Explore 10 new knowledgebase guides
Choose a topic below. Each article includes a detailed explanation, a practical checklist, ten frequently asked questions, and links to related resources.
Custodial and Self Custody Wallets Explained
Understand who controls account access and signing authority before choosing a troubleshooting route.
Transaction Hash and Request ID Differences
Identify what an identifier proves and which system can look it up.
Blockchain Confirmations and Account Crediting
Separate transaction inclusion from a service posting a balance in its own account system.
Crypto Networks and Token Compatibility
Read the asset and network together so a matching token name does not hide an incompatible transfer route.
Network Fees and Available Balance
Understand why a token balance, a fee estimate, and an available transfer amount may differ.
Deposit Memo and Destination Tag Basics
Understand an additional deposit identifier and why the receiving service instructions matter.
Public Addresses Private Keys and Recovery Phrases
Distinguish a shareable destination identifier from information that can authorize wallet access.
Wallet Connections Signatures and Approvals
Read the actual authorization request so connecting an interface is not confused with approving an operation.
Hardware Wallet Device App and Firmware Layers
Separate hardware recognition, companion software, and device firmware when diagnosing a connection problem.
Why Wallet Balances Can Look Different
Investigate display differences without assuming a missing number proves assets were moved.
Understand the terms and distinctions used throughout the guide library. A clear definition helps you choose the relevant article and describe a problem accurately. These explanations are general educational information; current product documentation should guide account-specific or device-specific procedures.
Account access versus feature restrictions
A sign-in problem concerns authentication or access to an account. A feature restriction concerns an action after authentication, such as sending funds or changing a setting. If you can see the dashboard but one button is unavailable, record that distinction. Read an account restriction guide.
Request reference versus transaction hash
An internal reference identifies a request in a provider’s records. A transaction hash identifies a network transaction on a particular blockchain. One does not automatically prove that the other exists. If a transfer has a hash, use the correct network explorer; if it does not, ask the sending provider about the request stage. Explore withdrawal status.
Network confirmation versus account credit
A public network record can show that a transfer was recorded, while a receiving platform may still need to credit the account. Compare the asset, network, destination and any required destination reference before treating two records as the same event. Read about pending deposits.
Custodial accounts and self-custody wallets
A service account uses the provider’s account and recovery processes. A self-custody wallet depends on credentials or backup material controlling its keys. A public address can help inspect network records but cannot replace signing access. A password reset for one product should not be assumed to recover another product’s wallet. Read a wallet recovery guide.
Recovery phrase, private key and app password
A recovery phrase or private key can control access to wallet assets. An app password or PIN may protect local access to a device or interface. These protections are not interchangeable. Never disclose secret control material in a support conversation or enter it into an unsolicited wallet-validation page. Learn recovery phrase safety.
Connection permission versus transaction approval
A wallet connection can expose public account information or allow a site to request an action. A separate signature or transaction approval can have different consequences. Read the request in the trusted interface and do not approve something merely because it appears during troubleshooting. Explore connection troubleshooting.
Firmware and application updates
A device firmware update and a desktop or mobile app update affect different layers. Use the correct official instructions for the device model and review backup requirements before a procedure that may remove local access. Do not bypass authenticity warnings or download an installer from an unsolicited message. Read a firmware troubleshooting guide.
Using the knowledgebase
Return to Help to select an issue, or open the brand directory to see every existing guide. Report unclear wording through Contact, without including account secrets or sensitive documents.