Running into a problem? Here are solutions to the most common issues Pays Wallet users encounter.

Login & Authentication Issues

I can't log in

Make sure you're using the same email or social account you originally signed up with.
Check your internet connection — the app needs connectivity to authenticate.
If you're using email login, check your spam/junk folder for the verification email.
Try force-closing the app and reopening it.

My session keeps expiring

Sessions are designed to expire after a period for security. Simply log in again — your wallet and funds are always safe.

Biometric login isn't working

Make sure Face ID or fingerprint is enabled in your phone's system settings.
Try removing and re-adding your biometric data in your phone settings.
As a fallback, you can always log in with your email or social account.

Wallet & Balance Issues

My balance isn't showing correctly

Pull down on the Wallet tab to refresh.
If you recently received a transfer, it may take a moment for the balance to update.
Make sure you're looking at the right network — your assets may be on a different chain.

My balance shows zero but I have funds

Check if you've toggled the balance hide feature. Tap the balance to reveal it.
Pull to refresh to force a balance update.
If you sent crypto to your EOA (externally owned account) instead of your smart wallet, you may need to sweep those funds. Check the app for an EOA sweep option.

A token I received isn't showing

Not all tokens are displayed by default. If you received an uncommon token, it may take a moment to appear.
Make sure the sender used a supported network (Base, Arbitrum, Optimism, or Polygon).
Pull to refresh on the Wallet tab.

Transaction Issues

My transaction is stuck on "Pending"

Most L2 transactions confirm within seconds. If it's been more than a few minutes, there may be network congestion.
Pull to refresh your Activity feed to check for updates.
If a transaction remains pending for an extended period, contact support with the transaction details.

I sent crypto to the wrong address

Unfortunately, blockchain transactions are irreversible. Once confirmed, crypto cannot be recalled.
Always double-check the recipient address before sending. Using saved contacts or QR codes helps prevent mistakes.

Transaction failed

This can happen due to insufficient network fee balance, network issues, or smart contract errors.
Check that you have enough ETH (or the native gas token) to cover network fees.
Try the transaction again — transient network issues usually resolve quickly.

Card Issues

My card payment was declined

Check that your card has enough spendable balance.
Make sure the card isn't frozen — check the Cards screen (via the card icon in the wallet header).
Some merchants don't accept virtual cards. Try a different merchant if this keeps happening.
Your card may be blocked for certain transaction types by the card network.

I can't see my card details (number, CVV)

Go to the Cards screen (via the card icon in the wallet header), tap on your card, and look for the flip icon to reveal the back of the card with your details.

I reached the maximum number of cards

You can have up to 5 active cards. To create a new one, you'll need to manage your existing cards first.

App Performance

The app is slow or laggy

Make sure you're running the latest version of the app.
Close other apps running in the background.
Try force-closing and reopening Pays Wallet.
Check your internet connection — slow connectivity can affect performance.

The app crashed

Reopen the app. Your data and funds are safe — everything is stored on the blockchain and our servers.
If crashes persist, try updating to the latest version from the App Store.
As a last resort, try uninstalling and reinstalling the app, then log back in.

Can't find what you're looking for? Tap the chat icon in the app and our support team will help you directly.

Troubleshooting Common Issues