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
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.
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
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.
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
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.
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.
Approvals
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.
Policies
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.
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.
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
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.
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
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.
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.
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, the Glossary and Limits and defaults.
Contact Support.
Last updated
Was this helpful?