Troubleshooting

I signed in, but the Wallet is empty

Check whether you used the same email, Telegram account or linked wallet as before. Open Receive and compare the full Party ID with your previous receiving address.

Do not send more funds to test an account you have not identified. If the Party ID differs, return to the sign-in method associated with the original account.

Setup is still loading

Allow the sign-in and account setup to finish. Read any access or invite-code message. If the app reports a session problem, reopen the official app and sign in again using the same method.

Do not transfer funds until Receive displays a complete Party ID. For a persistent problem, keep the exact error text and the time it occurred.

A received transfer is missing

Confirm the sender used Canton and a supported asset.
Compare the complete recipient Party ID with your Receive screen.
Check Pending for an incoming transfer that needs acceptance.
Refresh Activity and Assets.
Ask the sender for the transaction reference if it remains unresolved.

I cannot send my full balance

Check for a locked amount in Pending and for the CC fee in the transfer review. The total balance may include funds that are not currently available to spend.

Also confirm that you selected a sendable asset. A visible token balance does not guarantee that the current release supports sending that instrument.

The recipient or fee is rejected

Paste the full Party ID again and confirm the recipient supports the selected asset. If the error mentions transfer preapproval, the recipient may need the corresponding incoming-transfer setup.

Do not substitute a wallet address from another network. If fee estimation remains unavailable, keep the error message and contact support before repeatedly attempting the transfer.

Confirmation timed out

Check Activity and Pending before trying again. A request can reach the network even when the app does not receive the final result in time.

If you find the transaction, follow its recorded status. If its outcome remains unclear, keep the reference and get help before creating a second payment.

Withdraw applies only to eligible outgoing transfers for which the app offers that action. A transfer may still be active, already resolved or otherwise ineligible. It does not cancel a completed payment.

What to include when asking for help

Use official support and include the page, approximate time, action attempted, asset, exact error and transaction reference when available.

Remove access tokens, private keys, seed phrases, passwords and login codes from screenshots and logs. Share only the account details needed to identify the issue.