My wallet is not working, how can I fix it?
Do you know what to do if your screen goes blank? Are you getting a bizarre balance on your wallet's screen? Are you trying to connect to a site and it's not going through? Are you getting stuck at any moment when using Sequence Wallet?
There are many different things that could cause a problem with your computer. No matter what's causing the issue, troubleshooting will always be a process of trial and error to find what is not working the way it is supposed to be.
First and foremost, we recommend scanning through our articles at support.sequence.info we might already have a solution for that.
Then, you may start using the following troubleshooting tips:
1. Ctrl + Shift + R (hard reload site)
This is a keyboard shortcut used to perform a hard reload of a web page in a desktop web browser.
Press "Ctrl + F5" or press "Ctrl + Shift + R" (Windows, Linux)
Press "Command + Shift + R" (Mac)
2. Confirming system clock
Sometimes you may find an issue related to an out-of-sync device. This means your device's system clock might be on another date or hour and that can cause an error.
You'll need to confirm that your device's clock is exactly the same as the now shown in https://time.is/
3. Sign out and log in again
Even though this seems quite silly, it's one of the most useful ways to fix an issue. A quick log out of the wallet can help a lot if the experienced issue is a glitch of timing between actions.
Click on your wallet address or image to open the dropdown options
Click on Sign Out
Sign of your Sequence wallet
Sign in again using the same credentials as you usually do.
If the problem persists, continue to tip 4 "Clear Cache"
4. Signing in with a "Guest Profile"
In order to discard the browser's user-specific features, you should try signing in using the Guest/Anonym profile of your chosen web browser.
Using Mozilla Firefox? ⚠️ Note: Sequence doesn't support private browsing in Firefox.
Guest Profile is called in Google Chrome
5. Clear Cache
Sometimes data, which is stored in the cache prohibits loading up-to-date contents. When you delete the stored cache data, the new version can be retrieved.
Go to Options Menu of your browser > More > More tools > Clear browsing data.
At the top, choose a time range. To delete everything, select All time.
Next to "Cookies and other site data" and "Cached images and files," check the boxes.
Click Clear data.
If the problem persists, continue to tip 6 "Try in another Browser"
6. Try in another browser
Now we want to validate whether it is an issue related to the brand browser you're connecting to.
If you're using Chrome browser, try using another Web Browser (Mozilla Firefox, Safari, etc)
7. Try a different device
If the browser test didn't sort it out, maybe you should validate whether it is an issue related to the device you're connecting to.
If you're using your mobile device, please log in to your computer. 💻
If you're using your computer, please log in to your mobile device. 📱
8. Visit our community at Discord
Most of the time, the obstacle you're getting was also experienced by someone else before you. So it is very possible that in that case a member of our community has experienced that or knows how to solve it quickly.
Visit our Discord community by clicking here and if you can't find a previous question about this, you may also want to ask in the #support channel
9. Submit a support ticket
If any of these quick troubleshooting steps didn't work out, thank you for trying this first and we're sorry you had to go to all of these without a satisfying result. On the other hand, having the troubleshooting complete will help us move faster on our end to help you solve this issue deeper.
There are many different things that could cause a problem with your computer. No matter what's causing the issue, troubleshooting will always be a process of trial and error to find what is not working the way it is supposed to be.
First and foremost, we recommend scanning through our articles at support.sequence.info we might already have a solution for that.
Then, you may start using the following troubleshooting tips:
1. Ctrl + Shift + R (hard reload site)
This is a keyboard shortcut used to perform a hard reload of a web page in a desktop web browser.
Press "Ctrl + F5" or press "Ctrl + Shift + R" (Windows, Linux)
Press "Command + Shift + R" (Mac)
2. Confirming system clock
Sometimes you may find an issue related to an out-of-sync device. This means your device's system clock might be on another date or hour and that can cause an error.
You'll need to confirm that your device's clock is exactly the same as the now shown in https://time.is/
3. Sign out and log in again
Even though this seems quite silly, it's one of the most useful ways to fix an issue. A quick log out of the wallet can help a lot if the experienced issue is a glitch of timing between actions.
Click on your wallet address or image to open the dropdown options
Click on Sign Out
Sign of your Sequence wallet
Sign in again using the same credentials as you usually do.
If the problem persists, continue to tip 4 "Clear Cache"
4. Signing in with a "Guest Profile"
In order to discard the browser's user-specific features, you should try signing in using the Guest/Anonym profile of your chosen web browser.
Using Mozilla Firefox? ⚠️ Note: Sequence doesn't support private browsing in Firefox.
Guest Profile is called in Google Chrome
5. Clear Cache
Sometimes data, which is stored in the cache prohibits loading up-to-date contents. When you delete the stored cache data, the new version can be retrieved.
Go to Options Menu of your browser > More > More tools > Clear browsing data.
At the top, choose a time range. To delete everything, select All time.
Next to "Cookies and other site data" and "Cached images and files," check the boxes.
Click Clear data.
If the problem persists, continue to tip 6 "Try in another Browser"
6. Try in another browser
Now we want to validate whether it is an issue related to the brand browser you're connecting to.
If you're using Chrome browser, try using another Web Browser (Mozilla Firefox, Safari, etc)
7. Try a different device
If the browser test didn't sort it out, maybe you should validate whether it is an issue related to the device you're connecting to.
If you're using your mobile device, please log in to your computer. 💻
If you're using your computer, please log in to your mobile device. 📱
8. Visit our community at Discord
Most of the time, the obstacle you're getting was also experienced by someone else before you. So it is very possible that in that case a member of our community has experienced that or knows how to solve it quickly.
Visit our Discord community by clicking here and if you can't find a previous question about this, you may also want to ask in the #support channel
9. Submit a support ticket
If any of these quick troubleshooting steps didn't work out, thank you for trying this first and we're sorry you had to go to all of these without a satisfying result. On the other hand, having the troubleshooting complete will help us move faster on our end to help you solve this issue deeper.
Updated on: 12/02/2024
Thank you!