Troubleshooting
Solutions to common issues when using ZcashBridge.
Transaction Stuck or Delayed
Transaction shows as "pending" for extended time
No confirmations received
Check Transaction Status
View status in platform UI
Verify on source chain explorer using transaction hash
Check destination chain for any activity
Check Network Status
Bitcoin: Check mempool congestion
Ethereum: Check gas prices and network congestion
Solana: Check network status
Tron: Check network status
EVM Chains: Check chain-specific status
Wait for Confirmations
Most delays resolve as confirmations arrive
Network congestion can cause delays
Be patient - transactions typically complete
If significantly delayed (beyond expected time)
Include network and time details
Quote Not Loading
Check Connection
Ensure internet connection is stable
Check if wallet is connected
Verify source chain is selected
Ensure destination address is correct format
Check if service is operational
Wallet Connection Issues
Ensure wallet extension is installed
Verify wallet is unlocked
Check wallet is on correct network
Disable conflicting extensions
Ensure you're on correct network
Switch networks if needed
Insufficient Funds Error
"Insufficient funds" error
Verify sufficient funds in wallet
Ensure enough for bridge fees
Fee Requirements
Bitcoin: Need BTC for fees
Ethereum: Need ETH for gas (even for tokens)
Solana: Need SOL for fees
EVM: Need native token for gas
Ensure enough for total cost
Network-Specific Issues
Slow Confirmations
Cause: Bitcoin network congestion
Solutions:
Wait for confirmations (can take 10-60+ minutes)
Consider timing (avoid peak hours)
Cause: Network congestion increases fees
Solutions:
Wait for lower congestion
Accept higher fees if urgent
Ethereum Issues
Cause: Ethereum network congestion
Solutions:
Wait for lower gas prices
Use Layer 2 solutions (Arbitrum, Optimism, Polygon)
Time transactions for lower activity
Slow Confirmations
Cause: Network congestion or low gas
Solutions:
Network Congestion
Cause: High network activity
Solutions:
Wait for network to clear
Check Solana network status
Transaction Failures
Cause: Various network issues
Solutions:
Verify sufficient SOL for fees
Energy/Bandwidth Requirements
Cause: Some transactions require energy/bandwidth
Solutions:
System handles automatically
Stake TRX for energy if needed
Slow Confirmations
Cause: Network issues
Solutions:
Check Tron network status
EVM Chain Issues
Cause: Wallet on wrong network
Solutions:
Switch to correct network
Cause: RPC endpoint problems
Solutions:
Contact support if persistent
Transaction Problems
Transaction Failed
Before Confirmation
Can cancel and start over
Try again: request new quote
After Confirmation
Check error: review error message
Verify on-chain: check transaction on explorer
Contact Support: provide transaction hash
Wrong Amount Received
Compare received amount to quote
Verify on-chain transaction
Provide details: transaction hash and details
Explain issue: describe discrepancy
Wait response: support will investigate
Always verify addresses before sending
Copy carefully: ensure full address copied
Test small: test with small amount first
If Sent to Wrong Address
Contact Support: immediately
Provide Hash: transaction hash
Act Quickly: time-sensitive
Shielded Address Issues
Check format: Must start with zs1 or z1
Verify length: Check address length
Copy correctly: Ensure full address copied
Transparent Address Issues
Check format: Must start with t1 or t3
Verify length: Check address length
Copy correctly: Ensure full address copied
Address Verification
Double-check: Always verify addresses
Use tools: Use address verification tools
Test small: Test with small amount first
Transaction Hash(es)
Provide both source and destination transaction hashes if available
Your wallet address (public)
Exact error message if any
What you've already tried
Screenshots of relevant screens
Support Channels
Documentation: Check documentation first
FAQ: Review FAQ for common issues
Status Page: Check for known issues
Prevention Tips
Verify Addresses
Always double-check destination addresses
Review fee breakdowns before confirming
For first-time use, start with a small amount
Keep an eye on transaction status
Use Trusted Wallets
Only connect wallets you trust
Before Each Transaction
Verify source chain and asset
Check Destination
Check destination address format
Security Reminders
Never share seed phrases or private keys
Always verify you're on official site
Double-check all addresses before sending
Use hardware wallets for large amounts
Keep wallet software updated
Additional Resources
FAQ - Common questions and answers
Getting Started - Setup guide
Security - Security best practices
Supported Networks - Network information
Still need help? Contact support at [email protected] with detailed information about your issue.
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