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Troubleshooting

If you’re having trouble using Balanced, you can find solutions to common problems here.

If you can’t sign in​

On a computer: Make sure you’re using a compatible wallet extension in a browser that’s up to date. If you are, try each step until the issue is resolved:

  • Clear your cache, restart your browser, and try again
  • Restart your computer and try again

On mobile: Use the Hana wallet app on iOS or Android. From the Home page, go to Apps > Balanced, then tap ‘Sign in’ and choose which blockchains to connect to.

If you can’t use Hana on specific chains​

If you’re unable to connect a Hana wallet on specific blockchains, like Sui, your wallet may not be fully cross-chain compatible. This issue affects wallets imported with a private key or keystore file, because they can’t generate an address for every blockchain Hana supports.

To resolve the issue, create a new wallet in Hana and move your assets across. Visit the Hana support site to learn more.

If you want to use Balanced with a Ledger​

Balanced supports a range of software wallets, but no longer provides direct support for Ledger or other hardware wallets. To use Balanced with your Ledger, connect it to a software wallet that’s compatible with the blockchain you want to use it on.

For a wallet that supports the same chains as Balanced, connect your Ledger to Hana.

If you’re unable to complete a transaction​

Transactions may fail for a number of reasons, and a specific error can’t always be given. Here’s how to resolve the majority of errors you encounter:

  • Make sure to keep enough native tokens in your wallet to cover transaction fees
  • Check that your wallet is set to mainnet
  • Use time.is to verify that the time on your device is correct, and update it if not
  • If you’re trying to swap: check that there’s enough liquidity for the asset you want to receive

If you’re having trouble with cross-chain transactions​

If you experience issues while using Balanced cross-chain, e.g. your transaction got stuck or the app/wallet won’t respond:

  • Make sure you have enough of the native token to cover transaction fees
  • Hard refresh the page and try again

If a swap remains pending for more than 5 minutes, it will automatically cancel and return the funds to your wallet. If the app doesn’t reflect this, click the Cancel button in the Recent Activity dropdown to force the app to check its status.

If your transactions remain pending in the app for more than 10 minutes, your funds aren’t returned after you cancel a swap, or you need help with another cross-chain issue, join the Balanced Discord channel and open a support ticket.

If you can’t repay your loan​

Balanced is moving to a new technology stack, which requires a new version of bnUSD. Loans, Savings Rate, and rewards only support bnUSD(old), while trading on every chain except ICON requires the new bnUSD. To repay your loan, trade into bnUSD(old) on ICON or use the Migrate tab on the Trade page to swap between the old and new versions.

If your assets aren’t available to trade​

Balanced is moving to a new technology stack, so some of the assets and chains that were previously available are no longer supported. You can no longer trade any assets on Archway, Havah, and Injective, and ICON support is limited to ICX and bnUSD. If you want to trade on these chains or swap assets like BALN, sICX, and INJ, use the legacy exchange. Support for intent-based trades on Injective will come soon.

If you can’t find your liquidity pools​

Balanced is moving to a new technology stack, so liquidity pools are no longer supported in the app. You can continue to supply and withdraw liquidity from the legacy exchange, and incentivised pools will keep earning rewards until BALN inflation is halted in October 2025. The legacy exchange will remain available until sometime in 2026 to give liquidity providers enough time to remove their funds.

If you supplied liquidity to a pool but don’t see your assets​

If you encounter an issue or leave the page while supplying liquidity, your assets may get stuck in the pool contract.

To retrieve them, try to supply a small amount to the same pool. After you click ‘Supply’, you’ll see your assets listed under the ‘In contract’ column – click Remove and sign a transaction to move them back to your wallet. Make sure you have at least 2 ICX in your wallet to cover the fee.

If you’re not earning rewards for your liquidity position​

To earn liquidity rewards, you need to stake your LP Tokens. Make sure Your pools is active in the Liquidity Pools section, then click to expand the pool and adjust your stake.

Get help​

If the issue isn’t mentioned or you’re still having trouble, let us know on Discord or the forum.