You may see these errors when adding or syncing a wallet or exchange via API. Find your error below for the solution.
Note: If your transactions are frozen, you may need to unfreeze them before troubleshooting.
Where errors appear on the Wallets page
Each wallet with an issue shows a health state on the Wallets page with an inline action to resolve it. The table below covers what each state means and what to do:
| Wallet state | What it means | What to do |
|---|---|---|
| Resync required | The calculated balance drifted from what the source reports. | Click Resync. |
| Sync failed | One sync attempt didn't complete; usually temporary. | Click Resync again. |
| OAuth expired | Your exchange credentials went stale and new transactions aren't importing. | Click Reconnect. |
| Balance difference detected | Calculated holdings don't match what the source reports. | Follow the on-screen prompt; see Troubleshoot missing balance errors. |
| Sync temporarily paused | Syncing is paused for this wallet or integration. | No user action resolves this — contact our support team. |
| Archived | You archived this account. | Unarchive it from the wallet menu if you want it syncing again. See Archiving a wallet or exchange. |
The add-wallet and public-address errors below can still appear when you first connect a wallet.
Transaction issues
| Error message | Details and solution |
|---|---|
| The address can not be added because it has too many transactions. | CoinTracker limits wallets with excessive transactions or contract addresses to maintain system performance. Please review the wallet address to ensure it's the correct one. Upgrading to a paid plan also increases the transaction limit. |
| This wallet exceeds the transaction limit supported. | Upgrade to the Ultra plan to accommodate wallets with more transactions. |
General issues
| Error message | Details and solution |
|---|---|
| An error has occurred, please try again. | Reach out to our support team or check our current bug reports for syncing issues with exchanges or wallets. |
| This wallet has already been added to CoinTracker. | Go to the Wallets page to find it. If you don't see the wallet, toggle on the option to show hidden wallets at the bottom of the wallet list. |
Public address issues
| Error message | Details and solution |
|---|---|
| Invalid public address format provided. | Make sure the address format matches the wallet's instructions on the Add wallet page. |
| Failed to sync wallet. | Reach out to our support team or check our current bug reports for syncing issues with wallets or public addresses. |
Exchange issues
| Error message | Details and solution |
|---|---|
| Account is invalid. | This error appears when the API credentials you entered don't match what the exchange expects. Double-check the credentials against your exchange's instructions for creating an API key and try again. If the error persists, generate new credentials on the exchange and re-enter them. |
| We failed to sync your account. Please check your API keys and re-authenticate your account. | This message may appear when an exchange account has invalid API keys. Update the API keys from the link in the message or through the exchange menu. Reach out to our support team or check our current bug reports if the issue continues. |
If you run into any trouble, please don't hesitate to reach out to our support team via Chatoshi for help.