# Case

<details>

<summary>Table of contents</summary>

<table><thead><tr><th width="66">STT</th><th width="98">Function</th><th width="442">Issue</th><th>Link</th></tr></thead><tbody><tr><td>1</td><td>Send</td><td>Case: Unable to send</td><td><a href="#case-unable-to-send">Link</a></td></tr><tr><td>2</td><td>Send</td><td>Case: Error “Bad secret key size”</td><td><a href="#case-error-bad-secret-key-size">Link</a></td></tr><tr><td>3</td><td>Send</td><td>Case: I sent token to exchange, but it has not arrived yet</td><td><a href="#case-token-sent-to-exchange-another-wallet-hasnt-arrived">Link</a></td></tr><tr><td>4</td><td>Swap</td><td>Case: Unable to swap</td><td><a href="#case-unable-to-swap">Link</a></td></tr><tr><td>5</td><td>Swap</td><td>Case: Error “This swap is not supported”</td><td><a href="#case-error-this-swap-is-not-supported">Link</a></td></tr><tr><td>6</td><td>Vault</td><td>Case: I don't see my Vault</td><td><a href="#case-i-dont-see-my-vault">Link</a></td></tr><tr><td>7</td><td>Vault</td><td>Case: I can't claim my Vault</td><td><a href="#case-i-cant-claim-my-vault">Link</a></td></tr><tr><td>8</td><td>Key</td><td>Case: "Invalid seedphrase" when restoring wallet</td><td><a href="#case-invalid-seedphrase-when-restoring-wallet">Link</a></td></tr><tr><td>9</td><td>Key</td><td>Case: Restored into different wallet address</td><td><a href="#case-restored-into-different-wallet-address">Link</a></td></tr><tr><td>10</td><td>Key</td><td>Case: I forgot my wallet recovery key</td><td><a href="#case-i-forgot-my-wallet-recovery-key">Link</a></td></tr><tr><td>11</td><td>dApp</td><td>Case: When connect dApp, error "Wallet not found"</td><td><a href="#case-when-connect-dapp-error-wallet-not-found">Link</a></td></tr><tr><td>12</td><td>dApp</td><td>Case: General errors when connect dApp</td><td><a href="#case-general-errors-when-connect-dapp">Link</a></td></tr><tr><td>13</td><td>Stake</td><td>Case: I cannot stake</td><td><a href="#case-i-cannot-stake">Link</a></td></tr><tr><td>14</td><td>Stake</td><td>Case: I cannot unstake/harvest</td><td><a href="#case-i-cannot-unstake-or-havest">Link</a></td></tr><tr><td>15</td><td>KYC</td><td>Case: My KYC status is "Waiting Approval" for too long</td><td><a href="#case-my-kyc-status-is-waiting-approval-for-too-long">Link</a></td></tr><tr><td>16</td><td>Zen Card</td><td>Case: Error when scanning card</td><td><a href="#case-error-when-scanning-zen-card">Link</a></td></tr><tr><td>17</td><td>Wallet</td><td>Case: Unable to make transaction with Watch Only wallet</td><td><a href="#unable-to-make-transaction-with-watch-only-wallet">Link</a></td></tr><tr><td>18</td><td>Wallet</td><td>Case: I don't see my wallet in Coin98 App</td><td><a href="#i-dont-see-my-wallet-in-coin98-app">Link</a></td></tr><tr><td>19</td><td>Display</td><td>Case: My token is not display</td><td><a href="#case-my-token-is-not-displayed">Link</a></td></tr><tr><td>20</td><td>Token Issuer</td><td>Case: My token cannot be sent/ swap after issued</td><td><a href="#case-my-token-cannot-be-sent">Link</a></td></tr></tbody></table>

</details>

## Case: Unable to send

**Description:** When [sending token](https://docs.coin98.com/products/coin98-super-wallet/mobile/asset-management/v15-how-to-send-a-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:**

1. [Guide](/products/troubleshoot/how-to.md#how-to-make-sure-your-app-is-on-latest-version) | Make sure your app is on latest version
2. Make sure your wallet has enough gas fee
3. Try sending half of your balance, in integer number (e.g. 5 C98 instead of 10.3984 C98)
4. [Guide](/products/troubleshoot/how-to.md#basic-device-and-internet-check) | Try checking your phone and internet connection
5. [Guide](/products/troubleshoot/how-to.md#ht5-how-to-contact-support-via-livechat) | If above steps won’t work, please contact Livechat

<figure><img src="https://github.com/microsoft/Web-Dev-For-Beginners/blob/main/images/background.png" alt=""><figcaption></figcaption></figure>

## 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:**

1. [Guide](/products/troubleshoot/how-to.md#how-to-make-sure-your-app-is-on-latest-version) | Make sure your app is on latest version
2. [Guide](/products/troubleshoot/how-to.md#ht6-how-to-remove-then-restore-your-wallet-again) | Try remove then restore your wallet again
3. [Guide](/products/troubleshoot/how-to.md#ht5-how-to-contact-support-via-livechat) | 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:**

1. [Guide](/products/troubleshoot/how-to.md#ht8-how-to-check-a-transaction) | 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.
2. Is recipient platform **Coin98 Wallet** or other platfor&#x6D;**?**
   * **Yes** > If recipient platform **is Coin98 Wallet,** please check [Case: My token is not displayed.](#case-my-token-is-not-displayed)
   * **No** > If recipient platform is **not Coin98 Wallet**, please contact the recipient platform’s support
3. [Guide](/products/troubleshoot/how-to.md#ht5-how-to-contact-support-via-livechat) | 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:**

1. [Guide](/products/troubleshoot/how-to.md#how-to-make-sure-your-app-is-on-latest-version) | Make sure your app is on latest version
2. Make sure your wallet has enough gas fee
3. Reduce your swap amount in half, in integer number (5 C98 instead of 10.3984 C98). Then try again
4. [Guide](https://docs.coin98.com/products/coin98-super-wallet/mobile/swapx/faqs/slippage-tolerance#how-to-use-max-slippage) | Increase Slippage Tolerance, then try again
5. [Guide](/products/troubleshoot/how-to.md#ht5-how-to-contact-support-via-livechat) | 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**](https://docs.coin98.com/products/coin98-super-wallet/mobile/third-party-platforms-and-dapps/dapp-browser)

## 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:**

1. Is your wallet still active within Coin98 Wallet?
   * **Yes** > [Guide](https://www.google.com/url?q=https://docs.coin98.com/products/coin98-super-wallet/mobile/wallet-management/v15-how-to-show-seed-phrase-private-key\&sa=D\&source=docs\&ust=1752572551539959\&usg=AOvVaw0wE5AOWuauFKpRYMbKgQTX) | Retrieve the recovery key from Coin98 Wallet. Please back up your key after that (Refer to [this guide](/products/troubleshoot/how-to.md#ht4-how-to-safely-back-up-your-wallet-recovery-keys-our-recommendations) for suggestions)
   * **No** > Continue on next step
2. Have you used our [Cloud Backup feature](/products/coin98-super-wallet/mobile/security-and-privacy/use-cloud-sync-1.md) before?
   * **Yes** > [Guide](/products/coin98-super-wallet/mobile/security-and-privacy/use-cloud-sync-1.md#section-5) | Please restore your wallet using Cloud Backup
   * **No** > Continue on next step
3. Did you save the recovery keys in anywhere? (Refer to [this guide](/products/troubleshoot/how-to.md#ht4-how-to-safely-back-up-your-wallet-recovery-keys-our-recommendations) 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.
4. [Guide](/products/troubleshoot/how-to.md#ht5-how-to-contact-support-via-livechat) | 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:**

1. [Guide](/products/troubleshoot/how-to.md#how-to-make-sure-your-app-is-on-latest-version) | Make sure your app is on latest version
2. Do your own research: Which chains do your dApp support?
3. [Guide](/products/coin98-super-wallet/mobile/third-party-platforms-and-dapps/dapp-browser.md#how_to_access_the_dapp_browser_on_coin98_wallet) | Ensure the right wallet on the right chain is selected in the Connection section
4. [Guide](/products/coin98-super-wallet/mobile/third-party-platforms-and-dapps/dapp-browser.md#how_to_add_dapp_to_favorite_list) | Close all tabs, clear cache, then try again
5. [Guide](/products/troubleshoot/how-to.md#ht5-how-to-contact-support-via-livechat) | 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:**

1. [Guide](/products/troubleshoot/how-to.md#how-to-make-sure-your-app-is-on-latest-version) | Make sure your app is on latest version
2. Do your own research: Which chains do your dApp support?
3. [Guide](/products/coin98-super-wallet/mobile/third-party-platforms-and-dapps/dapp-browser.md#how_to_access_the_dapp_browser_on_coin98_wallet) | Ensure the right wallet on the right chain is selected in the Connection section
4. [Guide](/products/coin98-super-wallet/mobile/third-party-platforms-and-dapps/dapp-browser.md#how_to_add_dapp_to_favorite_list) | Close all tabs, clear cache, then try again
5. [Guide](/products/troubleshoot/how-to.md#basic-device-and-internet-check) | Try checking your phone and internet connection
6. [Guide](/products/troubleshoot/how-to.md#ht5-how-to-contact-support-via-livechat) | 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:**

1. Guide | Ensure your wallet has sufficient native tokens for gas fees (Note: Staking on the Viction Network is supported with zero gas fees)
2. [Guide](/products/troubleshoot/how-to.md#how-to-make-sure-your-app-is-on-latest-version) | Make sure your app is on latest version
3. [Guide](/products/troubleshoot/how-to.md#basic-device-and-internet-check) | Try checking your phone and internet connection
4. [Guide](/products/troubleshoot/how-to.md#ht17-how-to-conduct-self-transfer) | Perform a self-transfer to solve any previously pending transactions
5. [Guide](/products/troubleshoot/how-to.md#ht5-how-to-contact-support-via-livechat) | 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:**

1. Guide | Ensure your wallet has sufficient native tokens for gas fees (Note: Staking on the Viction Network is supported with zero gas fees)
2. [Guide](/products/troubleshoot/how-to.md#how-to-make-sure-your-app-is-on-latest-version) | Make sure your app is on latest version
3. [Guide](/products/troubleshoot/how-to.md#basic-device-and-internet-check) | Try checking your phone and internet connection
4. [Guide](/products/troubleshoot/how-to.md#ht17-how-to-conduct-self-transfer) | Perform a self-transfer to solve any previously pending transactions
5. [Guide](/products/troubleshoot/how-to.md#ht5-how-to-contact-support-via-livechat) | 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](https://vault.coin98.com/), your existing Vault position may not appear or show as missing. You can follow the self-check steps below:

**Steps to check:**

1. [Guide](/products/troubleshoot/how-to.md#how-to-make-sure-your-app-is-on-latest-version) | Make sure your app is on latest version
2. Guide | Connect to the wallet address where the Vault was originally created, this applies to both in-app and [Vault Web](https://vault.coin98.com/)
3. [Guide](https://docs.coin98.com/products/coin98-super-wallet/mobile/asset-management/how-to-manage-blockchains-on-coin98-super-app-1) | Ensure the network of the Vault is **activated in Manage Blockchains**
4. [Guide](/products/troubleshoot/how-to.md#ht5-how-to-contact-support-via-livechat) | 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:**

1. [Guide](/products/troubleshoot/how-to.md#how-to-make-sure-your-app-is-on-latest-version) | Make sure your app is on latest version
2. Make sure your wallet has enough gas fee to process the transaction
3. [Guide](/products/troubleshoot/how-to.md#ht17-how-to-conduct-self-transfer) | Perform a self-transfer to solve any previously pending transactions
4. [Guide](/products/troubleshoot/how-to.md#ht5-how-to-contact-support-via-livechat) | If above steps won’t work, please contact Livechat

## Case: "Invalid seedphrase" when restoring wallet

1. [Guide](/products/troubleshoot/how-to.md#how-to-make-sure-your-app-is-on-latest-version) | Make sure your app is on latest version
2. [Guide](/products/troubleshoot/how-to.md#ht7-how-to-check-your-recovery-keys) | Double-check your recovery key (seed phrase) for spelling, spacing, word order, and format
3. [Guide](/products/troubleshoot/how-to.md#ht5-how-to-contact-support-via-livechat) | 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:**

1. [Guide](/products/troubleshoot/how-to.md#how-to-make-sure-your-app-is-on-latest-version) | Make sure your app is on latest version
2. [Guide](/products/troubleshoot/how-to.md#ht7-how-to-check-your-recovery-keys) | Double-check your recovery key (seed phrase) for spelling, spacing, word order, and format
3. [Guide](/products/coin98-super-wallet/mobile/wallet-management/recover-wallet-but-my-balance-show-0.md) | Check if the correct **import standard** (New or Old) is selected for the blockchain you're restoring
4. [Guide](/products/troubleshoot/how-to.md#ht5-how-to-contact-support-via-livechat) | 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:**

1. [Guide](/products/troubleshoot/how-to.md#how-to-make-sure-your-app-is-on-latest-version) | Make sure your app is on latest version
2. Make sure you have uploaded all the required documents
3. Try reloading the KYC result by clicking the reload icon on the top right corner
4. [Guide](/products/troubleshoot/how-to.md#ht5-how-to-contact-support-via-livechat) | 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:**

1. [Guide](/products/troubleshoot/how-to.md#how-to-make-sure-your-app-is-on-latest-version) | Make sure your app is on latest version
2. [Guide](/products/troubleshoot/how-to.md#ht9-how-to-check-zen-card) | Make sure you are using the right card for scanning
3. [Guide](/products/troubleshoot/how-to.md#ht12-how-to-check-your-zen-card-status-by-nfc-tools) | Make sure NFC is supported on your device
4. [Guide](/products/troubleshoot/how-to.md#ht11-how-to-scan-zen-card-correctly) | Try scanning with different positions until it works
5. [Guide](/products/troubleshoot/how-to.md#ht5-how-to-contact-support-via-livechat) | 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 Only**button. 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:**

1. [Guide](/products/troubleshoot/how-to.md#ht13-how-to-know-if-your-wallet-is-a-watch-only-wallet) | Check if your wallet is a Watch Only Wallet
2. [Guide](/products/troubleshoot/how-to.md#ht6-how-to-remove-then-restore-your-wallet-again) | Restore a wallet (by Seed Phrase or Private Key)
3. Try performing any transactions from your wallet after restoring a wallet
4. [Guide](/products/troubleshoot/how-to.md#ht5-how-to-contact-support-via-livechat) | 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:**

1. [Guide](/products/troubleshoot/how-to.md#how-to-make-sure-your-app-is-on-latest-version) | Make sure your app is on latest version
2. [Guide](/products/troubleshoot/how-to.md#ht14-how-to-check-if-your-wallet-is-active-in-the-all-wallets-list) | Check if your wallet is in the “All Wallets” section and is toggled on
3. 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:**

1. [Guide](/products/troubleshoot/how-to.md#how-to-make-sure-your-app-is-on-latest-version) | Ensure your app is on the latest version
2. [Guide](/products/troubleshoot/how-to.md#basic-device-and-internet-check) | Ensure your phone and internet connection working properly
3. 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)
4. [Guide](/products/coin98-super-wallet/mobile/asset-management/how-to-manage-blockchains-on-coin98-super-app-1.md) | Ensure you activated the blockchain of your token
5. [Guide](/products/coin98-super-wallet/mobile/wallet-management/v15-how-to-activate-a-wallet-on-coin98-super-wallet.md#how-to-activate-a-wallet) | Ensure you activated the correct wallet (that holds the token)
6. [Guide](/products/coin98-super-wallet/mobile/asset-management/v15-how-to-hide-unhide-tokens-on-coin98-super-wallet.md#how-to-unhide-the-token-on-coin98-super-wallet) | Ensure your token is not being hidden
7. Guide | Is your token supported by default in our app?
   * **Yes >** Continue with next step
   * **No >** [Guide](/products/coin98-super-wallet/mobile/asset-management/v15-how-to-add-a-custom-token-on-coin98-super-wallet.md#how-to-add-new-tokens-on-coin98-super-wallet) | Please add it manually as a custom token
8. [Guide](/products/troubleshoot/how-to.md#ht5-how-to-contact-support-via-livechat) | 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**

1. [Guide](/products/troubleshoot/how-to.md#how-to-make-sure-your-app-is-on-latest-version) | Make sure your app is on the latest version
2. Make sure your wallet has enough gas fee
3. [Guide](/products/troubleshoot/how-to.md#basic-device-and-internet-check) | Try checking your phone and internet connection
4. [Guide](/products/troubleshoot/how-to.md#ht5-how-to-contact-support-via-livechat) | If above steps won’t work, please contact Livechat


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