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.
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.
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:
When using the address validation scan feature on Passport, these are the main possible reasons for failure:
0-49, you'll need to tap 'Continue Searching' to widen the search area and successfully verify your address.
Please contact our support with details of the error shown on Passport.
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.
If Passport will not remain powered on, your device likely needs a new set of Lithium AAA batteries.
We have a detailed page covering the reasons for this, including multiple resolution options here.
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:
Ensure you have followed the instructions outlined in the video here, then follow the troubleshooting steps below.
For Android devices:
Applicable to both devices:
PASSPORT-SDdirectory in your phone's file system.