โ“Technical Concerns & Troubleshoot

Solutions to the common issues faced by Coinshift users.

Why isn't my newly created Safe appearing in the web interface or desktop app?

Sometimes, due to caching, network delays, or synchronisation issues, a newly created Safe might not immediately display in the web interface or desktop application.

To resolve this:

  • Refresh the Interface- Simply refreshing the web interface or restarting the desktop app can help display the most recent data.

  • Clear Cache- If you're using a web interface, try clearing your browser's cache. This action can resolve any potential display issues caused by stored data.

  • Check Network Connectivity- Ensure you're connected to the internet and the connection is stable. If possible, switch to a more reliable network.

  • Check on Explorer- Sometimes checking on Explorer can be complicated. User has to go to the transaction on Explorer -> logs, and from the logs, they can figure out the address of the newly created Safe. Note: The alternative would be Safe UI, but it is not ideal to navigate them to Safe UI in this case.

  • Contact Support- If the above steps don't resolve the issue, reach out to Coinshift's official support channels for assistance.

I mistakenly sent assets to the same Safe address but on a different network. Can I recover them?

It's uncommon to have identical Safe addresses across different networks. Unfortunately, if you've sent assets to the same Safe address on a different network, there's a high likelihood that this mistake could result in a permanent loss of your funds.

Always ensure you're using the correct network when sending or receiving assets to avoid such errors.

If you find yourself in this situation, it's still worth reaching out to Coinshift's official support channels for any potential guidance or assistance.

I've transferred tokens to my Safe, but I can't see some of them. Why?

Coinshift uses Coingecko to fetch market data for cryptocurrencies and by default showcases details for the top 1000 listed tokens. If your token isn't within this range, you'll need to add it manually to see it in your Portfolio. For detailed steps on how to do this, please refer to this article.

Why am I charged a fee when canceling a transaction?

When you initiate a transaction on a blockchain network, it gets added to the transaction pool, waiting for miners or validators to pick it up and confirm it. If you decide to cancel the transaction, what you're essentially doing is sending another transaction to override the previous one. This new transaction requires network resources and processing, hence the associated fee. It's the cost for the work miners or validators need to perform to confirm this new "cancel" transaction.

Why do transactions fail onchain?

Transactions in a blockchain can fail for various reasons. Below are some common reasons why a transaction might fail. Identify the reason applicable in your case and check for the solution:

  1. Insufficient Funds- A transaction will fail if a user tries to send more tokens than they have in their wallet.

Solution- Ensure that there are sufficient funds in the wallet before initiating the transaction. Coinshift has checks in place to ensure you cannot send more funds than are in your wallet.

  1. Network Congestion- A transaction can fail or be significantly delayed if the network is highly congested during periods of high transaction volume. Miners or validators usually prioritise transactions with higher fees. If the fee set for your transaction is not competitive, it may take a very long time to be included in a block or might eventually be dropped from the transaction pool.

Solution- Create a new transaction with a higher fee to increase the chances of it being processed quickly.

  1. Reaching Gas Limit- In Ethereum, every transaction requires a certain amount of computational power, called gas. If the transaction is complex and requires more gas than what is set as the gas limit, it will fail.

Solution- Increase the gas limit and re-submit the transaction.

  1. Nonce Issues- In blockchain networks like Ethereum, each transaction from an account has a sequential number called a nonce. If transactions are not processed in order or if there is a nonce mismatch, the transaction could fail.

Solution- Adjust the nonce to the correct value and submit a new transaction.

  1. Double Spending- A transaction could be considered invalid if the network detects an attempt to spend the same funds twice. Blockchain networks have mechanisms to prevent double spending, and transactions that attempt to double-spend are rejected.

Solution- Ensure that the funds are only spent once and create a new transaction.

  1. Slippage Issue- If you are trading on a Decentralised Exchange (DEX) and your transaction is failing, it may be due to slippage.

Solution- Refresh the prices, adjust the slippage settings and/or gas, and try submitting the transaction again.

  1. Chain Reorganisations- A transaction may initially be confirmed but later unconfirmed due to a chain reorganisation, which occurs when the network reaches consensus on an alternate transaction history.

Solution- Monitor the transaction. Coinshift detects chain reorganisations and will mark a transaction as failed if a reorganisation takes place.

  1. Token Allowance Issues- When interacting with smart contracts, it is common to authorise a contract to spend tokens on your behalf. If insufficient tokens are approved for the contract to use, the transaction will fail.

Solution- Grant the necessary token allowances and then create a new transaction.

Why do Safe contract transactions with identical nonces conflict?

Safe contracts use a 'nonce' system similar to externally owned accounts (EOAs). This ensures each transaction is unique, preventing replay attacks. If two Safe transactions share a nonce, only one can be executed, invalidating the other. After a Safe transaction is executed, its nonce increases by one, and subsequent transactions must adopt this new nonce.

I can't log into Coinshift and see a message that says, "The requested account and/or method have not been authorized by the user". What can I do?

This is a common Metamask connection issue that users encounter while logging in. Disconnecting and connecting your wallet can help in fixing it.

I'm seeing a message when trying to sign a transaction: "Wallet signature denied. Signing typed data is not supported by your wallet. Please sign the hash instead." What should I do?

This issue has been observed with the combination of Ledger and Metamask (MM) on Firefox, particularly after their latest releases. To resolve this, consider switching to another browser. Compatible alternatives include Chrome, Edge, Brave, and others. Ensure that you're using the most updated version of your chosen browser for the best experience.

Metamask Typed Message Signature: User denied message signature. What does this mean?

This error arises due to a recent update in Metamask which introduced a new error code, particularly during a fallback from eip-712. If you encounter this issue, ensure that you are using the latest version of the application and refer to the updated documentation or the Metamask support community for guidance on resolving such errors.

What happens if Coinshift experiences downtime or outages?

At Coinshift, we understand the importance of continuous access to our app. In the event of downtime or outages:

  • Safety of Funds- Your funds remain secure. Outages affect the accessibility of the app but don't compromise the security of your assets

  • Timely Updates- We prioritise communication and promptly update users on the situation via our official channels

  • Maintenance Mode- During scheduled app maintenance, some functionalities may be paused. We always aim to minimise disruption and typically perform these tasks during off-peak hours

  • Backup- We have backup systems in place to restore functionality as soon as possible

  • Support- Our team is always ready to address your queries during unexpected outages

We continuously work towards enhancing our infrastructure and resilience to potential downtimes, and we always prioritise the needs and concerns of our users.

Please contact customer support if you have questions about Coinshift that remain unanswered after reading this documentation or are in need of tech support. We will reply to your inquiry as soon as possible.

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