Part 6 · Troubleshooting and reference
6.4Status reference
All statuses the app shows, in one place: what each one means, what to do, and which page describes it in detail.
Phone verification
| Status | What it means | What to do |
|---|---|---|
| Tick next to Bind Mobile | Your phone number is bound. | Nothing. |
| No tick next to Bind Mobilenot verified | Your phone number isn't bound yet. | Bind your number (see 2.2). |
| Not Submitted / Not Verified | Identity verification hasn't been started. | Start verification (see 2.3). |
| Verification pending / Pending | Documents are being checked; this may take up to 24 hours. | Wait. |
| Verification Completed / Verified | Identity verified. | Nothing. |
| Verification rejected / Rejected | Rejected; the screen shows the reason and what to fix. | See 2.5. |
The status is on the Account › Account › Security VerificationIdentity verification page, in the Bind Mobile row. More: 2.1.
Card
| On the card | What it means | What to do |
|---|---|---|
| Card details, no status | The card is active and ready to use. | All actions are available: top up, freeze, see the number, expiry date and CVV. |
| In the process of releaseThe card is in the process of being issued | The card is being issued. The text below the card reads Your card is being prepared for issuance. This may take some time. Please wait. | Nothing: the card becomes active automatically. |
| Assigning card... / Card assigned | A physical card is being linked / is linked to the account. | See 3.4. |
| Activating card... | The card is being activated. | Wait (see 3.4). |
| Freezing card...Card freezing in progress | Your freeze request is being processed. This may take up to 3 minutes. | Wait (see 2.5). |
| Card frozen | The card is temporarily locked: payments are blocked, top-ups and card details are unavailable; the transaction history stays visible. | Tap Unfreeze below the card (see 2.5). |
| Unfreezing card...Card unfreezing in progress | Your unfreeze request is being processed. | Wait: the card becomes active again, and you see Card unfrozen successfully. |
If an “in progress” status lasts longer than 3 minutes, close and reopen the apppull the card screen down. In the card list, the status is shown by its internal English name (see 2.8). Details: 2.1, 2.5.
Card transactions
| Status | What it means | What to do |
|---|---|---|
| Completed | The transaction has gone through. | Nothing. |
| Pending | The transaction is still being processed. | Wait. |
| Declined | The payment didn't go through. | Open the transaction: the reason is in the Failure reason row (see 2.9). |
| Unknown | The app didn't receive or didn't recognise the status. | Open the transaction details; if you still have questions, contact support (see 5.7). |
Card transaction statuses are always shown in English, whatever the app language. Details: 2.9.
Crypto transactions
| Status | What it means | What to do |
|---|---|---|
| Pending | The network hasn't confirmed the transfer yet. In the transaction list, a spinner turns around the coin icon. With the recommended or a higher fee this usually takes a few minutes; the lower the fee, the longer the wait can be. | Wait. You can speed up or cancel your own outgoing transfer on an EVM network (see 4.5). |
| Processing | The transfer is already in a block, but not final yet. The list shows the same spinner. | Wait. The transfer can no longer be sped up or cancelled. |
| Completed | The transfer is final and irreversible. The list shows the regular coin icon. | Nothing. |
| Failed | The transfer wasn't made and no funds moved; the network fee may still be charged. Replaced and cancelled transfers are shown the same way. The list shows a red icon. | Check the transfer in the blockchain explorer from the transaction details (see 4.7) and send it again if needed. |
The status is shown in the Status row of the transaction details. The i icon in this row opens explanations of the statuses. For Bitcoin, the details can also show Double Spend Risk! and Locked until … (see 4.4). Details: 4.6, 4.7.
Coin sync
| What you see | What it means | What to do |
|---|---|---|
| Syncing… / Syncing… 42% | The coin is catching up with the blockchain; on the right — the date up to which data has already been received (“until …”). Until syncing finishes, the balance may be incomplete. | Wait. Sending the coin may be unavailable until syncing finishes. |
| Searching transactions… | The wallet is looking for transactions; on the right — how many it has found so far. | Wait. |
| Stopped | Syncing is paused. | Check the connection; if the coin doesn't resume, see 6.2. |
| Red icon instead of the logo | The coin didn't sync. | Tap the icon: the Sync Error panel opens with the buttons Retry, Change Source (for some networks) and Report. Without internet, you see No Internet instead. |
| N/ANo price under the coin code | The price of this coin isn't available right now. | Nothing: it doesn't affect the amount of coins. |
| Dimmed amounts | Some prices are out of date, or not all coins are synced. | Wait for syncing to finish or pull the coin list down to refresh balances and prices. |
| Please wait for the sync to finish. | On the coin page: the transaction history appears after syncing. | Wait. |
| Wait for synchronization | When you choose a coin to send: the coin is still syncing. | Try again a little later. |
Wallet backup
| In the wallet list | What it means | What to do |
|---|---|---|
| Backup required | The wallet has no backup of the recovery phrase. Until it has one, Receive doesn't show the address. | Make a backup (see 3.4). |
| Warning iconRed icon instead of ⋮ | The wallet needs attention: it has no manual backup of the recovery phrase, or it is non-standard.usually it has no backup at all, neither manual nor to a file. | Make a backup — manual or to a file (see 3.4). |
| Migration Required | The wallet is non-standard and needs to be updated: its recovery phrase or passphrase doesn't match the standard. | Open the wallet settings and follow the note at the top; if you still have questions, contact support (see 5.7). |
| 12 words / 12 words with passphrase | The wallet type: how many words the recovery phrase has and whether there is a passphrase. | Nothing. |