Most vault problems have one of three causes: a device is offline or has THORWallet closed, the wrong wallet is selected on the device that scans, or an old QR code was scanned. Check these first, then start the action again.
On this page
Vault devices work together while you create a vault or sign. If one of them drops out, the other devices wait. This page lists the common cases and what to do.
First checks
- Every device is online. Wi-Fi or mobile data both work. The devices do not need the same network.
- THORWallet is open and unlocked on every device, and stays on screen until the action ends.
- All devices run the latest app version.
- On a device that scans a signing code, the same vault is the selected wallet.
- The QR code is the one on screen right now. Each new attempt creates a new code.
The vault option is missing
| What you see | Why | What to do |
|---|---|---|
| No Multisig Wallet on the Create Wallet screen | Vaults are available in the iOS app in the current version | Use the iOS app for every device of the vault |
| No Vault on the Import Wallet screen | Same reason | Import the backup file in the iOS app |
| No scan icon at the top of the Wallet screen | The selected wallet is not a vault | Select the vault in the wallet list |
Devices do not find each other while creating a vault
- Check the first checks above on every device.
- On each joining device, tap Pair and scan the code again.
- If the first device still shows Looking for devices, go back on all devices and start again. Enter the vault name again to get a new QR code.
If the app shows "Creating the vault failed", nothing was saved on that device. Start the pairing again on all devices.
If the app asks "Leave without saving?", tap Stay. Leaving at that point loses this device's share for good.
Signing does not start or does not finish
- Check the first checks above on every device.
- Make sure enough devices joined. At least two thirds of the vault's devices must take part, counting the one that started.
- On each joining device, check that you tapped Join Keysign after scanning.
- If nothing happens for several minutes, close the QR sheet on the first device and start the transaction again.
- Before you repeat a send or swap, open Activity and check that the first attempt did not go through.
Error messages
| Message | Meaning | What to do |
|---|---|---|
| "This QR code is not a signing request for this vault" | The scanning device has another wallet selected, or the code is not a signing code | Select the vault, then scan the code on the device that started the transaction |
| "Wrong signer. Please use the correct vault." | The scanned request belongs to a different vault | Select the vault that started the request |
| "Same local party ID. Please use another device or vault" | Both devices hold the same share, for example because one backup file was imported twice | Sign with a device that holds a different share |
| A message that the transaction details do not match the signing request | The joining device received details that differ from the QR code. Nothing was signed | Start the signing again on the first device |
| "This request expired before your vault finished signing" | A WalletConnect request ran out of time. Nothing was sent | Start the request again in the connected app |
| "Your vault can't sign on this network." | The connected app asked for a network the vault does not support | Use a supported network, or a seed wallet |
| "Wallet not saved" | The new share could not be stored on this device | Close the app completely, reopen it, unlock and try again |
| "Invalid password" on import | The password does not match the backup file | Try the passwords of your other backups. THORWallet cannot reset it |
Things that are not errors
- No recovery phrase. A vault has none. The settings screen for the recovery phrase says so. Your backup is the file of each device.
- Notifications. Check Settings, Notifications to see what is available for the selected wallet.
- Cards, perpetuals, stocks and Rewards ask for a seed wallet. These features do not work with a vault in the current app.
- Monero, NEAR and Osmosis are missing. These chains are available in a seed wallet only.
Contact support
If a problem remains, open the chat in the app or write to info@thorwallet.org. Tell support the app version, the number of devices in the vault and the exact message you see. Support will never ask for your recovery phrase, your vault backup files or their passwords.
Related
Common questions
Why can I not find the vault option?
Vaults are available in the iOS app in the current version.
Do my devices need the same Wi-Fi to find each other?
No. Each device needs a working connection and THORWallet open on screen.
Signing did not finish. Was my transaction sent?
Check Activity and the block explorer before you try again. If no transaction appears, nothing was sent and you can start again.
Where do I set notifications?
Open Settings, then Notifications, to see what is available for the selected wallet.
Why do the card, perpetuals or Rewards screens ask for a seed wallet?
In the current app the card, perpetuals, tokenized stocks and Rewards work with a seed wallet only. Create a seed wallet next to your vault to use them.
Thank you.
Sorry about that. Chat with support inside the app, or write to info@thorwallet.org. Support will never ask for your recovery phrase.