Troubleshooting
Get unstuck fast. Find fixes by category, or use the guided flow below. If funds are at risk, jump to Emergency.
We will never ask for your seed phrase, private key, or passphrase. If anyone does, it's a scam. Report phishing to [email protected] (PGP on disclosure page).
Emergency (act now)
Suspected compromise (approvals/phishing)
- 1. Disconnect/revoke dApp approvals in PRC → dApps/Approvals → Revoke.
- 2. Create a new wallet; transfer funds immediately.
- 3. Email [email protected] with details (site URLs, tx hashes, screenshots).
Lost device (still have seed)
- 1. Import on a new device, then move funds to a fresh wallet.
- 2. Revoke prior approvals.
Large tx stuck > 60 min (EVM)
Try Speed Up (same nonce, higher priority fee). If blocked, Cancel with a 0-value self-tx at higher gas. See Transaction Problems → Pending/Stuck.
Guided troubleshooter (quick paths)
Access Issues
Fix (basic):
Hard refresh (Ctrl/Cmd+Shift+R) → disable extensions (ad/script blockers) → try private window → different browser (Chrome/Brave/Firefox).
Advanced:
Clear site data (Storage → Clear for prc.network). Check /status. If corporate network/VPN, allowlist prc.network + RPC endpoints.
Fix:
Fall back to device passcode; re-enroll biometrics; update OS.
Advanced:
If local secure store reset occurred, you may need to re-import with your seed (your funds are safe on-chain).
Fix:
Clear cookies/site data; ensure time/date auto-sync on device.
Advanced:
Corrupted cache—reset PRC cache in app settings, then re-import if needed.
Transaction Problems
Why:
Low gas, congestion, nonce conflict.
Fix (basic):
Use Speed Up: resubmit same nonce with higher max fee.
Cancel:
Send a 0-value tx to yourself with the same nonce at higher gas to replace it.
Checks:
Confirm network health on an explorer; avoid firing multiple conflicting txs.
Fix:
There’s a pending tx with a lower nonce. Speed Up/Cancel that one first. Restart app to refresh nonce view.
Fix:
Keep a buffer of native coin (ETH on Ethereum, BNB on BSC) to pay fees. For swaps, reduce size or wait for liquidity.
Reality check:
On-chain transfers are final.
If to your own address on another EVM chain:
Use a bridge if supported; otherwise funds remain on the source chain.
If sent to a contract or wrong format:
Recovery is unlikely—contact the recipient/project.
Balance / Display Issues
Fix:
Switch to the correct network; click Add token by contract; verify address on an explorer.
Advanced:
Check derivation path (BIP-44) matches your previous wallet.
Fix:
Re-add token with correct contract (verify checksummed address).
Advanced:
Clear token cache; confirm you're not on a testnet.
Connection Issues
Fix:
Ensure the same network as the dApp expects → reconnect.
Reset:
Settings → dApps/Connections → Revoke and re-approve.
Advanced:
Clear WalletConnect sessions; try alternate RPC (Settings → Network → RPC).
Fix:
Retry after 60s; switch to a secondary RPC endpoint; reduce rapid transaction bursts.
Advanced:
If programmatic use, add exponential backoff; confirm endpoint limits with provider.
Import / Export Problems
Fix:
12/24 words from the BIP-39 list (US spelling), lowercase, single spaces, correct order.
Passphrase:
If you used an optional passphrase (25th word) before, you must enter it.
Advanced:
Keyboard language/autocorrect issues—retype carefully.
Fix:
Wrong network or derivation path. Switch networks; test common paths (e.g., m/44'/60'/0'/0/0 for ETH).
Advanced:
Compare on explorer; if addresses mismatch, adjust path until it matches your original wallet.
Security Concerns
Fix:
Settings → dApps/Approvals → Revoke risky allowances.
Then:
Move funds to a fresh wallet, rotate approvals only as needed.
Fix:
Disconnect; never enter seed or passphrase; report to [email protected] with URLs and screenshots.
Network-Specific Playbooks
Gas:
Prefer dynamic fees; raise priority during congestion.
Nonce tools:
Use Speed Up/Cancel for conflicts.
Approvals:
Keep allowances minimal; revoke unused dApps.
Bridging:
L1↔L2 finality can take time. Use official bridge/explorer to track.
Fees:
Still require a small amount of ETH on Arbitrum for gas.
RPC variance:
Use reputable RPCs; watch for rate limits.
Tokens:
High token density—triple-check contract addresses.
Collect diagnostics before contacting support
Include this to speed up resolution:
- App version & platform (Web/Android/iOS/Desktop + OS/Browser)
- Network(s) involved (Ethereum, Arbitrum, BSC...)
- Transaction hash / URLs (if any)
- Steps to reproduce (1-2-3), screenshots/logs
- What you already tried (e.g., Speed Up, switch RPC)
Contact Support
Still need help?
Last updated: 2025-01-15 • See changelog for updates