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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 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 your assets are missing after a swap, or you need to cancel a pending swap​

Many Balanced swaps use intent-based trades, which remain in a pending state until they’re either fulfilled or you cancel them.

If your assets don’t arrive after a swap, or you’re unable to cancel a transaction, you can use the intent checker to return your funds:

  1. Retrieve the transaction hash from your wallet or blockchain explorer.
  2. Go to app.balanced.network/intent-check and sign in with your wallet on the chain you tried to swap from.
  3. Choose which blockchain to check, then paste in the transaction hash and click ‘Check order’.
  4. Click ‘Cancel order’ when you see the transaction details.

After you complete these steps, your funds should reappear in your wallet.

If you get a timeout error, refresh the page and try again.

If it doesn’t resolve the issue, open a support ticket in the Balanced Discord channel.

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.