Case
Case: Unable to send
Description: When sending token from Coin98 wallet, you get errors like: Unable to send; or “Please try again later”. You can perform self-check steps below:
Steps to check:
Guide | Make sure your app is on latest version
Make sure your wallet has enough gas fee
Try sending half of your balance, in integer number (e.g. 5 C98 instead of 10.3984 C98)
Guide | Try checking your phone and internet connection
Guide | If above steps won’t work, please contact Livechat
Case: Error “Bad secret key size”
Description: When Solana transaction fails with the error “Bad secret key size”. You can perform self-check steps below:
Steps to check:
Guide | Make sure your app is on latest version
Guide | Try remove then restore your wallet again
Guide | If above steps won’t work, please contact Livechat
Case: Token sent to exchange/another wallet hasn't arrived.
Description: When you have sent/ withdrawn tokens from Coin98 to another wallet. Sent successfully, but the token not displaying on recipient wallet. You can perform self-check steps below:
Steps to check:
Guide | Check the transaction on explorer > Is “Status” field of the transaction appears as “Success”?
Yes > The transaction is successful. The token has reached the recipient address. If the token isn’t visible on recipient platform. Please continue on next step.
No > The token remains in your wallet. Please try sending it again.
Is recipient platform Coin98 Wallet or other platform?
Yes > If recipient platform is Coin98 Wallet, please check Case: My token is not displayed.
No > If recipient platform is not Coin98 Wallet, please contact the recipient platform’s support
Guide | If above steps won’t work, please contact Livechat
Case: Unable to swap
Description: When you are unable to perform swap transaction, please perform self-check steps below:
Steps to check:
Guide | Make sure your app is on latest version
Make sure your wallet has enough gas fee
Reduce your swap amount in half, in integer number (5 C98 instead of 10.3984 C98). Then try again
Guide | Increase Slippage Tolerance, then try again
Guide | If above steps won’t work, please contact Livechat
Case: Error “This swap is not supported”
Explanation: Currently, Coin98 Super Wallet does not support swapping this token pair, likely due to the absence of a corresponding liquidity pool.
In this situation, you can find any dApps that support this swap pair and connect with it through dApp browser on Coin98 wallet.
For detailed instructions, please refer to the following guide: Coin98 dApp Browser Documentation
Case: I forgot my wallet recovery key
Description: When you have forgot your recovery key, you can check the following steps to see if it is possible to retrieve it.
Note: The recovery key (Seed Phrase or Private Key) is the only way to restore a non-custodial wallet. If lost, wallet recovery is not possible.
Steps to check:
Is your wallet still active within Coin98 Wallet?
Yes > Guide | Retrieve the recovery key from Coin98 Wallet. Please back up your key after that (Refer to this guide for suggestions)
No > Continue on next step
Have you used our Cloud Backup feature before?
Yes > Guide | Please restore your wallet using Cloud Backup
No > Continue on next step
Did you save the recovery keys in anywhere? (Refer to this guide for suggestions)
Yes > Please retrieve recovery from your backup place, then restore into Coin98 Wallet.
No > Case that you have not saved your recovery keys anywhere, and your wallet is not active within Coin98 Wallet. Unfortunately, we are unable to assist you further on key recovery.
Guide | Still need help? Please contact Livechat.
Case: When connect dApp, error "Wallet not found"
Description: When connect with dApps, the error returns "Wallet not found". Usually, it is because you have connected wallet on wrong chain. Please perform self-check steps below:
Steps to check:
Guide | Make sure your app is on latest version
Do your own research: Which chains do your dApp support?
Guide | Ensure the right wallet on the right chain is selected in the Connection section
Guide | Close all tabs, clear cache, then try again
Guide | Still need help? Please contact Livechat. Make sure to prepare:
Self-check proof of steps above and
Screenshots or a video recording of the connection error
Case: General errors when connect dApp
Description: When connect with dApps, you may run into the following issues:
Error “Type Cannot Read property ‘method’ of undefined”.
Error: "Application error: a client-side exception has occurred…”
No pop-up confirmation for wallet connection
dApp not loading (blank screen) Please perform self-check steps below:
Steps to check:
Guide | Make sure your app is on latest version
Do your own research: Which chains do your dApp support?
Guide | Ensure the right wallet on the right chain is selected in the Connection section
Guide | Close all tabs, clear cache, then try again
Guide | Try checking your phone and internet connection
Guide | Still need help? Please contact Livechat. Make sure to prepare:
Self-check proof of steps above and
Screenshots or a video recording of the connection error
Case: I cannot stake
Description: This guide will help you resolve common issues when staking on PowerPool
Steps to check:
Guide | Ensure your wallet has sufficient native tokens for gas fees (Note: Staking on the Viction Network is supported with zero gas fees)
Guide | Make sure your app is on latest version
Guide | Try checking your phone and internet connection
Guide | Perform a self-transfer to solve any previously pending transactions
Guide | Still need help? Please contact Livechat. Make sure to prepare:
Self-check proof of steps above
Screenshot of your app version
Screenshots or a video recording of the error
Your Wallet Address
Case: I cannot unstake or havest
Description: This guide will help you resolve common issues when unstaking or harvesting on PowerPool
Steps to check:
Guide | Ensure your wallet has sufficient native tokens for gas fees (Note: Staking on the Viction Network is supported with zero gas fees)
Guide | Make sure your app is on latest version
Guide | Try checking your phone and internet connection
Guide | Perform a self-transfer to solve any previously pending transactions
Guide | Still need help? Please contact Livechat. Make sure to prepare:
Self-check proof of steps above
Screenshots or a video recording of the error
Screenshot of your app version
Your Wallet Address
Case: I don't see my Vault
Description: When accessing Vault via the Coin98 Super Wallet app or Vault Web, your existing Vault position may not appear or show as missing. You can follow the self-check steps below:
Steps to check:
Guide | Make sure your app is on latest version
Guide | Connect to the wallet address where the Vault was originally created, this applies to both in-app and Vault Web
Guide | Ensure the network of the Vault is activated in Manage Blockchains
Guide | If the above steps don’t work, please contact Livechat
Case: I can't claim my Vault
Description: When trying to claim tokens from a Vault on Coin98 Wallet, the transaction may fail or show errors like “Unable to claim”, “Something went wrong”. You can perform the following self-check steps:
Steps to check:
Guide | Make sure your app is on latest version
Make sure your wallet has enough gas fee to process the transaction
Guide | Perform a self-transfer to solve any previously pending transactions
Guide | If above steps won’t work, please contact Livechat
Case: "Invalid seedphrase" when restoring wallet
Guide | Make sure your app is on latest version
Guide | Double-check your recovery key (seed phrase) for spelling, spacing, word order, and format
Guide | If above steps won’t work, please contact Livechat
Case: Restored into different wallet address
Description: When restoring a wallet on Coin98 Wallet, you may encounter an “Invalid seed phrase” error. This usually means there's a mistake in the input. Please follow the self-check steps below to verify your recovery key:
Steps to check:
Guide | Make sure your app is on latest version
Guide | Double-check your recovery key (seed phrase) for spelling, spacing, word order, and format
Guide | Check if the correct import standard (New or Old) is selected for the blockchain you're restoring
Guide | Still need help? Please contact Livechat.
Case: My KYC status is "Waiting Approval" for too long
Description: After completing the KYC verification, if you have been waiting for over 24 hours but the status is “Waiting Approval”, please do the following steps:
Steps to check:
Guide | Make sure your app is on latest version
Make sure you have uploaded all the required documents
Try reloading the KYC result by clicking the reload icon on the top right corner
Guide | Still need help? Please contact Livechat and provide the following information:
Full name used for KYC registration.
Email used for the Email Verification step in KYC.
Your OneID for verification
Identification document used for KYC and its details (e.g., if you used a Citizen ID, please provide the Citizen ID number. Similarly, if you used a Passport, please provide the Passport number).
The screenshot of the KYC Result interface
Case: Error when scanning Zen card
Description: When scanning a Zen Card to perform any confirmation on the app, if the error pop-up, please do the following steps.
Steps to check:
Guide | Make sure your app is on latest version
Guide | Make sure you are using the right card for scanning
Guide | Make sure NFC is supported on your device
Guide | Try scanning with different positions until it works
Guide | If above steps won’t work, please contact Livechat and provide the following:
A screenshot of your card status in the NFC Tools
Unable to make transaction with Watch Only wallet
Description: When making transactions from Coin98 wallet, instead of Send button you see a greyed out Watch Onlybutton. That means it is a Watch Only wallet - the wallet for monitoring purpose, allowing you to observe the wallet's balance and transactions without the ability to initiate transactions or access private keys.
Steps to check:
Guide | Check if your wallet is a Watch Only Wallet
Guide | Restore a wallet (by Seed Phrase or Private Key)
Try performing any transactions from your wallet after restoring a wallet
Guide | Still need help? Please contact Livechat
I don't see my wallet in Coin98 App
Description: You open the App and do not see your frequently used wallet?
Steps to check:
Guide | Make sure your app is on latest version
Guide | Check if your wallet is in the “All Wallets” section and is toggled on
If you do not see a desired wallet in the list, restore it by recovery keys or Cloud Backup
Case: My token is not displayed
Description: Your tokens were displayed normally before. Now, when you open the Coin98 Super Wallet, your tokens no longer appear in the app.
Step to check:
Guide | Ensure your app is on the latest version
Guide | Ensure your phone and internet connection working properly
Guide | Is the token balance still in your wallet?
Yes > Continue with next step
No > Token may have been transferred or lost. Check (Case: Unrecognized transaction)
Guide | Ensure you activated the blockchain of your token
Guide | Ensure you activated the correct wallet (that holds the token)
Guide | Ensure your token is not being hidden
Guide | Is your token supported by default in our app?
Yes > Continue with next step
No > Guide | Please add it manually as a custom token
Guide | If above steps won’t work, please contact Livechat
Case: My Token Cannot Be Sent
Description: Your token has just been issued via the Token Issuer, but you're currently unable to send it out.
Steps to check
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