Troubleshooting Atomic Wallet Connection Issues

You may sometimes experience issues connecting Atomic Wallet to blockchain networks — resulting in incorrect balances, failed transactions, or an unresponsive application. This guide walks through how to diagnose and resolve these connection problems.

Contents

• Common causes of connection issues
• Step 1: Verify your internet connection
• Step 2: Update Atomic Wallet
• Step 3: Try a VPN if access is restricted
• Step 4: Refresh balances and relaunch
• Step 5: Contact support with your Atomic ID
• What Atomic Wallet can and cannot do

Common causes of connection issues

Connection problems usually arise from one of the following:

• An unstable internet connection.
• An outdated wallet version.
• Network restrictions such as firewalls or ISP blocking.
• Temporary software glitches.

Step 1: Verify your internet connection

A strong, consistent connection is essential for the wallet to synchronize with blockchain networks.

• Check whether other websites or apps load correctly.
• Try restarting your Wi-Fi router or modem.
• If you're on Wi-Fi, switch to mobile data (or vice versa) to rule out a local network issue.

Step 2: Update Atomic Wallet

An outdated version can cause compatibility issues. To update, go to Settings → About in the app and click Check for updates.

Step 3: Try a VPN if access is restricted

Sometimes your internet service provider or local network settings restrict access to certain blockchain nodes. A Virtual Private Network (VPN) can help by routing your connection through a different server location.

1. Connect to a reputable VPN service and select a server in a different country or region.
2. Relaunch Atomic Wallet and try again.

Be cautious with free VPNs, as they may not offer adequate security or reliability.

Step 4: Refresh balances and relaunch

For issues like incorrect balances, first try refreshing the wallet.

• Use the refresh icon next to your total balance or an individual asset balance.
• If that doesn't help, completely close Atomic Wallet and reopen it.
• For persistent problems, restart your computer or mobile device before relaunching the wallet.

Step 5: Contact support with your Atomic ID

If you've followed all the steps above and still have connection issues, our support team can help. When contacting us, please provide your Atomic ID. This unique identifier helps our team diagnose issues related to your wallet's interaction with our services, without compromising your privacy or security.

You can find your Atomic ID under Settings → About in your Atomic Wallet. Contact us at support@atomicwallet.io or through the in-app chat.

What Atomic Wallet can and cannot do

Atomic Wallet can:

• Provide comprehensive troubleshooting guidance for software-related issues.
• Help identify and resolve problems within the Atomic Wallet application itself.
• Offer support and advice on best practices for securing and managing your cryptocurrency.

Atomic Wallet cannot:

• Directly fix your personal internet connection or local network problems.
• Bypass restrictions imposed by your internet service provider or local firewall settings.
• Recover your funds if you lose your 12-word backup phrase, as we do not store it.
• Access your private keys or control your funds, as Atomic Wallet is a non-custodial wallet.