A collection of the most frequent issues our users ask us to help them troubleshoot. If you can't find the answer to your issue here, please contact us.
¶ Passport
¶ My phone/computer camera can't read the QR codes on Passport
When Passport is displaying the signed transaction as a QR code series, pressing up/down on the square copper colored d-pad will increase/decrease the screen brightness. Equally, pressing left/right with increase/decrease the QR code density.
A combination of both of these adjustments is usually enough to cure most scanning issues from Passport's screen. If you are still struggling after this, try dimming the screen brightness of your laptop. Sometimes super bright laptop screens can cause glare on the Passport screen which makes it difficult for some lower quality webcams to pick up the QR codes Passport is displaying.
¶ Passport can't scan a QR code
Dense QR codes like those used in multisignature wallets or larger transactions can sometimes take slightly longer to scan. As long as you see the % progress slowly increasing on Passport's screen, this means Passport is scanning and processing the information within the QR codes. If Passport fails to register any % progress at all, or completely stalls after making some progress, here is a list of adjustments to try:
- Ensure you are running the latest firmware version
- Adjust the brightness of the screen being scanned (your phone or laptop)
- Ensure there is no glare from direct sunlight on the screen being scanned
- Adjust the density of the QR codes being displayed (only possible where the wallet software allows. If you take this approach, you'll need to start the scan process again due to the way the information is split amongst different QR densities)
- Slowly adjust the distance between Passport and the screen being scanned
¶ Address validation is failing
When using the address validation scan feature on Passport, these are the main possible reasons for failure:
- The address being verified is outside of the initial search window. To minimize search times, Passport searches 50 addresses at a time. When scanning an address with an index number outside of
0-49, you'll need to tap 'Continue Searching' to widen the search area and successfully verify your address. - The verification attempt is being made from the wrong account. Ensure you navigate to the correct account on Passport before pressing Verify Address.
- The verification attempt is being made for the wrong wallet type. Eg you have a multisig configuration imported to Passport, but this was not selected when choosing 'Verify Address'.
- The address being scanned is from a passphrase protected wallet, but there is no passphrase applied to Passport at the time of scanning. The opposite is also true.
¶ Passport shows a 'Fatal error'
Please contact our support with details of the error shown on Passport.
¶ Passport does not recognize my PIN
Passport is unable to change your PIN without you. There is no possible way to change your Passport PIN without knowledge of the current one. Take your time and think carefully about the PIN you set. You have 21 attempts to enter a correct PIN. After the final attempt the device will be permanently locked.
¶ Passport will not turn on (Founders Edition)
If Passport will not remain powered on, your device likely needs a new set of Lithium AAA batteries.
¶ Envoy
¶ Envoy shows a Tor connectivity warning
We have a detailed page covering the reasons for this, including multiple resolution options here.
¶ My balance is incorrect and/or I have missing transactions
This is often caused by Tor connection issues. Read more about that, including resolution options, here.
If you are connected to your own Bitcoin node, this can also be the cause of missing transactions or incorrect balances. Check that your node is fully operational and synced up to the latest block height. If Envoy is having trouble connecting to your node over Tor, the shield at the top of the screen will glow red.
If you have imported a seed from another hardware wallet, you may have used multiple accounts. Ensure that you add each of these to Passport and then connect them to Envoy to get a full picture of your bitcoin balances.
At the time of writing, Envoy only supports the generation of Native Segwit addresses (those starting with bc1q). If you have imported an existing seed from another hardware wallet that used older legacy style addresses (those starting with a 1 or a 3), you'll need to either:
- Send from those older addresses to the Native Segwit ones generated by Envoy.
- Use an alternative wallet software that supports legacy address types.
¶ Envoy fails to copy the Passport firmware file to my SD Card
Ensure you have followed the instructions outlined in the video here, then follow the troubleshooting steps below.
For Android devices:
- Ensure the SD card is 'safely removed' or 'ejected' from the device. This is usually achieved by swiping down from the top of any screen then tapping 'eject'.
Applicable to both devices:
- Older phones may take longer to copy the firmware file across to the microSD card. Ensure you do not eject the SD card until instructed to do so by Envoy.
- Ensure the SD card is inserted correctly into the adapter. It will only fit one way, with the gold pins of the SD card facing towards the rounded edge of the adapter.
- Ensure the SD card is being successfully read by your phone. This is typically achieved by locating the
PASSPORT-SDdirectory in your phone's file system.