Something Broke.
Here’s What Actually Fixes It.
No chatbots, no ticket queue. Direct steps from the source code team. Most fixes take under three minutes.
Wallet Won’t Sync
Your wallet is not connecting to the network. Follow these steps:
- Check your internet connection is stable
- Open Settings → Network → switch RPC endpoint
- Try toggling between Mainnet and Testnet and back
- Restart the application completely
- If issue persists, clear the app cache from Settings → Advanced
Transaction Stuck Pending
Your transaction has been pending for a long time without confirming.
- Check blockchain explorer to verify it was broadcast
- Low gas fees cause delays during high congestion periods
- Wait for network congestion to decrease naturally
- Use “Speed Up” feature in transaction details to rebroadcast
- For stuck ETH txs, use Replace-By-Fee (RBF) with higher gas
Forgot Password / Locked Out
You’ve forgotten your wallet password and cannot access funds.
- Magnum cannot reset passwords — we have zero access
- Use your 12 or 24-word mnemonic phrase to restore
- Open Magnum → “Restore Wallet” → enter mnemonic
- Create a new strong password on restoration
- Always keep your mnemonic stored securely offline
Coins Not Showing in Wallet
You sent or received coins but they don’t appear in your wallet.
- Open the asset list and search for the coin manually
- Click the “+” icon to add custom tokens via contract address
- Ensure you received on the correct network (ETH vs BSC vs Polygon)
- Wait for network confirmation (up to 30 mins for BTC)
- Check blockchain explorer with your wallet address to verify
Exchange Swap Failed
Your exchange transaction failed or returned an error.
- Ensure you have enough balance to cover both amount + network fee
- Some pairs have minimum swap amounts — check provider limits
- Try switching the exchange provider in swap settings
- Slippage too high: enable “Auto slippage” in settings
- Wait 15 minutes and retry if provider is temporarily unavailable
Hardware Wallet Not Detected
Ledger or Trezor device is not being recognized by Magnum.
- Ensure the correct app is open on your hardware device (e.g. Bitcoin app for BTC)
- Try a different USB cable or USB port on your computer
- Update Ledger Live or Trezor Suite firmware to latest version
- On macOS: grant USB permissions in System Preferences → Security
- Restart Magnum after connecting the hardware device
Staking Rewards Not Received
Your staking or delegation rewards are not appearing in your balance.
- Rewards distribution varies by network (can take 24–72 hours)
- Check your delegation is active via the Earn tab in Magnum
- Some networks require manual claiming — look for “Claim Rewards”
- Verify validator is still active on the network’s explorer
- For Tezos: rewards take 5–7 cycles (~14–20 days) to appear
Backup or Restore Issues
Problems when creating, exporting, or importing a wallet backup.
- Go to Settings → Security → Backup to export encrypted backup
- Store the backup file in a secure offline location
- To restore: select “Restore from Backup” on the welcome screen
- Mnemonic restore: enter all 12/24 words in exact order, lowercase
- If mnemonic fails: check for typos using BIP39 wordlist verification
90% of Issues Come From These Four Mistakes
Check these first. Most tickets we receive are resolved by one of the four points below.
Wrong network selected
Sending USDT on ETH network to a TRC-20 address (or vice versa) loses the funds permanently. Always verify the network before sending. Magnum shows the network name next to each address field.
Mnemonic stored digitally
Screenshots, cloud notes, and email drafts are not safe storage for your seed phrase. If your device or account is compromised, your funds are gone. Write it on paper. Keep it offline.
Outdated app version
60% of sync and connection issues disappear after updating to the latest version. Check Help → About to see your current version, then compare with the download page.
Insufficient gas / fee balance
To send ERC-20 tokens you need ETH in the same wallet to pay gas. To send TRC-20 tokens you need TRX. The token itself cannot cover its own transfer fee.
Talk to a human. Usually within an hour.
Two direct channels, pick the one that fits the problem. No tickets, no bots, no auto-replies.
In-app support chat
End-to-end encrypted. We never see your seed, don’t paste it. <24h reply guaranteed.
Open chat →Magnum support will never DM you first.
If anyone messages you claiming to be Magnum staff and asks for your seed phrase, password or a screen-share, it’s a scam. Report and block.