> For the complete documentation index, see [llms.txt](https://docs.bloxchain.app/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.bloxchain.app/resources/troubleshooting.md). # Troubleshooting Symptom, likely cause and fix for the problems people hit most often on the Bloxchain Platform. Inside an account, the **Help** page (More menu → **Help**) shows the same checks live: wallet, network, your roles, open items and setup progress. ## Wallet and network | Symptom | Likely cause | Fix | | ----------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **Connect wallet** does nothing or the prompt never appears | The wallet extension is locked, blocked a popup, or another wallet extension is intercepting the request | Unlock the wallet, allow popups for bloxchain.app, disable other wallet extensions, then reload and try again. See [Connect a wallet](/platform-guide/connect-wallet.md). | | Top bar shows **Wrong network** | The wallet is on a chain the Platform does not support, or on a chain different from the account you opened | Switch the wallet to Sepolia (chain 11155111), or to the network the account was deployed on. The account footer offers **Switch to Sepolia**. Custom networks must be added under **Settings → Networks** first. | | Footer says "Cannot reach this network right now" | The RPC endpoint for that network is down or the URL in a custom network is wrong | Wait and retry. For a custom network, open **Settings → Networks**, **Edit** the row and check the RPC URL and chain ID. Reads never go through the wallet's RPC, so changing it there will not help; on a custom network the saved RPC URL is the endpoint the Platform reads from. | | Footer says "Connect a wallet to sign. Reads still work." | No wallet is connected | This is normal for read-only viewing. Connect a wallet that holds a role to act. | ## Access | Symptom | Likely cause | Fix | | ---------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **My access** is empty ("This wallet is not assigned to any role yet") | The connected address holds no role on this account, or you connected a different address than the one that was granted | Check the address shown in the top bar. Switch accounts in the wallet extension and reconnect. An owner can add the address under **On-chain access → Signers**. See [My access](/platform-guide/operate/my-access.md). | | **My access** shows a role but no operations | The role has no permissions assigned, or its gates are not granted | The owner assigns steps under **Policies → Actions → Manage permissions** and grants gates under **Policies → Gates**. | ## Requests | Symptom | Likely cause | Fix | | ---------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Compose shows "This wallet cannot start a request with Wallet or Sign for this function. Check roles or try another wallet." | Your role cannot perform the Request step of this action on any enabled path | Check **My access** for the operations you can start. Ask an owner to assign your role to the Request step, or switch to a wallet that has it. | | A request card says "Not configured" (add in Actions) | The action is not registered on this account | An owner registers it under **Policies → Actions → Add action**. See [Actions](/platform-guide/policies/actions.md). | | A request card says "Not available for this wallet" | The action exists, but your wallet cannot request it | Same as above: check **My access** and roles. | | The wallet transaction reverted | Permissions or a gate are missing, the recipient is not allowlisted, or the amount exceeds the balance | Open the action under **Policies → Actions** and confirm the flow is ready (no **Flow incomplete** or **Gates mismatch**). Check the allowlist and balance. Read the revert reason on the block explorer. | | Recipient is not in the dropdown | Only allowlisted recipients appear | An owner adds the address under **Policies → Allowed recipients** (native transfers) or **Allowed payees** (attached payments). See [Allowlists](/platform-guide/policies/allowlists.md). | ## Approvals | Symptom | Likely cause | Fix | | ---------------------------------------------------------------------------------- | ------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------- | | State shows **Blocked** with a countdown | The time lock has not elapsed | Wait. The chip turns to **Ready** when the wait is over. The time lock is set under **Policies → Security**. | | State shows **Awaiting Approval** but nobody can approve | No role is assigned to the Approval step, or the approver's gate is not granted | Open the action under **Policies → Actions**; the Governance flow card shows which step has no role. Fix under **Manage permissions** and **Gates**. | | The **Execute** button is missing or disabled | Your wallet is not permitted to execute, or the item is not yet executable | For a stored signed transaction, connect a wallet that holds the Broadcaster role. For a delayed request, wait for approval first. | | Item shows **Expired** ("Expired. Execution disabled. Delete this invalid entry.") | The signed payload passed its expiry before it was submitted | **Delete** the entry (this removes it from local storage only) and create the request again. Submit sooner next time or choose a longer expiry. | | The same request appears on one device but not another | Signed transactions are stored on the device where they were signed or imported | Export a signed file and import it on the other device. See [Signed files](/platform-guide/operate/signed-files.md). | ## Policies | Symptom | Likely cause | Fix | | -------------------------------- | --------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Action shows **Flow incomplete** | Permissions or allowlist for this action are not configured. It is denied by default | Open the action, use **Manage permissions** to assign a role to Request, Approval and Execute on at least one path, then add destinations to the relevant allowlist. See [Manage permissions](/platform-guide/policies/manage-permissions.md). | | Action shows **Gates mismatch** | A role has access on Actions but the matching gate is not granted | Open **Policies → Gates**, switch to **Needs attention**, **Edit**, toggle the gate on and sign **Update gates**. See [Gates](/platform-guide/policies/gates.md). | | I cannot turn a gate off | Gates are permanent for a role | Delete the custom role under **Roles** to clear its gates. System-role gates cannot be cleared. | | **Add recipient** is disabled | Only a wallet that can sign guard configuration changes (the owner) can edit allowlists | Connect the owner wallet. | ## Data and devices | Symptom | Likely cause | Fix | | ------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Accounts disappeared after clearing site data or switching browsers | The account list lives in this browser only; Bloxchain keeps no copy | Restore from a backup under **Settings → Backup** (**Merge** or **Replace**). Without a backup, use **Accounts → Import** with the contract address and network. Your on-chain accounts are unaffected. See [Backup](/platform-guide/settings/backup.md). | | Custom networks disappeared | Same cause | Restore from backup, or add them again under **Settings → Networks**. | | Importing a signed file says "Cannot add in this workspace" | The file belongs to a different account or network than the one open, or the current workspace cannot store it | Open the account the file was signed for (same address and chain ID) and import again. | | **Value** in Assets shows a dash | Reference prices resolve on Ethereum and Arbitrum One only | Expected on Sepolia and on every other network. Balances are still correct. | ## Sign-in and organizations | Symptom | Likely cause | Fix | | --------------------------------------------------------------------------------------------------- | ---------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Sign in shows **Join waitlist** | You do not have early access yet | Sign in if you have early access. Otherwise join the waitlist from the same dialog. The Free path needs no account and is open to everyone, so everything on this device keeps working. See [Free, sign-in and organizations](/introduction/free-sign-in-organizations.md). | | Organization shows **Checkout required** or **Cloud off** | Checkout has not completed, or the plan lapsed | Finish checkout under **Settings → Billing**. Until then the shared account list is unavailable. See [Organizations and billing](/platform-guide/settings/organizations-and-billing.md). | | Accounts page says "No accounts available. This organization is inactive until billing is settled." | Same cause | Same fix. Your personal list on this device is unaffected. | ## Still stuck? * Take a screenshot of the account's **Help** page; it shows the checks support will ask for. * Read the [FAQ](/resources/faq.md), the [Glossary](/resources/glossary.md) and [Limits and defaults](/resources/limits-and-defaults.md). * Contact [Support](/resources/support.md). --- # Agent Instructions This documentation is published with GitBook. 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