Troubleshooting & FAQ
Resolve common recovery issues fast
This page covers the most frequent recovery blockers: derivation mismatches, passphrases, multisig gaps, and incomplete exports. Web flow helps with routing and validation; complex cases are completed in the desktop tool.
On this page
Top issues (Troubleshooting)
Each case below includes the most likely cause and the shortest path to a valid recovery input. If your data is incomplete or proprietary, switch to desktop for the extended workflow.
01 Address shows no funds / missing change addresses
Cause
Funds are often on change (change=1) or a different account.
If you restore only the receive chain, balances may appear missing.
Fix
Verify derivation path and ensure both chains are covered (receive + change). If available, use descriptors or wallet export metadata.
Otherwise, use desktop to scan the correct account and script type.
Check change = 0 and 1
Confirm purpose: 44/49/84/86
Confirm account index (0, 1, …)
Next step
Prefer descriptor or xpub + known path. If missing, desktop can route and validate scan scope.
02 Wrong derivation path (BIP44/49/84/86 mismatch)
Cause
Many wallets use different purposes depending on address type: Legacy (44), SegWit (49), Native SegWit (84), Taproot (86).
Restoring with the wrong purpose can produce valid addresses that are not yours.
Fix
Use export metadata if present. If not, infer from address type and wallet profile, then validate against known receive addresses.
Desktop provides broader path routing and legacy handler coverage.
Next step
Provide xpub/descriptor when possible. If you only have address-level hints, use web intake for routing then continue in desktop.
03 Passphrase enabled (BIP39 “25th word”)
Cause
A passphrase changes derived keys. Restoring without it produces a different wallet even if the seed is correct.
Fix
Confirm whether passphrase was enabled. If you have a backup/export, use it as the primary input.
If you only have key material, desktop is typically required to validate scenarios safely.
Next step
Do not paste seed phrases into the web flow. Use official restore or desktop guided capture.
04 Multisig missing cosigner / policy mismatch
Cause
Multisig execution requires enough cosigner material and a matching policy (m-of-n, script type).
Missing a cosigner xpub or having a wrong policy will block recovery.
Fix
Gather all cosigner xpubs (or equivalents), policy details, and origin paths where possible.
PSBT can help confirm policy but does not replace missing keys.
Next step
Use desktop for multisig routing and validation. Provide PSBT and any cosigner exports you have.
05 Export incomplete / proprietary schema
Cause
Some wallets export partial data (addresses only, missing key origins) or use proprietary/encrypted containers that require wallet-specific parsing.
Fix
Use the most complete export available (original ZIP/JSON/DAT) and keep structure unchanged.
If schema is proprietary, the web flow can still classify the input and route to desktop.
Next step
Continue in desktop for legacy schema handlers and offline analysis workflow.
06 SegWit vs Legacy mismatch (addresses don’t match)
Cause
A wallet may display a SegWit receive address while exporting a legacy derivation (or vice versa).
Some apps have non-standard account mappings.
Fix
Validate against known receive addresses. Prefer descriptors or export metadata that clearly specifies script type.
Desktop is recommended when app uses custom mappings or legacy formats.
Next step
Provide the export/backup; if unknown, start with search input for routing, then continue in desktop.
07 EVM: wrong account index / missing token balances
Cause
Many EVM wallets use multiple accounts. Tokens can appear “missing” if you restore the wrong account index or chain context.
Fix
Confirm the account index and the network (Ethereum vs compatible chains). Provide wallet export if available.
Desktop is recommended for complex multi-chain routing.
Next step
Use address / wallet ID for routing if export is not available, then follow suggested capture method.
08 PSBT imports but signing fails
Cause
PSBT may reference a different script type, missing key origin info, or require additional cosigner material (multisig).
Fix
Confirm policy and derivations. Provide xpub/descriptor/policy details when possible.
Desktop is recommended for multi-stage validation.
Next step
Use PSBT as a compatibility signal and gather missing origins/cosigners as indicated.
Reminder
The web flow performs routing and format checks. If you hit a schema limitation, switch to
Desktop for legacy handlers and offline analysis workflow.
FAQ
Short, practical answers. Where a definition matters (xpub, descriptor, PSBT), we link to the formats guide.
Q1 What do you store?
Answer
Inputs are used for structured intake and routing. Execution depends on export format and completeness; retention policy is documented in the desktop workflow.
Q2 Why do I need the desktop tool?
Answer
Desktop includes legacy schema handlers and an offline analysis workflow. It’s used when exports are proprietary, incomplete, or require deeper validation.
Q3 Can I paste a seed phrase?
Answer
No. Seed phrases in plain text are not accepted in the web flow. Use your wallet’s official restore process or the desktop tool’s guided capture method.
Q4 What is an xpub?
Answer
An xpub is an extended public key used to derive addresses for a given path/account without exposing private keys.
It’s a strong routing signal when paired with the correct derivation path.
Q5 What is a descriptor?
Answer
A descriptor is a structured description of spending conditions (script type + key origins). When available, it improves recovery/migration precision.
Q6 What is a PSBT?
Answer
A PSBT is a partially signed Bitcoin transaction used for offline signing and multisig coordination.
It can help confirm policy/origins, but it does not replace missing keys or cosigners.
Q7 I have a file but it’s not ZIP/JSON/DAT/TXT — what now?
Answer
Use the desktop tool. It handles more legacy schemas and can guide wallet-specific export steps without requiring you to transform files manually.
Q8 Why does coverage depend on “data completeness”?
Answer
Some inputs contain only identifiers (addresses) or incomplete exports that lack key origins, policy metadata, or cosigner material.
The router can still classify and suggest next steps, but execution requires enough recovery data.
Q9 How should I start if I’m not sure what I have?
Answer
Start with web intake (backup file or search by address/wallet ID). If your case is proprietary or complex, move to desktop when prompted.
Support
If the issue persists, the fastest path is to provide a structured export or run the desktop workflow for detailed routing signals.
Recommended
Use web intake for initial routing, then continue in desktop if a legacy/proprietary schema is detected.
For definitions and input preparation, see Inputs & formats.