Troubleshooting¶
Quick answers to the most common problems. If none of these help, contact us.
My deposit hasn't arrived.
- Check that the sender used a network Hex Safe supports for that asset, and the address for that network. See Choosing the right network.
- If your account is with HT Singapore or HT MENA, the deposit may be waiting for a Travel Rule declaration. Check Active Transactions, then see Travel Rule: HT Singapore or Travel Rule: HT MENA.
I can't find the asset I want to deposit.
Hex Safe only lists supported assets. See Supported assets. To request a new one, email clients@hextrust.com.
I want to receive an XRPL token.
The vault needs a trust line for that token first. See XRPL trust lines.
My withdrawal is stuck.
Open Active Transactions and check its status:
- Pending Approval: it is waiting for Approvers to approve or reject it in their Hex Safe Mobile App. See How approvals work.
- Processing: it is going through the remaining stages. You don't need to do anything.
My withdrawal failed.
Open it in Transaction History to see the reason. Then use Initiate Again to retry it with the same details. See Retry a failed transaction. If a transaction was cancelled and you didn't cancel it, contact clients@hextrust.com.
A transaction failed because the vault didn't have enough gas.
The Gas Station can top up network fees for your vaults automatically.
I can't withdraw to an address.
Your vault may be whitelisted, so it can only send to approved counterparties. See Counterparty Book and whitelisting.
I forgot my password.
See Reset your password. If you've set up a passkey, you can also click Continue with passkey. See Sign in with a passkey.
I lost or replaced my phone.
See Move Hex Safe to a new phone. If you've lost the old phone, an Admin or Admin Approver in your enterprise can reset your 2FA.
I can't see a button, page or vault that a colleague can.
What you can do depends on your role. See User roles.
I'm in the wrong enterprise.
Switch it from the account menu. See Switch enterprise and display currency.
My API calls return 401.
The request isn't authenticated. Check the uri claim and token expiry. See Authentication and request signing.
The API returns HTTP 429.
You've hit the rate limit. Back off and retry later. See Errors and rate limits.
My server isn't receiving webhooks.
Check Delivery history in Settings › Webhooks, and make sure your endpoint is an HTTPS address that can be reached from the internet. See Receive notifications with webhooks.