SOLUTION 1) Are you using the most recent version of Jaxx Liberty (if you're using Jaxx Classic you MUST upgrade)?

This is the most common reason why balance issues will occur. It is important to be running the most recent release of Jaxx Liberty to ensure functionality, security, performance and the latest features.

Check which version you are running by going to MENU > ABOUT and make sure you are running Version 2.4.5 or 2.4.6 - Currently being rolled out

You can download the most recent version of Jaxx Liberty here

SOLUTION 2) The specific wallet network may have been temporarily down .

Please try again now or at a later time to see if the issue has resolved itself.

SOLUTION 3) Do you have a stable internet connection and are you using a VPN, TOR or a firewall?

Switch to a different network and try again. Also ensure to turn off your VPN, TOR or firewall.

SOLUTION 4) Are you expecting a transaction that maybe hasn’t arrived yet from a third party such as a trade or from another wallet?

Sometimes things take some time or maybe it just hasn’t been sent yet. Please verify that the funds have actually been sent. If waiting for a transaction such as Coinbase to send you a withdrawal you may have to wait and confirm with them once it's been sent. We can not let you know when it will be sent and sometimes just a bit of patience is needed.

SOLUTION 5) Have you checked your balance on the blockchain to ensure the transactions in question have confirmed?

By checking the blockchain for wallet balances or transactions that might be missing you can confirm with 100% certainty that they exist and have been confirmed.

Also, If you are migrating from Jaxx Classic to Jaxx Liberty and the balances between the two are different this might be because Jaxx Classic infrastructure has been turned off and that recent transactions and balance may not be showing in Jaxx Classic. Jaxx Liberty should be considered the more true representation of your balances and transactions. https://jaxx.io/downloads

A) In order to get your old addresses, please review the article here

B) In order to get the transaction hash (TXID) please review the article here

C) To check your balances and or the validity or your transactions you can use a 3rd party block explorer to see what has actually occurred on the blockchain.

For Bitcoin you can use one like https://www.blockchain.com/explorer

For Ethereum and all ERC-20 tokens you can use one like: https://etherscan.io/

For other coins you can find a block explorer for them by doing a web search and input the coin name and then "block explorer" and it will display many sites which you can use to explore your specific coin.

If your received balance is not present then we suggest you contact the sender and advise them of the situation. If your sent transaction is not present then we suggest you try the transaction again and look out for any errors.

D) If your balance issue is due to a transaction from one of our partners then please contact them directly to get assistance. Please provide them with the information they request in order to get the fastest resolution possible. Below are the support URLs for each of them:

Simplex

Shapeshift

Changelly

SOLUTION 6) Have you tried refreshing your Jaxx wallet for the specific coin/token you are having issues with?

You can do that by selecting the desired coin/token on the home page and then selecting the refresh circle arrow at the top of the right of the wallet page.

SOLUTION 7) Have you tried re-pairing your wallet with 12-word back up phrase

Be sure to have the correct Backup Phrase by checking it in the MENU > View Backup Phrase section (have a copy written in a safe place **before re-pairing**) and then go to the MENU > Tools (section) > Pair/Restore Existing Wallet and enter your 12-words to pair the wallet again.

How can I get my 12-word Backup Phrase?

SOLUTION 8) Is your 12-word backup phrase (mnemonic) the right one?

Please make sure you're using the correct backup phrase that has your balances as the one that is currently paired to your devices are empty. If you aren’t seeing any transaction histories in Jaxx Liberty when you expect some to be there, it's quite possible you aren’t using the correct backup phrase.

SOLUTION 9) Have you tried re-initializing the coin/token?

You can do this by going to Menu >> Customization >> Manage Wallets >> Search for coin/token >> Toggle off and on >> Back to homepage >> Click on Wallets >> Initialize the coin/token

SOLUTION 10) Have you tried a clean install?

This will remove any old or outdated data that might be causing issues. MAKE SURE YOU HAVE A COPY OF YOUR BACKUP PHRASE before going through the process. Please review the article(s) below for the specific platform(s) you’re using.

Desktop Versions, click here

Mobile Versions, click here

SOLUTION 11) If you see transactions you don't recognize, could your device or wallet have been compromised?

- Do you remember anyone having access to your unlocked devices, even for a few minutes?

- Have you ever given out your backup phrase or private keys to anyone?

- Perhaps you sent that transaction yourself from a secondary device and may have forgotten about it?

- Have you paired your Jaxx Liberty Wallet on any device that you no longer use, maybe a laptop or a phone you gave to someone else?

- Are your devices (computers especially) up-to-date with their antivirus / anti-malware programs and have you scanned them with no threat showing?

All the above questions are meant to help you identify any way your device or wallet phrase was exposed. Though there isn't anything we can do to return that amount to you (blockchains are decentralized and transactions are final), the above may help you understand more about what happened and get protected in the future.

It's important that your know that we do not have the ability to move funds out of your wallet. We do not have access to your Private Keys, 12-Word Backup Phrase, or your digital assets. Everything is stored locally on your device, nothing is saved on any server, and we always advise our users to not share their security information with us or anyone else so that you are in full control of your assets.

We suggest if you believe the funds have been stolen that you report the incident to your local authorities for investigation.

Please keep in mind and remember that Jaxx Liberty does not store your crypto. Only you have the keys to your wallet and the blockchain manages the ledger containing your funds. We are just an interface to connect the two together. Should you ever wish to export your backup phrase into another wallet, that’s always an option for you.

Error code causes and troubleshooting options are below:

Possible Causes:

1. Weak or no connection to the internet.

2. Outdated Version of Jaxx (Please go to https://jaxx.io/downloads under "Desktop Versions" to check for the latest version)

3. Issue due to receiving mining or faucet rewards to your Jaxx Liberty wallet

3. Improper wallet initialization or wallet not enabled.

4. Temporary Server outage.

5. Outdated config file

6. Jaxx Liberty needs to be restarted

7. Not enough funds to pay for the transaction (Ethereum)

8. Problem validating password

9. Mining fees issue

10. Sync issue

Simple Troubleshooting:

1. Internet Issue - Ensure you have a stable internet connection and are not using a VPN, TOR or a firewall. Try the action again to see if the issue has been resolved.
2. Update Jaxx Liberty - Check the about section in the menu. Download the current version.
3. Please keep in mind that sending multiple transactions at one time can result in network congestion and errors. You can wait until the transaction is confirmed or fails before sending another.
4. You can't mine to or receive faucet rewards to Jaxx Liberty. See advanced solution below
5. Initialization Issue - Ensure your wallet is enabled and properly initialized by making sure you can view your current receive address. (See advanced solution below)
6. Wrong Password: If you have a password enabled ensure it's correct
7. Wrong User Input - If inputting numbers, ensure they are correct and not causing an issue
8. Send Issue - If sending ensure you amount is not too small (considered dust), try sending a larger amount
9. Broadcast Issue - Wait for a precious transaction to confirm before trying to send another
10. Restart - Close and Restart Jaxx Liberty
11. Restore Backup - Restore using your 12-word backup phrase (See advanced solution below)
12. Reinstall - Ensure you have your 12-word back, uninstall then reinstall Jaxx Liberty
13. If sending try to lower the mining fee
14. Monitor Social Media - If you're still experiencing issues, please monitor our social channels for any known service interruptions

Advanced Troubleshooting Support:

ADVANCE SOLUTION 1) Are you using the most recent version of Jaxx Liberty?

This is the most common reason why issues will occur. It is important to be running the most recent release of Jaxx Liberty to ensure functionality, security, performance and the latest features.

Check which version you are running by going to MENU > ABOUT and make sure you are running the version listed on https://jaxx.io/downloads under "Desktop Version".

More about this here

ADVANCED SOLUTION 2) Restore from Backup

As long as you write down your Backup Phrase safely, you will be able to use that phrase to restore your wallet

on another phone or another platform.

In order to restore or recover your wallet using this phrase, you would need to follow these steps:

- if you paired your Jaxx Wallet to another device, you can get the 12-word Backup Phrase from that one from:

MENU > Tools > Backup Wallet > View Backup Phrase.

Then you can pair your wallet on wallet setup or at Menu>Tools>Pair Devices>Pair/Restore Wallet.

Please don't share this phrase with anyone, including us as it is the only way to restore a wallet in the case that you lose your phone.

ADVANCED SOLUTION 3) Try a clean install.

This will remove any old or outdated data that might be causing issues. MAKE SURE YOU HAVE A COPY OF YOUR BACKUP PHRASE before going through this process. Please review the article(s) below for the specific platform(s) you’re using.

For Desktop Versions, click here

For Mobile Versions, click here

ADVANCED SOLUTION 4) Try again at a later time

Jaxx Liberty is very complex software that relies on connections to a number centralized servers and decentralized networks. Sometimes just waiting or trying at a later time can resolve your issue.

ADVANCED SOLUTION 5) Export your 12-word Backup phrase or private keys from Jaxx Liberty and import it to another wallet service

Blockchain technology is a very complex system. There will be issues which we will not be able to solve. Above we have listed all the possible solutions we have ever come across to solve error code issues. These solutions will resolve 99.9% of issues. If the above suggested solutions do not fix the issue a possible workaround would be to export your private keys or 12-word backup phrase from Jaxx Liberty to another wallet; for instance: Exodus, Coinomi, Ledger, and Myetherwallet. Please do so at your own risk.

**Please keep your private keys and 12-word backup phrase safe and do not share it with us or anyone**

There may be further resources online for you to investigate however this isn't something we can know specifics about.

Sometimes due to wallet congestion, transactions sent with the Typical mining fee (MENU > Customization > Mining Fee) can take up to 14 days to confirm if the congestion spike happened right after you submitted the transaction.

At this point you should be patient and wait for it to get confirmed. If there are urgent transactions that you need to do in the future, we recommend changing the mining fee in your Jaxx Liberty application to higher.

You can find details and solutions regarding pending transactions by clicking here

Getting a transaction through requires that you propose a “mining fee” that will convince one of the blockchain’s host “miners” to circulate your transaction to the rest of the blockchain as part of a block. To ensure your transaction goes through, Jaxx Liberty calculates a range of appropriate mining fees based on the relevant blockchain’s last 100 blocks, but lets users adjust their mining fees within that range as an option within Menu > Settings > Mining Fees

For more information, click here

Due to the congestion in the ethereum network, gas fees are considerably higher than usual and there have been delays in the transactions.

Please be advised that Jaxx Liberty relies on 3rd party affiliates to facilitate transaction and purchase services. Therefore, any issue(s) that may have occurred as a result of an initiated transaction will be addressed by the respective partner; please contact the partner company directly for support and troubleshooting assistance. Please notify them of the problem and provide the detail(s) they request of your transaction(s) in order to get the quickest possible resolution.

Below are the partner support URLs:

Simplex

Shapeshift

Changelly

Please know that for your security, we do not store private information for our users' wallets on any of our servers. Jaxx Liberty is meant to be used as a decentralized (anonymous) wallet where only the user has full control over their digital assets. Your wallet security information (12 words Backup Phrase & Private Keys) never leave your device and we don't have a centralized way of managing the users' wallets/accounts since we never have those details.

One way of recovering your wallet could be if you paired your Liberty Wallet to another device, you can get the 12-word Backup Phrase from that one. Unfortunately, if you did not pair your Jaxx wallet on any other devices and did not save a copy of your backup phrase, you may have lost access to your wallet.

If you create a new wallet, please make sure that you write down your backup phrase and store it safely, in order to prevent this situation from reoccurring in the future.

You can download and use Jaxx Liberty for free to allow the storage, trade and purchase of multiple crypto-assets in a non-custodial wallet; meaning only you, the owner of the backup phase and or private keys, have control over your crypto-assets. The app is currently available for Android, iOS, Chrome, Windows, MacOS and Linux. Please follow the instructions below to download Jaxx Liberty on your specific device.

Download it here.

Android:

1. Follow the links above or click here to access the download options

2. Proceed to step 3

Or

1. Open the “Play Store” from your mobile device

2. Search “Jaxx Liberty” in the search box

3. Select to download “Jaxx Liberty Blockchain Wallet”

4. The download will initiate and now you have Jaxx Liberty on your mobile device

iOS:

1. Follow the links above or click here to access the download options

2. Proceed to step 3

Or

1. Open the “App Store” from your mobile device

2. Search “Jaxx Liberty” in the search box

3. Select to download “Jaxx Liberty Blockchain Wallet”

4. The download will initiate and now you have Jaxx Liberty on your mobile device

Chrome:

1. Follow the links above or click here to access the download options

2. Select “available in the Chrome Web Store” from your desktop

3. Select “Add to Chrome” from the upper right corner

4. Select “Add Extension” when prompted

5. Once you have completed step 3, the Jaxx Liberty extension will be added

Windows:

1. Follow the links above or click here to access the download options

2. Select “Desktop Versions” from the available options

3. Select “Download for Windows” from the list

4. Please open the application once the download is complete

5. It will take a minute to install and you are all set

Mac:

1. Follow the links above or click here to access the download options

2. Select “Desktop Versions” from the available options

3. Select “Download for Mac” from the list

4. Please open the application once the download is complete

5. It will take a minute to install and you are all set

Linux:

1. Follow the links above or click here to access the download options

2. Select “Desktop Versions” from the available options

3. Select “Download for Linux 32” or “Download for Linux 64” from the list depending on the version you use

4. Please open the application once the download is complete

5. It will take a minute to install and you are all set

***No signup is required with Jaxx Liberty. The software runs locally on your device with everything being stored and encrypted on the local device

Creating a New Wallet

A cryptocurrency wallet (also known as a digital wallet) is a software program that allows you to buy and trade crypto-assets. Your public and private keys are stored on your device, where the only point of access is the wallet you create. To access your wallet you will be assigned a 12-word phrase, which will act as the master key. We will explain more about the 12-word phrase further down in the article.

To create a new wallet follow the instructions below.

1. Select “Create New Wallet” from the intro screen

2. Read and Agree to the "Terms of Service"

3. We strongly recommend selecting “Back Up Now” to backup your 12 word phrase (instructions on how to backup your 12-word phrase will be listed further down in the article)

4. Once complete, you will come across the "Welcome to Jaxx Liberty" page, now you are all set.

Security

Backup Wallet (12-word backup phrase)

A 12-word phrase (also known as mnemonic seed, backup, and recovery phrase) is a random, and unique set of 12 words that are generated when you create a wallet. The 12-word phrase is used to specifically identify a wallet and it's crypto-assets. This phrase allows complete access to your digital assets and therefore should be protected and never shared. Please follow the instructions below to backup your 12-word phrase.

1. Select "Back Up Now" from the banner on the top of the main wallet page

Or

1. Select "Menu" from upper right corner of the screen

2. Select "Security" from the menu list

3. Select "Backup Wallet"

4. Select "No ones' looking -- it's safe to proceed" once it is safe to do so.

5. Select "Start Backup"

6. From here the phrase will be presented 4 words at a time. Please write down each word somewhere secure, accessible, and durable as you click through all 12 words using the "Next 4 words" button.

7. After the last set of words, select "Confirm Phase" and type each word into the next field (please make sure to write only one word per line with no space or special characters).

8. If your phrase is correct, the "Confirm" button will become active by turning orange. Please select "Confirm" to navigate to the main wallet page.

(Insert GIF/Image/Video - How to backup your Jaxx Liberty Wallet)

View Backup Phrase

When a wallet is created a 12-word phrase is generated. As previously mentioned this 12-word phrase is the key to the wallet. A user may need to view their 12-word phrase for several reasons. They might want to pair their wallet onto another device and need access to their 12-word phrase. A user might also need to view their 12-word phrase to keep a hardcopy (only one copy should be made and stored in a secure location).

To view your backup phrase follow the instructions below.

1. Select "Menu" from the upper right corner of the screen

2. Select “Security” from the list

3. Select “View Backup Phrase” from the list

4. Select "it's safe -- no one else is looking" if this is true

5. Select “View Backup Phrase” (the button will highlight in orange once step 4 is completed)

6. From here you will be able to view your backup phrase and also get access to a QR code version

(Insert GIFs/image/video - How to view your 12-word Phrase)

Security Password

At Jaxx Liberty security and user-friendliness is a priority. We chose a security model that encompasses strong encryption with low friction, thereby providing a pleasant user experience while keeping security at the forefront. Jaxx Liberty allows users to set a password as a form of verification. It is only required when sending a transaction, viewing your private keys and 12 word backup phrase and pairing/restoring. If you even forget/misplace your password, you are able to reset it by performing a clean install and restoring your wallet with you 12 words backup phase.

To add a security password follow the instructions below.

1. Select "Menu" from the upper right corner of the screen

2. Select "Security"

3. Select "Security Password"

4. Select "My backup phrase is recorded off-wallet. I know where it is" if this is true

5. Select "I understand that only I will have the password required to send assets, view my backup phrase, and access private keys. We can't help you" if this is true

6. Select "Set Password"

7. Enter the password you would like to use, and re-enter the same password again in the second field. The minimum characters is 4 while the max is 32 . Select "Continue " once complete

8. If you have fingerprint or facial recognition authentication on your device and it’s already set up, then you can choose to enable access via these biometric verification by checking the box beside “Also enable Fingerprint authentication” or “Also enable Face ID”.

9. Once the “Continue” button is highlighted orange, please select it.

10. Your password and or biometric verification has been set and this will take you back to the main page of the wallet

(Insert GIF/Image/Video - How to add a security password and pin in Jaxx Liberty)

Tools

Pair/Restore Existing Wallet

Jaxx Liberty provides the opportunity for users to use an existing wallet. In order for a user to access an existing wallet on Jaxx Liberty, they must pair the wallet. Multiple devices can also be synced with the same mnemonic/wallet as well.

To pair/restore an existing wallet follow the instructions below.

Pair/restore a wallet from a new install

1. Select “Pair/Restore Exiting Wallet” from the intro screen

2. Read and Agree to the "Terms of Service"

3. Select “Enter Backup Phrase” to input manually or, choose the camera button to scan Backup Phrase QR Code (only for Android & iOS)

4. Select “Continue” if Enter Backup Phrase is selected or “Allow” if scanning

5. Input all 12 words and select “Restore Wallet” once it’s highlighted orange or scan the QR code

Pair/restore from an existing install

1. Select the "Menu" icon from the upper right corner of the screen

2. Under "Tools", select "Pair/Restore Existing Jaxx Wallet"

3. Enter security the password if you have it enabled and select “Continue”

4. Select “Back Up Before Erasing” if you haven’t backed up your 12 word phrase

5. Choose “Continue to Pair or Restore Wallet”

6. Select "Overwrite Backup Phrase" or scan a QR code by selecting the "Camera" icon (available for mobile devices only)

7. Select “Continue” if “Enter Backup Phrase” was selected or “Allow” Jaxx Liberty to access the camera if “Scan Backup Phrase QR Code” was selected

Display Private Keys

While Jaxx Liberty will hold your Public Addresses, Private and Xpub keys for you, it also manages the infrastructure behind the scenes securely too. Some advanced users might want to view their keys and addresses in order to analyze their wallets for troubleshooting or tax purposes. This section will explain how to find your keys within your Jaxx wallet. Please note that tokens don’t have individual private keys as they all reside on the Ethereum blockchain. Therefore the ETH private key can be used to access them.

Please DO NOT share your private keys with anyone including us, unless you want other access to your crypto

To display your private keys please follow the instructions below.

1. Select "Menu" from the upper right corner of the screen

2. Select "Tools" from the menu

3. Select "Display Private Keys"

4. Select "it's safe -- no one else is looking" if this is true

5. Select "View Private Keys"

6. If a password is set-up, you will be prompted to enter it. Please do so to proceed

7. Select the coin you wish to see the key for

Yes! We offer many different types of platforms for our users. It's possible to run your wallet on multiple devices as long as it is running in our latest version.

Please ensure you are on the latest version of Jaxx Liberty - This is crucial. Also, make sure you have a strong internet connection, that you are not using a VPN / Tor or Firewall and that you're not using Jaxx Liberty for mining rewards or faucet payouts as neither are supported in our product.

Specifically, in regards to the issue you are mentioning:

- Do you remember anyone having access to your unlocked devices, even for a few minutes?

- Have you ever given out your backup phrase or private keys to anyone?

- Perhaps you sent that transaction yourself from a secondary device and may have forgotten about it?

- Have you paired your Jaxx Liberty Wallet on any device that you no longer use, maybe a laptop or a phone you gave to someone else?

- Are your devices (computers especially) up-to-date with their antivirus / anti-malware programs and have you scanned them with no threat showing?

All the above questions are meant to help you identify any way your device or wallet phrase was exposed. Though there isn't anything we can do to return that amount to you (blockchains are decentralized and transactions are final), the above may help you understand more about what happened and get protected in the future.

It's important to know that we do not have the ability to move funds out of your wallet. We do not have access to your Private Keys, 12-Word Backup Phrase, or your digital assets. Everything is stored locally on your device, nothing is saved on any server, and we always advise our users to not share their security information with us or anyone else so that you are in full control of your assets.

Sorry that we can't be of more assistance in this matter. We suggest if you believe the funds have been stolen that you report the incident to your local authorities for investigation.

It's important to know that we do not have the ability to move funds out of your wallet. We do not have access to your Private Keys, 12-Word Backup Phrase, or your digital assets. Everything is stored locally on your device, nothing is saved on any server, and we always advise our users to not share their security information with us or anyone else so that you are in full control of your assets.

Whenever you are sending an ETH transaction to an address that has a Smart Contract associated with it, you need to send that transaction with a higher Gas Limit. Otherwise that transaction will fail with an Out of Gas error.

Please try to find out what is the recommended Gas Limit to be used in your case and then see this article for more information on how to send contract with Jaxx Liberty. Click here

A possible workaround would be to use an application like Myetherwallet (MEW), Exodus, Coinomi, Ledger to import your private keys or 12-word backup phrase from Jaxx Liberty but this isn't something we can recommend as there might be possible security risks in doing so - Please do this at your own risk. There may be further resources online for you to investigate however this isn't something we can know specifics about.

Unlike many other wallets, Jaxx doesn't store any user information, wallet data, or digital assets on any centralized server. All wallet files are stored strictly client-side, which means that Jaxx has no central point of failure. As long as you have a written copy of your wallet's 12-word backup phrase, you will be able to back up or restore all wallet assets indefinitely.

With that said, while it can't be hacked on a systemic level in the same way centralized services can, Jaxx is only as "safe" as your security practices are. If you lose your device or download malware onto your computer that grants remote access, malicious users may be able to access your wallet. Sweep your computer for malware regularly, take advantage of your device's built-in security features, and use the password option, which protects all functions that can be used to remove digital assets or keys.

Customization

Manage Wallets

Crypto-assets are referred to as coins and tokens. Just like stocks represent various projects/companies on the stock exchange; coins and tokens do the same in the crypto industry. Users may want to have their coins and tokens in a specific order, or they may want to enable and disable visibility on certain coins and tokens.

To manage your coins and tokens in Jaxx Liberty follow the instructions below.

Activate or Deactivate Individual Wallets

1. Select "Menu" from the upper right corner of the screen

2. Select "Customization" from the menu

3. Select "Manage Wallets"

4. Each asset has a slider to its right. Use it to activate or deactivate a wallet

Rearrange the Order of your Wallets

1. Select "Menu" from the upper right corner of the screen

2. Select "Customization" from the menu

3. Select "Manager Wallets"

4. Hold down on the coin or token tile and drag to change the order of arrangement

Customize Interface

Personalizing your Jaxx Liberty account is just one of the many great features we offer to provide flexibility and user-friendliness. On mobile and Chrome devices you have the option to change the order of the widgets on the homepage asides from the portfolio which remains at the top.

To customize the interface follow the instructions below.

1. Select "Menu" from the upper right corner of the screen

2. Select "Customization" from the menu

3. Select “Customize Interface”

4. Hold and drag the widget tiles and place them in your desired order

Jaxx Classic has been discontinued and we have turned off all the support infrastructure for it on March 13th, 2020.

To resolve your issue please migrate to Jaxx Liberty now. Here is a guide on the migration process: jaxx.io/migrate. It's very simple, free and it only takes 2 minutes.

You can get the latest version of Jaxx LIberty from jaxx.io/downloads

What you see in Jaxx Liberty should be the correct information. If you were using an outdated version of Jaxx Classic, it most probably wasn’t able to get the latest information from the blockchain and was showing you an incorrect balance. Due to that, you may see some balances in your Jaxx Classic wallet that have already been transacted out and are now showing up correctly in Jaxx Liberty.

Jaxx Liberty is only an interface to the blockchain and when updated, it will show your wallet’s information from all the blockchains we’ve integrated.

If you believe some of your Jaxx Liberty balances are incorrect, you should always check the blockchain to see what your wallet balances are. You should get all your wallet Public Addresses (from the MENU > Display Private Keys) and use one of the public blockchain explorers available to check the balance of your wallet addresses. For Bitcoin you can use Blockcypher for example and for Ethereum you can use Etherscan.io

If you notice any differences between the blockchain and what you see in Jaxx Liberty, please reach out to our support team with screenshots and Transaction IDs so we investigate.

This issue is most probably caused by incorrectly entering your backup phrase. Be it a typo or a word that is not part of the dictionary, it’s one of the most common issues we see when users report this issue to us.

Try scanning the QR version of your phrase if you have it as that ensures there are no typos entered when pairing your wallet. If you don’t have your QR, try toggling the button to see the actual words your typing instead of the ***. That would make it easier for you to spot typos.

If all your words are correctly written, try to see if all your 12 words are part of this dictionary. A word may be correctly spelled, but it also needs to be part of this list of words to be a valid one. If any of your words are missing from that list, look for close friends in that list and try them out. Note that there can be false friends too, where a wallet will open but you won’t see your crypto assets there. This means that you’ll need to keep looking; though that word is in the list, it wasn’t the one that unlocks your wallet. Only the specific 12 word phrase you had in the previous wallet will open that exact wallet.

Blockchain transactions are immutable. Transactions submitted to a blockchain network and already confirmed by the miners of that blockchain, cannot be cancelled or reversed.

Given that blockchains are decentralised, we cannot control your balances or the amounts you've sent out of your wallet.

Ownership over blockchain assets is designed to be unique to the holder of the balances and if you've sent any Bitcoin, Ethereum or other crypto currencies to a wrong address (we've all done it at some point in our crypto endeavours), there isn't much that can be done.

Unless you manage to identify the owner of that address (that holds the Private Keys for that address) and if they are willing to send that amount back to you, there isn't a way to vet your crypto back.

The same applies in the undesirable event where your wallet is accessed by unauthorised parties and transactions have been broadcasted for your wallet balances. If they manage to transfer your assets out of your wallet, there isn't a way for us to return them to you.

It's always very important that you triple check the address you're sending your crypto to and that you keep your wallet security information and your device safe.

You may have problems with the internet connection. Try switching to a different network and try again. Also Jaxx liberty only supports downloads from select country. If you're getting this error, it's possible that your country is not supported.