Quick answers
How can we help?
Find answers to common questions or get in touch with our support team. Most issues have a quick fix below.
Troubleshooting
Common issues, fixed quickly.
I can't log in to my account
- Reset your password from the login screen
- Check your email for a verification link, including the spam folder
- Clear the app cache and try again
- Make sure you're using the correct sign-in method (email, Google, Apple)
My wallet isn't connecting or syncing
- Verify the address format matches the blockchain (0x... for Ethereum, etc.)
- Check the supported blockchains list for compatibility
- Allow up to 5 minutes for the initial sync to complete
- Disconnect and re-add the wallet if data isn't loading
My balances or transactions look wrong
- Refresh intervals depend on your plan tier
- DeFi positions may update on a separate schedule
- Historical transaction data loads during the first sync
- Pull down to refresh for the latest balances
I'm having trouble with tax exports
- CSV exports are available on all plans (including Free)
- Bitcoin.Tax integration requires a paid plan
- Check your date range and filter settings if exports seem incomplete
- Export files are generated on demand and may take a moment for large portfolios
The app is slow or not responding
- Update to the latest version of the app
- Clear the app cache in Settings
- Check your internet connection
- Restart the app if it becomes unresponsive
I need help with billing or my subscription
- Manage your subscription wherever you signed up: Apple App Store, Google Play, or your account on chainglance.com
- App-store refunds go through Apple or Google. For subscriptions purchased on chainglance.com, contact our support team
- Plan upgrades take effect immediately; downgrades apply at the next billing cycle
- Contact support if your subscription status isn't reflecting correctly
I want to delete my account and data
- In the app: go to Profile and select Close Account
- Or contact support by email to request account deletion
- All personal data is permanently deleted within 30 days of the request
- See our Privacy Policy for full data retention details
Still stuck?
Email our support team.
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