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🔧 Troubleshooting Guide

Having issues with ChainMove? This guide covers the most common problems and their solutions.

Account & Authentication Issues​

Cannot Login to My Account​

Symptoms:

  • Login page shows "Invalid credentials" error
  • Account appears to be locked
  • Two-factor authentication not working

Solutions:

  1. Reset your password:

    • Click "Forgot Password" on the login page
    • Check your email for reset instructions
    • Create a new strong password

  2. Clear browser cache:

    • Clear cookies and cached data
    • Try logging in with an incognito/private window
    • Disable browser extensions temporarily

  3. Two-factor authentication issues:

    • Ensure your device's time is accurate
    • Generate a new backup code
    • Contact support if you've lost access to your 2FA device

Email Verification Not Working​

Symptoms:

  • Verification email not received
  • Verification link expired or invalid

Solutions:

  1. Check spam/junk folder
  2. Resend verification email:
    • Go to account settings
    • Click "Resend verification email"
  3. Whitelist our email domain: Add @chainmove.io to your email whitelist

Wallet Connection Issues​

MetaMask Not Connecting​

Symptoms:

  • MetaMask popup doesn't appear
  • Connection request fails
  • Wrong network detected

Solutions:

  1. Check MetaMask installation:

    • Ensure MetaMask extension is installed and updated
    • Unlock your MetaMask wallet
    • Refresh the page and try again

  2. Network configuration:

    • Switch to the correct network (Ethereum Mainnet or Polygon)
    • Add custom network if required
    • Check if you have sufficient ETH for gas fees

  3. Clear MetaMask cache:

    • Go to MetaMask Settings > Advanced
    • Click "Reset Account"
    • Re-import your wallet if necessary

Wallet Shows Wrong Balance​

Symptoms:

  • Token balance not updating
  • Missing recent transactions
  • Incorrect ETH balance

Solutions:

  1. Refresh your wallet:

    • Click the refresh button in MetaMask
    • Wait a few minutes for blockchain confirmation
    • Check on a block explorer (Etherscan/Polygonscan)

  2. Add token manually:

    • Go to MetaMask > Assets > Import Token
    • Enter the ChainMove token contract address
    • Import the token to see your balance

Payment & Transaction Issues​

Transaction Failed or Stuck​

Symptoms:

  • Transaction shows as "Pending" for too long
  • Transaction failed with error message
  • Gas fees too high

Solutions:

  1. Check gas settings:

    • Increase gas limit if transaction fails
    • Use recommended gas prices
    • Wait for lower network congestion

  2. Cancel stuck transactions:

    • In MetaMask, click "Cancel" on pending transaction
    • Send a new transaction with higher gas price
    • Use the same nonce to replace the stuck transaction

  3. Insufficient funds:

    • Ensure you have enough ETH for gas fees
    • Check if you have sufficient token balance
    • Add funds to your wallet if necessary

Payment Not Processed​

Symptoms:

  • Payment shows as failed
  • Bank transfer not reflected
  • Credit card declined

Solutions:

  1. Check payment method:

    • Verify card details are correct
    • Ensure sufficient funds in account
    • Contact your bank if card is blocked

  2. Bank transfer delays:

    • Bank transfers can take 1-3 business days
    • Check for weekend/holiday delays
    • Verify correct account details

Vehicle & Investment Issues​

Symptoms:

  • Listed vehicle not visible to users
  • Vehicle status shows as "Under Review"
  • Search filters not working

Solutions:

  1. Check vehicle status:

    • Ensure vehicle approval is complete
    • Verify all required documents are uploaded
    • Check if vehicle meets platform requirements

  2. Update listing information:

    • Refresh vehicle photos
    • Update availability calendar
    • Adjust pricing if needed

Investment Returns Not Received​

Symptoms:

  • Expected returns not credited
  • Payment distribution delayed
  • Incorrect return amounts

Solutions:

  1. Check payment schedule:

    • Verify the payment date in your dashboard
    • Returns are typically processed monthly
    • Check for any notifications about delays

  2. Review smart contract:

    • Check the blockchain for transaction status
    • Verify smart contract execution
    • Contact support if returns are missing

Technical Issues​

Website Loading Problems​

Symptoms:

  • Page not loading or loading slowly
  • Images not displaying
  • Features not working properly

Solutions:

  1. Check your connection:

    • Test internet speed and stability
    • Try accessing from a different device
    • Use a different network if available

  2. Browser troubleshooting:

    • Clear browser cache and cookies
    • Disable ad blockers and extensions
    • Try a different browser
    • Update your browser to the latest version

Mobile App Issues​

Symptoms:

  • App crashes or freezes
  • Features not working on mobile
  • Sync issues between devices

Solutions:

  1. Update the app:

    • Check app store for updates
    • Install the latest version
    • Restart your device

  2. Clear app data:

    • Clear app cache (Android)
    • Offload and reinstall app (iOS)
    • Log out and log back in

Getting Help​

When to Contact Support​

Contact our support team if:

  • Issues persist after trying the above solutions
  • You need help with account recovery
  • You suspect fraudulent activity
  • You have platform-specific questions

How to Contact Support​

Information to Include​

When contacting support, include:

  • Detailed description of the problem
  • Steps you've already tried
  • Screenshots or error messages
  • Your browser and device information
  • Transaction hashes (if applicable)

Emergency Procedures​

Suspected Account Compromise​

If you suspect your account has been compromised:

  1. Immediately change your password
  2. Enable two-factor authentication
  3. Check recent account activity
  4. Contact support immediately
  5. Secure your connected wallets

Lost Access to Wallet​

If you've lost access to your connected wallet:

  1. Attempt wallet recovery using seed phrase
  2. Contact wallet provider support
  3. Update ChainMove with new wallet address
  4. Verify ownership of new wallet

Still need help? Our support team is here to assist you 24/7.