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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 does not provide 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 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 moved to a new technology stack in 2025 which required a new version of 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 you can’t see your BTCB collateral on BNB Chain​

If you borrowed against BTCB on BNB Chain but can no longer see it in the app, use this link to access it. A bug related to BTCB prevents it from appearing in the Collateral section in the app, but the fix breaks the BTCB trading experience. Use the link above to manage your BTCB collateral/loan position, but do not use it for trading.

If your assets aren’t available to trade​

Balanced has a new technology stack, so some of the assets and chains that were previously available are no longer supported. If you want to trade on chains or with assets that are no longer supported, use the legacy exchange.

If you can’t find your liquidity pools​

Balanced no longer supports liquidity pools. You can withdraw liquidity from the legacy exchange until the end of 2026.

Get help​

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