - Anti-cheat verification (24-48 hours)
- Locked - Tournament still ongoing
- Scheduled - Set for future payout
Can I convert between balance types?
Yes:- FRT ↔ FPT: Internal swap (minimal fee)
- Crypto → Fiat: Sell function in wallet
- Fiat → Crypto: Buy function (coming soon)
- Points: Cannot convert (rank only)
Withdrawals
How long do withdrawals take?
What’s the minimum withdrawal amount?
- Crypto: $5 equivalent
- Fiat: $10 equivalent
- Internal: No minimum
Why was my withdrawal rejected?
Common reasons:- KYC incomplete - Verify your identity first
- Daily limit exceeded - Try tomorrow
- Suspicious activity - Contact support
- Bank details incorrect - Update in settings
- Under 18 - Age verification required
Can I cancel a withdrawal?
- Pending withdrawals: Yes, cancel anytime
- Processing withdrawals: Contact support immediately
- Completed withdrawals: Cannot reverse
Security
Is my money safe?
Yes! Multi-layer protection:- Ledger-based accounting (auditable)
- 2FA for all withdrawals
- AI fraud detection
- Manual review for large amounts
- Cold storage for platform reserves
What if I get hacked?
Contact support immediately:- Email: security@fortisarena.io
- 24/7 Hotline: Available in app
Can staff access my wallet?
No!- Staff cannot initiate withdrawals
- Staff cannot see your private keys
- Support can only VIEW transaction history for troubleshooting
- All staff actions are logged and audited
What happens if FortisArena shuts down?
Your on-chain balances (FRT, FPT) are yours forever. You can withdraw to any external wallet anytime. Fiat balances are held in segregated accounts.Fees
What are the fees?
Why am I being charged a fee?
- Crypto withdrawals: Blockchain network fees (not us)
- Fiat withdrawals: Payment processor fees
- Currency swaps: Liquidity provider fees
Are there hidden fees?
No! All fees are shown before you confirm any transaction. No surprises.Technical
What blockchain does Fortis use?
- FRT & FPT: BNB Smart Chain (BSC)
- Supported deposits: BSC, Polygon
- Why BSC?: Low gas fees, fast confirmation
Can I deposit from any exchange?
Yes! Use these networks:- Binance: BSC (BEP20)
- Coinbase: Send to Polygon address
- Other exchanges: Ensure BSC/Polygon network
What if I send crypto to the wrong address?
Unfortunately, blockchain transactions are irreversible. Always:- Double-check the address
- Use copy-paste (not typing)
- Send a small test amount first
- Verify network (BSC/Polygon)
Why is my deposit not showing?
Check:- Confirmations: BSC needs 15+ confirmations
- Network: Did you use BSC/Polygon?
- Address: Correct address?
- Time: Can take up to 30 minutes
Guild & Organization Wallets
Can my guild have a shared wallet?
Coming Q2 2026! Guild Treasury feature will allow:- Multi-signature withdrawals
- Transparent fund management
- Revenue auto-distribution
How do organization payments work?
Organizations can:- Schedule recurring payments to players
- Bulk payouts to entire rosters
- Set different payment tiers
- Auto-convert to fiat for staff
Who controls the guild wallet?
Currently: Guild Master Future: Multi-sig (requires multiple officers to approve)Troubleshooting
My balance shows 0 but I had money!
Possible reasons:- Wrong account - Check you’re logged into correct account
- App not synced - Pull down to refresh
- Maintenance - Check status page
- Locked in tournament - Check “Locked” balance tab
I didn’t receive my tournament prize
Steps:- Check “Pending” balance (under review)
- Verify tournament has ended
- Check for disqualification notice
- Contact: tournaments@fortisarena.io
Transaction stuck on “Processing”
Crypto transactions:- Normal: 3-30 minutes
- Stuck >1 hour: Check blockchain explorer
- Failed: Funds return automatically
- Normal: 10 min - 24 hours
- Stuck >24 hours: Contact support
Can’t withdraw to my bank
Requirements:- ✅ KYC completed
- ✅ Bank account linked & verified
- ✅ Minimum $10 balance
- ✅ Daily limit not exceeded
- ✅ Account in good standing
Tax & Legal
Do I need to pay taxes?
Probably yes! Earnings may be taxable in your jurisdiction:- Tournament winnings
- Streaming revenue
- Trading profits
- Staking rewards
Will I get a tax form?
Yes, if you earn over thresholds:- US users: 1099 form (if >$600)
- EU users: Annual summary
- Others: Transaction history export
Can I hide my transactions?
No! All transactions are:- Recorded on internal ledger
- Some on public blockchain
- Reported to tax authorities (as required by law)
Getting Help
How do I contact wallet support?
Response times
- Critical (security/fraud): < 1 hour
- Withdrawal issues: < 4 hours
- General questions: < 24 hours
- Feature requests: Reviewed weekly
Still have questions? Join our Discord community for real-time help!