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 the ICONex extension in a Chrome-based 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 MyIconWallet. Go to the browser section, choose Balanced, then tap 'Sign in' and choose ICONex as your sign-in option.
If you're having trouble with your Ledger
Make sure you’re signed in to the ICON app on your Ledger before you sign in to Balanced
Make sure you're not signed in with your Ledger in any other tabs
Check your Ledger firmware, and update it if it isn’t on the latest version
Make sure you’re using a Chrome-based browser that’s up to date, and clear your cache
Make sure you have at least 2-3 ICX in your wallet to cover transaction fees
If you see Transfer Request Failed
Make sure you leave at least 2-3 ICX in your wallet to cover transaction fees
When you confirm with ICONex, check that it’s set to Mainnet
If you supplied to a pool but don't see your assets
If you encounter an issue when supplying liquidity, like your computer dies, you close the page, or there's not enough ICX to cover the transaction fee, your assets may get stuck in the pool contract.
To retrieve them, click 'Supply' for the same pool. You'll see your assets under the 'In contract' column – click Remove and sign a transaction to move them back to your wallet. Make sure you have at least 2-3 ICX in your wallet to cover the fee.
If you supplied to the ICX/sICX pool and can't find your ICX
This pool works like a queue, so your ICX is converted to sICX as your order is filled. You can withdraw your sICX from the liquidity details section to move it back to your wallet.
The sICX is not in the liquidity pool, so it doesn’t earn Balance Tokens.
If you can't claim the airdrip
There may be an overload of requests to the airdrip server. If you see an error, sign in and out of the airdrip page periodically until the claim button appears.
You can only claim once per week.
Get help
If the issue isn’t mentioned or you’re still having trouble, let us know in Telegram or on Reddit.