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Envoy Troubleshooting

If you cannot find the answer to your problem here, please get in touch by clicking 'Get Support'.


Tor

Envoy shows a Tor connectivity warning

We have a detailed page covering the reasons for this, including multiple resolution options here .


Incorrect Balance

My balance is incorrect and/or I have missing transactions

This is often caused by Tor connection issues. Read more about that, including resolution options, here .

If you are connected to your own Bitcoin node, this can also be the cause of missing transactions or incorrect balances. Check that your node is fully operational and synced up to the latest block height. If Envoy is having trouble connecting to your node over Tor, the shield at the top of the screen will glow red.

If you have imported a seed from another hardware wallet, you may have used multiple accounts. Ensure that you add each of these to Passport and then connect them to Envoy to get a full picture of your bitcoin balances.

Envoy generates Native Segwit (bc1q) receive addresses by default, and Taproot (bc1p) addresses when Receive to Taproot is turned on in Settings . Envoy does not generate older legacy style addresses (those starting with a 1 or a 3). If you have imported an existing seed from another hardware wallet that used them, you'll need to either:

  1. Send from those older addresses to the Native Segwit or Taproot ones generated by Envoy.
  2. Use an alternative wallet software that supports legacy address types.

Passport Prime Connection

Envoy shows Security Check Failed, Security Check Pending or Security Check Interrupted

When you pair Passport Prime, Envoy runs a security check (Checking Device Security) to confirm the device is genuine. If it can't finish, Envoy shows one of these messages:

  • Security Check Pending: Envoy couldn't reach the security server. Check your phone's internet connection (and Tor, if it's on), then tap Retry.
  • Security Check Interrupted: Passport Prime couldn't complete the check. Keep Passport Prime powered on, unlocked and close to your phone, and make sure your phone's date and time are set automatically (on iOS: Settings > General > Date & Time > Set Automatically; on Android, usually Settings > System > Date & time). Then tap Exit Setup and pair again. If it keeps happening, tap Contact Support.
  • Security Check Failed: the device may not be genuine or may have been tampered with during shipping. Don't use it until you have spoken to us: tap Contact Support or get in touch .

Firmware Update

Envoy shows Begin on Passport Prime when I tap the update for my Passport Prime

Firmware updates for Passport Prime must be started on the device. On Passport Prime, go to Settings > Update and tap Check for New Version, then Update with Envoy. Envoy then downloads the update and transfers it over QuantumLink. You can also update without Envoy using Manual Update. See Passport Prime Firmware Update .


Envoy fails to copy the Passport firmware file to my SD Card

This applies to Passport Core only.

Ensure you have followed the instructions outlined in the video here , then follow the troubleshooting steps below.

For Android devices:

  • Ensure the SD card is 'safely removed', 'ejected' or 'unmounted' from the device. This is usually achieved by swiping down from the top of any screen then tapping 'eject'.

Applicable to both devices:

  • Older phones may take longer to copy the firmware file across to the microSD card. Ensure you do not eject the SD card until instructed to do so by Envoy.
  • Ensure the SD card is inserted correctly into the adapter. It will only fit one way, with the gold pins of the SD card facing towards the rounded edge of the adapter.
  • Ensure the SD card is being successfully read by your phone. This is typically achieved by locating the PASSPORT-SD directory in your phone's file system.

Boosting or Canceling Transactions

Envoy is excluding small coins from my transaction

During very high fee conditions, the coin selection algorithm in Envoy will automatically exclude very small coins (UTXOs) from some spends. This is because at such a high fee rate, adding very small coins to a transaction can cost more than the value of the coin itself.

Why is Envoy adding more coins to my boost or cancel transaction? When boosting or canceling a transaction, Envoy will always attempt to do so using the change from the transaction, but where there is no change, or the boosted fee is greater than the total sum of available change, the wallet has no choice but to choose another coin from your wallet to cover the increased fee. Envoy will only choose from confirmed and unlocked coins.

In the scenario where coins are added, you can tap Review Coin Selection to amend the default coin selection.

Why can't Envoy boost or cancel my transaction? In most cases this will be because there are not enough confirmed or unlocked coins for the wallet to use to boost the fee. Allow for pending coins to confirm, or enter the tag view and unlock some coins.


Magic Backups and Recovery

Envoy shows Recovery Unsuccessful when I try to recover my wallet

Envoy couldn't find your Magic Backup on this phone. Check that:

  • On iOS, you are signed in with the same Apple account as your previous phone and have restored your latest iCloud backup, with iCloud Keychain turned on.
  • On Android, you are signed in with the same Google account as your previous phone and have restored your latest device backup (or completed a direct phone-to-phone transfer).

Then tap Retry. If you have your seed as a QR code, you can tap Recover with QR Code instead. See Magic Recovery .

My Envoy seed isn't included in my Android backup

Android only includes the Envoy seed in a Google backup when that backup is end-to-end encrypted, which requires a screen lock on your phone. Make sure your phone has a screen lock (PIN, pattern or password) set, then let Android run a new backup before you switch phones. Without a screen lock, Magic Recovery will have nothing to restore on your new phone. A direct phone-to-phone transfer also carries the Envoy seed across. The same applies to the part of your Passport Prime Master Key that Envoy holds for Magic Backups. See Android Backup .