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Troubleshooting

Table of Contents

Q1: Unable to connectdevice

1. The "Bluetooth pairing" process should be completed within the SecuX Wallet App, as shown in the photo below, rather than directly in the system’s Bluetooth settings.

Unable to connectdevice

2. Access to "GPS/Location" may be required for pairing the first time.

If you still encounter any difficulty, please submit a ticket at Help Request Form.

Q2: Favorite download (to device) failed

1. To view your NFT image on the Nifty or Neo-X device, you need to first add the NFT to "Favorite" and then sync it to the device so it will display.

2. Please follow the step-by-step instructions on this page:

https://secuxtech.com/community/how-it-works/neo-series/secux-wallet-add-to-favorites

3. If the "Favorite" download fails, it may be caused by an interruption in the connection between the App and the device. Please check if the device is still on and that the color of the device ID symbol is green.

If you still encounter any difficulty, please submit a ticket at Help Request Form to our technical support team.

Q3: FW update failed

If you encounter a problem where the firmware update fails, it may be due to one of the following reasons:

1. Bluetooth connection interruption

Please check if the device is still on and that the color of the device ID symbol is green. If not, please re-establish the Bluetooth connection and attempt the firmware update again. Remain on the firmware update page until the update is successful.

2. Device is powered off

It is strongly recommended to connect the device to a power source to ensure a stable power supply, preventing the update from being disrupted.

3. App was swiped away

The update process may be interrupted if the App is accidentally swiped away during the update. Please attempt the firmware update again and remain on the firmware update page until it is complete.

Please perform the Firmware update again and stay on the Firmware update page until the update is successful.

If the SecuX device becomes stuck or non-responsive after the update, please follow these steps to restart the device:

Use a small bent paper clip or SIM card eject pin to restart the device by pressing the reset switch through the small hole on the back of the device, as shown in the image below, then turn the device back on.

FW update failed

Rest assured, the data in your SecuX Wallet, including your crypto assets, will remain unaffected and secure.

If you still encounter any difficulty, please submit a ticket at Help Request Form to our technical support team.

Q4: Transaction failed

The reasons why a transaction might fail or be unable to proceed include:

1. Insufficient balance in the account

When transferring cryptocurrency, including coins, tokens, or NFTs on a particular chain, sufficient transaction fees are required. These fees are collected by miners on the blockchain network and can fluctuate depending on network conditions at the time of the transaction.

For example, "ETH" is needed for transferring ETH, ERC-20 tokens, or ERC-721 NFTs on the Ethereum network, "BNB" for the Binance Smart Chain (BSC), "SOL" for the Solana network, and "TRX" for the Tron network.

Please ensure there are sufficient coins in the account.

2. Network congestion

The transaction volume on the network may have increased, causing gas fees to rise. If the gas fee you set is too low, your transaction may be placed in a lower priority. Please check the transaction status later on the network explorer using the transaction ID.

If you are sending cryptos on the Solana network, you can refer to the Solana Official Documentation for more information: Solana.

We also recommend attempting transactions at different times, as success rates can vary based on network congestion.

If you still encounter any difficulty, please submit a ticket at Help Request Form to our technical support team.

3. Previous transaction is incomplete

If a prior transaction on the same account failed due to network congestion (commonly on the Bitcoin blockchain), the next transaction may also fail.

It is recommended to retry the transaction later or check the transaction status on the blockchain explorer via the link in the transaction history. Please wait until the previous transaction is confirmed before initiating a new one.

Q5: Transaction gas fee too high

This warning message indicates that the gas fee for the transaction is unusually high. The reasons might include:

1. The Gwei value you set for the gas fee is too high.

2. There is a significant increase in network traffic, causing a surge in gas fees.

It is recommended that you review your gas fee settings or try the transaction again later.

If you still encounter any difficulty, please submit a ticket at Help Request Form to our technical support team.