Support
We're a small team based in Reykjavík. If something in Norrstone Vault isn't working as expected, or you have a question about a certificate or piece of jewelry, please get in touch — we reply to every message.
Email us
The fastest way to reach us. We answer Monday–Friday, 09:00–17:00 GMT, typically within one business day.
support@norrstone.comCommon questions
How do I claim a certificate?
Open the email your jeweler sent you and tap the Claim button. If you already have the Norrstone Vault app installed, the certificate will appear in your vault after you sign in. If you don't yet have the app, the email will link you to install it first, then return to claim.
I didn't receive the email from my jeweler.
Ask your jeweler to resend the claim link from their Norrstone dashboard. Also check your spam folder. If the link still doesn't arrive, email us and we'll look it up.
The app won't let me sign in.
Make sure you're using the same email address your jeweler has on file. If you use the "magic link" option, the link is single-use and expires after a short time — request a new one if it doesn't work. If issues persist, email support@norrstone.com.
I want to transfer a certificate to someone else.
Open the certificate in your vault, tap Transfer Ownership, and enter the new owner's email. Your jeweler will review and approve the transfer.
I want to sell or trade in a piece.
Open the certificate, tap Resale & Trade-in, choose the type of request, and set an asking price (or leave blank for a trade-in). The jeweler who issued the certificate will be notified.
I want to delete my account.
In the mobile app: Settings → Delete Account. Type DELETE to confirm. Your personal information is anonymized within Norrstone and you are signed out on every device. You can also email us and we will delete your account for you.
Legal and privacy
For privacy requests (access, correction, deletion, portability) under GDPR or equivalent law, please email legal@norrstone.com. We respond within 30 days.
For billing or legal questions that aren't general support, use the same address. For day-to-day app questions, support@norrstone.com is the right inbox.
Business address
Norrstone ehf.
Reykjavík, Iceland