How can we help?

Find answers to common questions or get in touch with our support team.

Troubleshooting

I can't log in to my account

  • Reset your password from the login screen
  • Check your email for a verification link (including 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 (e.g., 0x... for Ethereum)
  • 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 through your device's app store settings (Apple App Store or Google Play)
  • Refund requests are handled by Apple or Google, not Chain Glance
  • Plan upgrades take effect immediately; downgrades apply at the next billing cycle
  • Contact support if your subscription status isn't reflecting correctly in the app

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 need help?

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