This article applies to Ethereum (ETH) and ERC20 tokens that are held on the Ethereum blockchain (e.g. Golem, EOS, Status, OmiseGO, Salt, TenX, WAX, etc.).
My Transaction is still unconfirmed, why?
Sometimes there is network congestion and there are a lot of transactions waiting to be processed. You can see a list and the total transactions waiting in the mempool here.
When there are network congestions, transactions may take sometime hours to get confirmed in a block by the miners. Until the transaction is confirmed on the blockchain, the status will be Unconfirmed and you may not be able to initiate new transfers from the same address and Jaxx may show a Transaction Failed popup when trying to re-send or send other transactions.
Please keep in mind that your Jaxx ETH wallet also holds all of your tokens and the Transaction Failed popup applies to tokens too. For ex. if you have an unconfirmed ETH transaction, you won't be able to send any tokens until it gets confirmed and vice-versa, if you have a Status (SNT) unconfirmed transaction, you won't be able to send any ETH or other tokens until the Status transaction gets confirmed.
Why are the fees so high?
When there is a network congestion with a lot of transactions waiting to be processed, there is a competition to get a transaction through and the miners pick the transactions with the highest fees first which causes fees to increase a couple times more than the standard. Jaxx is always scanning the network and adapting the transaction fees to get your transaction confirmed in due time.
What can I do?
Issue: Transaction times are a lot longer than usual and in some cases they do not seem to broadcast at all and might fail. You may see a transaction unconfirmed for a long time or not see a transaction at all in your wallet history even through you know it's been sent to you.
Resolution: Be patient. We are monitoring the situation and are applying potential fixes to get your transactions through in the best method possible so they are picked up by the miners.
Issue: Getting a Transaction Failed pop-up when trying to send ETH or any ERC20 token*.
Resolution: The root cause here is when you already have a transaction on your ETH address (being for ETH or tokens) that is in a unconfirmed status. If your previous transaction is not yet confirmed, you may get this error until that transaction is confirmed by the miners. You can easily check your unconfirmed transactions in your Transaction History (not avail. for tokens) or directly on a public blockchain explorer such as etherscan.io. Lookup your ETH address there and check the top of the list for any grey/italic transactions that are in Unconfirmed.
Warning: Since the congestion is quite advanced sometimes and the current situation rather uncommon, there are delays in listing transactions even for applications as simple as block explorers. Sometimes, even if your transaction has been successfully sent to the ETH blockchaiin and is present in the mempool, it will not be detected by Jaxx or even EtherScan, hence the Transaction Failed error may appear. Be patient for 10-20 minutes after sending a transaction so that it gets noticed by our applications and monitor its status in Jaxx or in any blockchain explorer. For the time being, do not attempt another transaction for either ETH or an ERC20 token until your current transaction is confirmed and shows up as confirmed. Our devs are looking into methods we can help you broadcast multiple transactions from your ETH address.
Your digital assets are not locked/frozen/inaccessible/stolen as they are all on the actual blockchain. There are no digital assets in Jaxx per se, the Jaxx Wallet only helps you manage the security information of your assets (through the 12-word Backup Phrase and the Private Keys) by storing that information on your device and grants you simple and easy access to wallet information (balance, transactions) and ability to transact digital assets. Jaxx does not block your digital assets.
Since we built Jaxx according to the industry standards you are always free to export the 12-word backup Phrase (seed) or your address Private Keys and utilize any other wallet that supports your desired asset. For ETH and tokens, you can find the address (e.g. Public Key) and it's corresponding Private Key in: MENU > Tools > Display Private Keys > (I UNDERSTAND) > Display Ethereum Keys. Since ERC20 tokens are living on the Ethereum blockchain, you'll only need the ETH keys for both ETH and ERC20 assets.
One wallet we have seen as safe and performing for ETH and ERC20 tokens is MyEtherWallet.com and you can utilize your Jaxx ETH Wallet address Private Key to transact from MEW as well by choosing: Send Ether & Tokens > Private Key.