Troubleshooting

The reassuring part first

Almost nothing in this list means your funds are at risk. Your coins are on the chain, not in the extension, and your keys come back from your recovery phrase. The exceptions are called out explicitly.

The wallet will not open, or the popup is blank

Usually a stalled extension service worker.

1. Close the popup and reopen it from your pinned toolbar icon.
2. Open the wallet in a full tab or the side panel instead.
3. Reload the extension from the browser’s extension page.
4. Restart the browser.

Your funds are fine. This is a browser process problem, not a wallet problem.

Balance shows zero after a restore

Almost always the address type or derivation path, not the phrase.

1. Try each address type: Native SegWit, Taproot, Nested SegWit, Legacy. See Address types.
2. If you imported from another wallet, use its preset. See Import an existing wallet.
3. If you used a BIP-39 passphrase, enter it. Without it you have a different wallet entirely.
4. Check an address you know is yours appears somewhere in the restored wallet.

Available balance is lower than the total

Working as intended. Some coins are protected and cannot fund a plain payment. Open the locked coins screen to see which, and why. See Protected outputs.

If more is protected than usual, an indexer may be lagging or unreachable, and coins that are normally clear are being held back because unknown is treated as unsafe.

A screen says the operation is not available in this build

Not an outage and not a setting. Your build does not carry evidence for that operation. Nothing local changes it. See Why an action is unavailable.

A transaction has been pending for hours

The fee rate was below what blocks are currently clearing.

There is no fee bump in this wallet

Universe Wallet 1.7.5.8 has no fee bump, no speed up, and no child-pays-for-parent. Your options are to wait, or, if you marked the transaction replaceable when you created it, to build a replacement using separate software. A transaction that is never mined is eventually dropped by nodes and the coins become spendable again, with no fixed timetable.

Assets do not appear, but the balance does

Asset data comes from indexers, which read the chain and decide what a transaction meant. They can lag behind confirmations.

1. Pull down on the home screen to force a refresh.
2. Check whether the protocol is one your build can read at all. See What this release authorizes.
3. Look for a wallet API unreachable notice, which appears only after a health check failed and retries every minute.

An image will not load

A tile reading media unavailable means every source for that item failed. Other tiles keep loading. Originals stay exact on chain. See Media and large portfolios.

A connected site does not work

1. Check it appears under Connected sites. If the site claims you are connected and the wallet does not list it, the page is faking that state. Leave.
2. Check you are on the network the connection was granted for. A connection covers one address on one network.
3. Disconnect and reconnect.
4. Reload the page.

The approval window did not appear

The extension service worker may be asleep, or the window opened behind your browser.

1. Check for another browser window.
2. Open the extension from your toolbar, then retry the action on the site.

An approval says Request replaced

The request changed after you looked at it, so the wallet refused rather than signing. This is the protection working. Do not retry blindly: refresh the site’s state first, then start the action again, and read the new request carefully.

You forgot your password

Not recoverable, and not fatal. Reinstall the extension and restore from your recovery phrase. See Backup and recovery.

Coins moved and you did not authorize it

Stop reading this page. Go to If your wallet is compromised. Speed matters more than diagnosis.

Still stuck

Support and reporting. Nobody there will ever ask for your recovery phrase.