SecuX Support › Troubleshooting
Troubleshooting
Funds did not show up on my SecuX wallet after I sent from exchange / software / other wallet
| 01 | Check Coin / Token type |
STEP A
Did you send a coin/token that is supported by SecuX?
| • | SecuX coin / token support list (link) |
| • | If you send an unsupported crypto coin/token to your SecuX wallet → go to Q10 |
STEP B
Did you send the coin / token to the correct blockchain network?
| 02 | Add / Create account |
Did you add the accounts of the correct coin / token type on SecuXess or SecuX Mobile App?
| • | How it works – How to add accounts |
| • | How it works – How to add ERC-20 tokens |
| • | How it works – How to add TRC-10 and TRC-20 tokens |
| • | How it works – How to add BEP-20 tokens |
| 03 | Synchronize data |
Did you connect your SecuX wallet to SecuXess or SecuX Mobile App to synchronize data from the blockchain, in order for the funds to be shown on your wallet?
| • | How it works – How to connect |
| 04 | Transaction ID |
STEP A
You can check the transaction status with the transaction ID on the specific coin / token blockchain explorer
| • | Obtain transaction ID, TXID or transaction hash information from the transaction confirmation or transaction history from your exchange, and enter it in the specific coin/token blockchain explorer. |
| • | ie. BTC Bitcoin’s blockchain explorer: https://blockchair.com/; ETH Ethereum’s blockchain explorer: https://etherscan.io/ |
| • | You can check the transaction status in the explorer if it has been processed or confirmed. |
STEP B
| • | If the transaction is not confirmed, seek support from the exchange or wallet service where you sent funds from. |
| 05 | Verify address |
STEP A
If the crypto you sent is NOT BTC, LTC, DOGE, GRS or DGB, verify the address that you enter during the sending process in your exchange or wallet service, is the SAME as the address generated on your wallet
| • | Contact your exchange or wallet service for further action |
STEP B
If the crypto you sent is one of the following: BTC, LTC, DOGE, GRS, DGB, get all 5 different addresses generated within the same coin account by the wallet while connected to a computer or mobile phone. You may have to repeat the process more than 5 times as the same address may appear more than once during the process.
| • | Once you have all 5 addresses, verify the address that you enter during the sending process in your exchange or wallet service, is the SAME as the address generated on your wallet. |
| • | Contact your exchange or wallet service for further action. |
| 06 | Hidden wallet |
STEP A
Did you setup a Passphrase while setting up your SecuX wallet?
| • | Access your hidden wallet from the setting page, and setup PIN and passphrase. |
| • | Follow all the troubleshooting steps as instructed above: check coin/token type → add/create account → synchronize data → transaction ID → verify address. |
STEP B
Did you provide the receiving address from your hidden wallet?
| • | Follow the troubleshooting step as instructed above: Verify Address. |
STEP C
Did you access your hidden wallet while the funds were sent to the first wallet’s accounts?
| • | Please go to your setting page, if you do not see the hidden wallet function, please first turn off your wallet, then turn on and log in with your first set of PIN to access your first wallet, and follow all the troubleshooting steps as instructed above: check coin/token type → add/create account → synchronize data → transaction ID → verify address. |
| 07 | Seek support from the exchange or other wallet service from which you sent funds |
| 08 | Submit Online Contact Form to our customer support |
Funds did not show up on my exchange / software / other wallet after I sent from my SecuX wallet
| 01 | Check Coin / Token type |
STEP A
Did you send a coin/token that is supported by the exchange / software / other wallet?
| • | If you sent an unsupported crypto coin / token to your software / other wallet → go to Q10 |
| • | If you sent an unsupported crypto coin / token to your exchange, contact the exchange’s support. |
STEP B
Did you send the coin / token to the correct blockchain network?
| • | Contact exchange / software / other wallet support. |
| 02 | Verify address |
Verify the address that you enter during the sending process in your SecuX wallet service, is the SAME as the address generated on your exchange or wallet service
| • | Contact your exchange or wallet service for further action. |
| 03 | Transaction ID |
STEP A
You can check the transaction status with the transaction ID on the specific coin / token blockchain explorer
| • | Obtain transaction ID, TXID or transaction hash information from the transaction confirmation or transaction history from your SecuX wallet, and enter it in the specific coin/token blockchain explorer ie. BTC Bitcoin’s blockchain explorer: https://blockchair.com/; ETH Ethereum’s blockchain explorer: https://etherscan.io/ |
| • | You can check the transaction status in the explorer if it has been processed or confirmed. |
STEP B
If the transaction is not confirmed or failed, contact SecuX Support
Accounts or funds disappeared after I log back in my SecuX wallet
| Funds disappear |
| 01 | Synchronize data |
Did you connect your SecuX wallet to SecuXess or SecuX Mobile App to synchronize data from the blockchain, in order for the funds to be shown on your wallet?
| • | How it works – How to connect |
| 02 | Hidden wallet |
STEP A
Did you set up a Passphrase while setting up your SecuX wallet?
| • | Access your hidden wallet from the settings page, and setup PIN and passphrase. |
STEP B
Did you access your hidden wallet while the funds were sent to the first wallet’s accounts?
| • | Please go to your setting page, if you do not see the hidden wallet function, please first turn off your wallet, then turn on and log in with your first set of PIN to access your first wallet. |
| 03 | Verify Address |
Check to see if the wallet’s receiving address is the same as the previous transactions
| • | Check to see if you have a different wallet. |
| • | Check recovery words. |
| 04 | Blockchain Explorer |
| • | Use a blockchain explorer to check your current address’s transaction history or balance. |
| • | Were there any outgoing transactions that you did not authorize? |
| Accounts disappear |
| 01 | Hidden wallet |
STEP A
Did you set up a Passphrase while setting up your SecuX wallet?
| • | Access your hidden wallet from the settings page, and setup PIN and passphrase. |
STEP B
Did you access your hidden wallet while the funds were sent to the first wallet’s accounts?
| • | Please go to your settings page, if you do not see the hidden wallet function, please first turn off your wallet, then turn on and log in with your first set of PIN to access your first wallet. |
| 02 | Add / Create account |
Did you add the accounts of the correct coin / token type on SecuXess or SecuX Mobile App?
| • | How it works – How to add accounts |
| • | How it works – How to add ERC-20 tokens |
| • | How it works – How to add TRC-10 and TRC-20 tokens |
| • | How it works – How to add BEP-20 tokens |
| 03 | Recover |
| 04 | Submit Online Contact Form to our customer support |
There are no accounts nor funds shown after I recover an existing wallet on my SecuX wallet
| 01 | Add / Create account |
Did you add the accounts of the correct coin / token type on SecuXess or SecuX Mobile App?
| • | How it works – How to add accounts |
| • | How it works – How to add ERC-20 tokens |
| • | How it works – How to add TRC-10 and TRC-20 tokens |
| • | How it works – How to add BEP-20 tokens |
| 02 | Synchronize data |
Did you connect your SecuX wallet to SecuXess or SecuX Mobile App to synchronize data from the blockchain, in order for the funds to be shown on your wallet?
| • | How it works – How to connect |
| 03 | Coin / Token |
Is the coin / token you want to recover supported by SecuX?
| • | SecuX coin / token support list (link) |
| • | If you send an unsupported crypto coin/token to your SecuX wallet→ go to Q10 |
| 04 | Hidden wallet |
STEP A
Did you set up a Passphrase while setting up your SecuX wallet?
| • | Access your hidden wallet from the settings page, and setup PIN and passphrase. |
STEP B
Did you access your hidden wallet while the funds were sent to the first wallet’s accounts?
| • | Please go to your settings page, if you do not see the hidden wallet function, please first turn off your wallet, then turn on and log in with your first set of PIN to access your first wallet. |
| 05 | Verify address |
Check to see if the wallet’s receiving address is the same as the previous transaction
| • | If yes, try recover wallet again |
| • | If not |
| • find the previous wallet | |
| • Find the correct recovery words |
| 06 | Submit Online Contact Form to our customer support |
Firmware update frozen or could not complete
| 01 | Reset pin |
Did you try to press the reset pin to restart the wallet?
| • | Back of the wallet picture. |
| 02 | Power Button |
Press the power button for 7 seconds and enter the SecuX Bootloader Mode
| • | Bootloader Mode Picture. |
| 03 | Connect to SecuXess web wallet via USB with computer to update firmware again |
| • | How it works – How to connect |
| 04 | Submit Online Contact Form to our customer support |
My SecuX wallet does not turn on
| 01 | Reset pin |
Did you try to press the reset pin to restart the wallet?
| • | Back of the wallet picture. |
| 02 | USB cable |
Did you use the USB cable included in the original packaging?
| • | Try a different USB cable |
| • | Try a different USB port |
| • | Try a different computer |
| 03 | Submit Online Contact Form to our customer support |
My computer / mobile device cannot find my SecuX wallet during Bluetooth pairing
| 01 | Model |
| • | Make sure your wallet is W20 or V20 |
| • | W10 does not have bluetooth capabilities |
| 02 | iOS App |
STEP A
Make sure you download the correct app
| • | include link for iOS app |
STEP B
in-App pairing
| 03 | Wallet |
| • | Make sure you have logged into your wallet using your pin. |
| 04 | Bluetooth |
STEP A
make sure the wallet’s Bluetooth is turned ON
| • | Go to the wallet’s setting menu, click on Bluetooth and ON (show picture) |
STEP B
Make sure computer or mobile phone’s bluetooth is turned ON
| 05 | Submit Online Contact Form to our customer support |
My computer cannot find my SecuX wallet which is connected via USB cable
| 01 | Connecting to a computer |
STEP A
make sure your link is correct
| • | include link for SecuXess. |
STEP B
Make sure you are using Chrome browser
| 02 | Wallet |
Make sure you have logged into your wallet using your pin
| 03 | USB cable |
Did you use the USB cable included in the original packaging?
| • | Try a different USB cable. |
| • | Try a different USB port. |
| • | Try a different computer. |
| 04 | Bluetooth |
make sure the wallet’s Bluetooth function is turned OFF
| • | Go to the wallet’s setting menu, click on Bluetooth and OFF (show picture). |
| 05 | Submit Online Contact Form to our customer support |
I realized I sent VEN which is not supported instead of VET to the wallet’s address, how do I recover my funds?
Although we do not encourage the sharing, storing nor providing your 24 Recover Words or PIN on your computer, mobile phone, cloud services or any services online which may pose security risks to your digital assets, we would suggest that under the given circumstances, please make sure you are in a safe environment, and once you finish recovering your funds immediate take necessary precaution such as transfer all your assets to a wallet with a different Private Key.
Please be aware that the above-mentioned third party service is NOT owned or operated by SecuX. You agree that your use of Third Party Services is subject to separate terms and conditions between you and the third party.
| 01 | Recovery Word and Passphrase |
| • | Prepare your recovery words. |
| • | Prepare your passphrase, if you have one set up. |
| 02 | Private Key Calculator |
| 03 | Third-Party Wallet |
| • | Prepare a wallet that supports Theta/VET coin i.e. Trust Wallet. |
| 04 | Calculate your ETH account private key |
STEP A
Use the private key calculator
STEP B
Use your recovery words and passphrase
| • | insert screenshot. |
| 05 | Recover Theta / VET on the third party wallet that supports VET using the private key calculated from the previous step |
I realized I sent an unsupported crypto to the wallet’s address, can I cancel the transaction? How do I recover my funds?
Although we do not encourage the sharing, storing nor providing your 24 Recover Words or PIN on your computer, mobile phone, cloud services or any services online which may pose security risks to your digital assets, we would suggest that under the given circumstances, please make sure you are in a safe environment, and once you finish recovering your funds immediate take necessary precaution such as transfer all your assets to a wallet with a different Private Key.
Please be aware that the above-mentioned third party service is NOT owned or operated by SecuX. You agree that your use of Third Party Services is subject to separate terms and conditions between you and the third party.
| 01 | Recovery Word and Passphrase |
| • | Prepare your recovery words. |
| • | Prepare your passphrase, if you have one set up. |
| 02 | Third-Party Wallet |
| • | Prepare a wallet that supports the crypto i.e. Trust Wallet. |
| 03 | Recover on the third party wallet using your recovery words |