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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
  • Give the page a hard refresh and try again

If you have a cross-chain transaction pending in the Bridge > Activity section for more than 5 minutes, use xcallscan.xyz to check its status. If it’s marked as executed but remains pending in the app, give the page a hard refresh.

If your transactions are still pending on xcallscan or you need help with another cross-chain issue, join the Balanced Discord channel and open a support ticket.

If you supplied 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 supplied liquidity to the ICX queue 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 pools section to move it back to your wallet.

The sICX is not in the liquidity pool, so it doesn’t earn Balance Tokens.

Get help​

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