> ## Documentation Index
> Fetch the complete documentation index at: https://help.bitcoincontrolcenter.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Fixes for the most common problems.

## Connection

> **Cannot connect to Electrum**
>
> ![Electrum connection error message](https://mintcdn.com/hoseki-corp/XCQqCRepRDP5H4K0/images/troubleshoot-electrum-error.png?fit=max\&auto=format\&n=XCQqCRepRDP5H4K0\&q=85\&s=67b1fffc11ecc7e4d6ea7533cf6cc543)
>
> Electrum connection error.
>
> * Check host, port, and protocol. SSL usually uses `50002`. TCP usually uses `50001`.
> * Confirm the server is on mainnet and fully synced.
> * `.onion` address? Turn on **Connect via Tor**. Tor can take up to two minutes to start.
> * Using a StartOS Root CA? Install the CA on your computer. Fully quit and reopen the app.
> * Select **Test Connection** in [Settings](https://help.bitcoincontrolcenter.com/settings/app-settings.md#electrum-server-desktop) to check.

> **Portfolio says "Last synced…"**
>
> Control Center can't reach your Electrum server right now. It shows your last saved balances and keeps retrying. Fix the connection above.

> **Tor won't start**
>
> * Check your internet connection. Some networks block Tor.
> * "Tor could not connect within two minutes": try again on another network.
> * "Bundled Tor is missing": reinstall the desktop app.

> **StartOS: Control Center won't start**
>
> Control Center waits for Electrs. Check Electrs is running and fully synced. Then restart Control Center.

> **StartOS: "Insecure connection not allowed"**
>
> Open the `https://` address or the `.onion` address. The PIN doesn't work over plain `http://`.

## Balances

> **Balance is zero or wrong**
>
> ![Account still syncing with zero balance](https://mintcdn.com/hoseki-corp/XCQqCRepRDP5H4K0/images/troubleshoot-zero-balance.png?fit=max\&auto=format\&n=XCQqCRepRDP5H4K0\&q=85\&s=6412cff463336476c482c73ec8f90fe8)
>
> Still syncing.
>
> * Wait for the first sync to finish.
> * Confirm your Electrum server is fully synced.
> * **Wrong address type.** Added by xpub? Pick the script type that matches your addresses. See [xpub or descriptor](https://help.bitcoincontrolcenter.com/accounts/xpub-and-descriptors.md#which-script-type).
> * **Wrong account.** Check you picked the right account number or passphrase wallet.
> * **Unconfirmed funds** don't count yet. Wait for one confirmation.

> **"No wallets found" when adding a hardware wallet**
>
> Scans only list accounts with a balance above zero. Ledger also stops at the first empty account. Add the wallet by [xpub or descriptor](https://help.bitcoincontrolcenter.com/accounts/xpub-and-descriptors.md) instead.

> **My total shows "—" or dropped**
>
> * "—" means a balance couldn't be confirmed. Select **Try Again**.
> * A drop usually means an exchange needs **Reconnect**, or you archived a wallet. See [Home and Portfolio](https://help.bitcoincontrolcenter.com/portfolio/home-and-portfolio.md#why-a-number-might-look-off).

> **An exchange balance is counted twice**
>
> You connected the same exchange twice. Open one and select **Remove Account**. This deletes it immediately.

## Hardware wallets

> **Hardware wallet not detected**
>
> ![Browser permission prompt to connect a hardware wallet](https://mintcdn.com/hoseki-corp/XCQqCRepRDP5H4K0/images/troubleshoot-hw-permission.png?fit=max\&auto=format\&n=XCQqCRepRDP5H4K0\&q=85\&s=f672b8b0c82cd7edf1b694176c8281d0)
>
> Allow the browser prompt.
>
> * Unlock it. Open the Bitcoin app.
> * Close Ledger Live, Trezor Suite, and other wallet apps.
> * Use a USB cable that carries data, not just power.
> * On StartOS or Umbrel, use Chrome, Brave, or Edge. Firefox and Safari can't connect to a Ledger.

> **Trezor Suite doesn't open**
>
> Allow pop-ups for Control Center. If asked, allow local network access so it can find Trezor Suite desktop.

> **Camera doesn't work for COLDCARD Q or Keystone**
>
> Allow camera access in your browser and operating system. Close other apps using the camera.

> **COLDCARD over USB**
>
> USB isn't supported. Use a MicroSD card, or a COLDCARD Q with its QR codes.

> **Stuck on "Waiting for device confirmation"**
>
> Check the device screen. After 20 seconds, select the reset link and try again.

> **"Invalid signature"**
>
> Sign the exact message with the exact address shown. See [Verify ownership](https://help.bitcoincontrolcenter.com/accounts/verify-ownership.md#if-signing-fails).

> **Multisig: "Not a match"**
>
> That device's key isn't in the descriptor. Check the device, passphrase, and account. See [Multisig](https://help.bitcoincontrolcenter.com/accounts/multisig.md#device-notes).

## Exchanges

> **Exchange will not connect**
>
> ![Exchange connection failed error](https://mintcdn.com/hoseki-corp/XCQqCRepRDP5H4K0/images/troubleshoot-exchange-error.png?fit=max\&auto=format\&n=XCQqCRepRDP5H4K0\&q=85\&s=9e274cde6b8462c6efc5b4dd85c6dff0)
>
> Exchange connection error.
>
> * Re-copy the key. Check for extra spaces.
> * Confirm the key has the right read permission. See [Exchanges](https://help.bitcoincontrolcenter.com/accounts/exchanges.md#exchange-by-exchange).
> * **Coinbase:** use an **ECDSA** key, and paste the whole private key.
> * **Strike:** turn on **Read account balances**. It's off by default.
> * Create a new key and try again.

> **Exchange shows "Reconnect"**
>
> Keys expire in Control Center after one year, or after a restore without the key file. Create a new key. Open the account. Select **Reconnect Account**.

> **"Rate limit exceeded"**
>
> The exchange is limiting requests. Wait a few minutes and select **Refresh Balance**.

## Statements

> **A wallet is missing from the statement list**
>
> Only **verified** self-custody wallets can go on statements. [Verify it](https://help.bitcoincontrolcenter.com/accounts/verify-ownership.md). Exchanges, manual, and ETF holdings never appear.

> **I can't pick recent dates**
>
> Statements must end at least 2 days ago, so recent transactions can confirm. They can start no earlier than April 2023 and cover up to 2 years.

> **Statement will not generate**
>
> ![Statement generation error](https://mintcdn.com/hoseki-corp/XCQqCRepRDP5H4K0/images/troubleshoot-statement-error.png?fit=max\&auto=format\&n=XCQqCRepRDP5H4K0\&q=85\&s=7d97670d663d4d3f7aaac3a8281c7a0a)
>
> Statement error.
>
> * Check your Electrum connection.
> * On StartOS or Umbrel, make sure Mempool is running.
> * "Generation was interrupted" means the app restarted. Generate it again.
> * See [If a statement fails](https://help.bitcoincontrolcenter.com/statements/statements-and-hoseki-verified.md#if-a-statement-fails).

> **The download is monthly, not the full period**
>
> **Download** saves the format shown in the viewer. Switch to **Full Period** first.

## App and PIN

> **Forgot my PIN**
>
> See [PIN and lock](https://help.bitcoincontrolcenter.com/security/pin.md#forgot-your-pin). Your data stays.

> **"Too many wrong PINs"**
>
> Wait for the timer. Each wrong try after the fifth doubles the wait, up to 1 hour.

> **I was signed out**
>
> The app or server restarted. Enter your PIN again.

> **I closed the window, but the app is still running**
>
> That's expected. It keeps running in the tray and locks. Use **Quit** in the tray menu to quit fully.

> **Mac says the app cannot be opened**
>
> Download the official release from [bitcoincontrolcenter.com](https://www.bitcoincontrolcenter.com). Test builds are not notarized.

> **Windows SmartScreen warning**
>
> Select **More info** → **Run anyway**.

Still stuck? [Contact support](https://help.bitcoincontrolcenter.com/help/contact.md).


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