Troubleshooting
This guide helps you resolve common issues with eckoWALLET. Find your problem below and follow the solutions.
Quick Diagnosis
Is Your Issue...
Installation Problems - Can't install or find the extension/app
Can't Access Wallet - Locked out, forgot password, lost recovery phrase
Balance Problems - Missing funds, incorrect balance, tokens not showing
Transaction Issues - Can't send, stuck pending, transaction failed
Connection Problems - Can't connect to dApps, connection lost
Network/Chain Issues - Wrong network, can't switch chains
Performance Issues - Slow, freezing, crashing
Installation Issues
Browser Extension Won't Install
Problem: Extension doesn't install or show up
Solutions:
Check Browser Compatibility:
eckoWALLET requires Chromium-based browsers
Works on: Chrome, Edge, Brave, Opera
Doesn't work on: Firefox, Safari (use mobile app instead)
Update Your Browser:
Check Extensions Page:
Go to
chrome://extensionsLook for eckoWALLET in the list
Enable if disabled
Click "Details" to check for errors
Reinstall:
Remove existing extension
Clear browser cache
Download again from eckowallet.com
Check for Conflicts:
Disable other wallet extensions temporarily
Some extensions conflict with each other
Mobile App Won't Install
Problem: Can't install from App Store or Play Store
Solutions:
Check Device Requirements:
iOS: Requires iOS 13.0 or later
Android: Requires Android 8.0 or later
Storage Space:
Free up at least 200MB
Delete unused apps
Clear cache
App Store Issues:
Sign out and back into your app store account
Update App Store/Play Store app itself
Restart device
Country Restrictions:
eckoWALLET may not be available in all countries
Check eckowallet.com for availability
Extension Icon Not Visible
Problem: Installed but can't see icon in toolbar
Solutions:
Pin the Extension:
Click puzzle icon (Extensions) in Chrome toolbar
Find eckoWALLET
Click pin icon to keep visible
Restart Browser:
Close all browser windows
Reopen and check again
Wallet Access Issues
Forgot Password
Problem: Can't remember wallet password
Solutions:
No Password Recovery Available:
There is NO password reset function
This is a security feature, not a bug
Password cannot be recovered by anyone
Restore Using Recovery Phrase:
You must use your 12-word recovery phrase
Click "Restore Wallet"
Enter your recovery phrase
Set a NEW password
If You Have Access on Another Device:
Open eckoWALLET on working device
Go to Settings → Security → Show Recovery Phrase
Enter password on that device
Write down recovery phrase
Use it to restore on problem device
Lost Recovery Phrase
Problem: Don't have recovery phrase and forgot password
Outcome: Your funds are permanently lost
Why:
Non-custodial wallets have no backdoor
No one can recover your wallet
This includes eckoWALLET support, developers, everyone
Prevention for Future:
Always back up recovery phrase when creating wallet
Store in multiple secure locations
Test restoration periodically
If Wallet Still Accessible:
Open eckoWALLET immediately
Go to Settings → Security → Show Recovery Phrase
Enter password
Write down recovery phrase NOW
Store securely offline
Wallet is Locked
Problem: Wallet keeps locking or won't unlock
Solutions:
Enter Correct Password:
Make sure Caps Lock is off
Check keyboard language
Try copy-paste if typing doesn't work
Check Auto-Lock Settings:
Settings → Security → Auto-lock
Adjust timeout if too short
Minimum 1 minute
Biometric Not Working (Mobile):
Ensure biometric authentication is enabled in device settings
Re-register fingerprint/face
Fall back to password
Extension Resets on Browser Restart:
Check if browser is clearing data on close
Browser Settings → Privacy → Keep data
Add exception for eckoWALLET
Balance and Display Issues
Missing Funds / Balance Shows Zero
Problem: Had funds, now showing zero or missing
Check These First:
Wrong Chain:
Switch between chains (0-19)
Your funds might be on different chain
Example: Funds on Chain 1, viewing Chain 0
Wrong Network:
Settings → Network
Check if on Mainnet vs Testnet
Testnet and Mainnet are completely separate
Wrong Account:
Check if you switched to different account
Click account dropdown
Select correct account
Blockchain Sync Delay:
Wait 1-2 minutes
Close and reopen wallet
Pull down to refresh (mobile)
Verify on Block Explorer:
Copy your account address
Visit https://explorer.chainweb.com/mainnet
Search for your account
Check balance on-chain
If Funds Really Missing:
Check transaction history for unauthorized transactions
Verify you're using correct recovery phrase
Contact support immediately if funds were stolen
Tokens Not Showing
Problem: Received tokens but don't see them in wallet
Solutions:
Add Token Manually:
Go to Token/Assets section
Click "Add Token" or "+"
Enter token contract details
Token should appear
Wrong Chain:
Tokens may be on different chain
Check all chains
Unsupported Token:
Some custom tokens may not display properly
Balance still exists on-chain
Use block explorer to verify
Refresh Token List:
Pull down to refresh
Or restart wallet
Incorrect Balance Displayed
Problem: Balance doesn't match expected amount
Troubleshooting:
Verify on Block Explorer:
Check on-chain balance
If explorer shows correct amount, it's a display issue
If explorer shows same wrong amount, check transactions
Add Up All Chains:
Your balance is split across chains
Chain 0: X KDA
Chain 1: Y KDA
Total: X + Y KDA
Pending Transactions:
Check if transactions are pending
Pending sends reduce available balance
Cache Issue:
Close and reopen wallet
Clear app cache (mobile)
Clear extension data and restore
Transaction Problems
Can't Send Transaction
Problem: Send button doesn't work or transaction fails to create
Common Causes & Solutions:
Insufficient Balance:
Need funds + gas fee
Keep at least 0.01 KDA extra for gas
Check correct chain
Wrong Chain Selected:
Ensure you have balance on source chain
Switch to chain with funds
Invalid Recipient Address:
Double-check address format
Should start with k: for most accounts
Full 64-character public key after k:
Amount Formatting:
Use decimal point, not comma
Correct: 1.5
Incorrect: 1,5
Wallet Locked:
Unlock wallet first
Enter password
Network Issues:
Check internet connection
Try again in a moment
Transaction Stuck Pending
Problem: Transaction shows "Pending" for long time
Normal Wait Times:
Simple transfer: 30-90 seconds
Cross-chain: 2-5 minutes
During congestion: up to 10 minutes
If Stuck Longer:
Check Block Explorer:
Copy transaction hash (request key)
Visit https://explorer.chainweb.com/mainnet
Paste hash to check status
May show as complete on-chain while wallet still shows pending
Refresh Wallet:
Close and reopen
Should update status
Check Network Status:
Kadena may be experiencing issues
Check Kadena status page or Discord
Transaction May Have Failed:
Check block explorer for error message
Common: insufficient gas, invalid code
Transaction Failed
Problem: Transaction shows "Failed" status
Understanding Failures:
Failed transactions still consume gas
Funds (minus gas) are returned
Check error message for reason
Common Failure Reasons:
Insufficient Gas:
Solution: Increase gas limit
Try 5000 or 10000 for complex operations
Account Doesn't Exist:
Solution: Verify recipient account exists on that chain
For k: accounts, should auto-create
Insufficient Balance:
Solution: Check balance on correct chain
Ensure enough for amount + gas
Invalid Pact Code (for dApp transactions):
Solution: Contact dApp developers
May be dApp bug
Transaction Expired:
Solution: Transaction took too long to confirm
Try again with higher gas price
Can't See Transaction History
Problem: Activity/History section is empty or incomplete
Solutions:
Correct Chain:
History is per-chain
Switch chains to see transactions on each
Correct Network:
Mainnet vs Testnet have separate histories
New Account:
No history if account never used on this chain
Sync Issues:
Wait a moment for sync
Refresh wallet
dApp Connection Issues
Can't Connect to dApp
Problem: Connection request fails or doesn't appear
Solutions:
Unlock Wallet:
Ensure eckoWALLET is unlocked
Enter password
Check Popup Blockers:
Browser may be blocking wallet popup
Allow popups for the dApp site
Look for blocked popup icon in address bar
Wrong Network:
dApp may require mainnet
Switch network in eckoWALLET Settings
Refresh Page:
Reload the dApp page
Try connection again
Clear Site Data:
Settings → Connected Sites
Disconnect from this dApp
Refresh dApp page
Connect again
Connection Lost
Problem: Was connected, now disconnected
Solutions:
Account Switched:
Switching accounts disconnects dApps
Reconnect with new account
Wallet Locked:
Unlock wallet
dApp should detect
Explicit Disconnect:
Check if you disconnected in Settings
Reconnect from dApp
dApp Issue:
Refresh dApp page
Check dApp status/Discord
dApp Can't Read Wallet
Problem: dApp says "Wallet not detected"
Solutions:
Page Loaded Before Extension:
Refresh the page
Extension loads after page sometimes
Wrong Browser:
eckoWALLET only on Chromium browsers
Use Chrome, Edge, or Brave
Extension Disabled:
Check chrome://extensions
Enable eckoWALLET
Conflicting Extensions:
Disable other wallet extensions
Test with only eckoWALLET enabled
Network and Chain Issues
Can't Switch Networks
Problem: Unable to change from Mainnet to Testnet or vice versa
Solutions:
Disconnect from dApps:
Settings → Connected Sites
Disconnect all
Then switch networks
Restart Wallet:
Close browser/app
Reopen
Switch network
Restore Wallet (last resort):
Backup recovery phrase first!
Uninstall extension/app
Reinstall
Restore wallet
Select desired network
Wrong Chain Selected
Problem: Accidentally on wrong chain
Solution:
Simply select different chain from chain dropdown
No risk, chains are independent
Performance Problems
Wallet is Slow
Problem: Wallet takes long to load or respond
Solutions:
Too Many Accounts:
Having 20+ accounts slows things down
Consider using separate wallet for some accounts
Browser Extensions:
Too many extensions slow browser
Disable unused extensions
Clear Cache:
Browser: Clear browsing data
Mobile: Clear app cache in device settings
Update Software:
Update browser/app to latest version
Update device OS
Network Issues:
Check internet speed
Try different network
Extension Crashes
Problem: Extension freezes or crashes browser
Solutions:
Update Browser:
Ensure latest version
Restart browser
Reinstall Extension:
Backup recovery phrase first!
Remove extension
Restart browser
Reinstall from official store
Check for Conflicts:
Disable other extensions
Test if crash still occurs
Report Issue:
Note what triggers crash
Report to eckoWALLET team on Discord
Mobile App Crashes
Problem: App closes unexpectedly
Solutions:
Update App:
Check for updates in app store
Install latest version
Restart Device:
Full device restart
Clears memory issues
Reinstall App:
Backup recovery phrase first!
Delete app
Restart device
Reinstall
Restore wallet
Check Storage:
Free up device storage
Need at least 500MB free
Security Concerns
Suspicious Transaction
Problem: Unauthorized transaction in history
IMMEDIATE ACTIONS:
Transfer Funds:
Move all funds to NEW wallet immediately
New recovery phrase, new everything
Check All Chains:
Verify all chains for unauthorized activity
Never Reuse:
Don't use compromised wallet again
Recovery phrase is compromised
How It Happened:
Recovery phrase or private key exposed
Malware on device
Phishing attack succeeded
Clipboard hijacking
Prevention:
Keep recovery phrase completely offline
Use hardware wallet for large amounts
Scan for malware
Account Compromised
Problem: Someone has access to your wallet
ACTIONS:
Transfer ALL Funds:
New wallet, new recovery phrase
Transfer everything immediately
Scan Device:
Run antivirus scan
Check for keyloggers
May need to wipe device
Review Access:
How did compromise happen?
Shared recovery phrase?
Malware?
Phishing?
Secure New Wallet:
Use hardware wallet
Never reuse old passwords
Store recovery phrase securely
Error Messages
"User Rejected Request"
Meaning: You clicked "Reject" or cancelled the action
Not an error - intentional cancellation
"Wallet is Locked"
Meaning: Need to enter password
Solution: Unlock wallet and try again
"Insufficient Balance"
Meaning: Not enough funds for transaction + gas
Solution:
Check balance on correct chain
Reduce amount to leave room for gas
Add more funds
"Network Error"
Meaning: Can't connect to Kadena network
Solutions:
Check internet connection
Try again in a moment
Check Kadena network status
"Invalid Transaction"
Meaning: Transaction malformed
Solutions:
Check all fields are filled correctly
Verify recipient address format
Try refreshing wallet
Getting Additional Help
Before Asking for Help
Gather this information:
Platform: Browser extension or mobile app? Which browser/device?
Version: eckoWALLET version (Settings → About)
Network: Mainnet or Testnet?
Chain: Which chain?
What happened: Step-by-step description
Error messages: Exact text
Screenshots: If possible (NEVER screenshot recovery phrase)
Where to Get Help
Discord (Best Option):
Active community
Support staff available
Twitter:
Tweet: @eckoWALLET
DM for private issues
Documentation:
Review FAQ
Check user guides
NEVER Share
When asking for help, NEVER share:
❌ Recovery phrase
❌ Private keys
❌ Password
❌ Seed words
Real support will NEVER ask for these
Preventive Maintenance
Weekly
Check for wallet updates
Review connected dApps
Verify recovery phrase backup still accessible
Monthly
Clear browser/app cache
Review account security
Update browser/device OS
Quarterly
Test recovery phrase (restore on test device)
Review and rotate accounts
Update security settings
Common Questions
Q: Why can't eckoWALLET reset my password?
A: Non-custodial design. No one has access to your wallet except you.
Q: My transaction has been pending for hours, what do I do?
A: Check block explorer. If confirmed there, just a display issue in wallet. If not confirmed, transaction may have failed.
Q: I sent funds to wrong chain, are they lost?
A: No! They're on same account, different chain. Switch chains to see them.
Q: Can I cancel a pending transaction?
A: No. Once submitted to blockchain, cannot be cancelled.
Q: Why do I have to pay gas even when transaction fails?
A: Blockchain still processed your transaction (even though it failed). Miners must be paid for computation.
Related Guides
Need More Help?
If this guide didn't solve your problem:
Join Discord: https://discord.com/invite/runonflux
Tweet: @eckoWALLET
Review full documentation: eckoWALLET Docs
Remember: Real support never asks for your recovery phrase or private keys!
Last updated