Troubleshooting
Find your problem below. Most take a minute or two to fix. If Scrya shows a reference like ERR-XXXX-XXXX, the problem is on our side. See Something went wrong on our side.
Signing in
The invitation link has expired or doesn’t work. Invitation links expire and only work once. If you already created your account, sign in at https://app.scrya.io/auth. If not, ask the business to resend your invitation. See Accepting your invite.
Scrya says your email or password isn’t correct. Use the email address the business invited. To reset your password, click Forgot your password?, enter your email and click Send Reset Link. Look for an email titled Reset your Scrya password. The business can also send you a reset link.
You were signed out, or asked to sign in again. Scrya signs you out after an hour without activity. Sign in again to carry on.
“Wrong account for this link”. You’re signed in as someone else in this browser. Click Sign out and continue, then open the link from your email again.
Your portal shows “Welcome to Scrya” but no requests. No business has added you as a customer with the email address you signed in with. Ask the business to invite you using that address, then click Check again.
You got a request email but never set up an account. Use your invitation email first, or ask the business to resend it.
Wallet problems
For wallet-specific steps, see the guides for MetaMask, Phantom, Brave Wallet, Ledger, Trezor, Electrum and Sparrow.
Scrya says the address isn’t valid. Scrya checks the address format for the request’s network. Usually the address is from a different network, or a character is missing or extra. Ethereum, BNB Smart Chain, Polygon, Arbitrum One and Base addresses start with 0x. Tron addresses start with T. Bitcoin addresses start with 1, 3 or bc1. Copy the address from your wallet again. See Choosing the right network.
The message to sign doesn’t appear. It only appears once the address is valid. If you see an error with Try again, click it. If Scrya says you’re offline, reconnect first.
Scrya says the signature doesn’t look right. Paste the whole signature your wallet produced, with no extra spaces or line breaks. Don’t paste the message and the signature together.
The message has expired. It’s single-use and expires 15 minutes after it appears. Close the window, click Start Verification again and enter your address to get a fresh message. Sign it exactly as shown.
MetaMask, Phantom or Brave Wallet wasn’t detected. Install or unlock the extension in this browser, then reload the page. Brave Wallet is built into the Brave browser instead: see Brave Wallet for the settings it needs. You can also copy the message and paste the signature in manually.
The connected wallet account doesn’t match. Switch your wallet to the account for the address you entered, or change the address to match.
You cancelled the request in your wallet. Nothing was signed. Click the connect button again when you’re ready.
Scrya says the address is already being verified on this request. Each address can only be used once for the same asset and network on a request. Use a different address.
You see “Verification didn’t start”. Your signature was saved but confirmation didn’t begin. Click Submit for Verification again.
The row shows Expired. Scrya couldn’t read the address’s balance within 24 hours. Click Start new verification, then sign a fresh message.
A wallet row shows Failed. Scrya checks your signature the moment you submit, and the row shows why it didn’t pass: usually the signature was made by a different wallet or account, the message was changed, or it expired before you submitted. Click Start new verification, then sign the fresh message, exactly as shown, with the wallet that holds the address.
The request shows Action needed. Read the reason on each row, then contact the business that sent the request.
Your Bitcoin address starts with bc1p. Scrya’s signature check doesn’t support these Taproot addresses, so Scrya shows a warning and no message to sign. Use an address starting 1, 3 or bc1q.
Exchange problems
For exchange-specific steps, see the guides for Binance, Bybit, Coinbase, Kraken, OKX, BTC Markets, CoinSpot, Independent Reserve and Swyftx.
Invalid credentials, before anything is sent. The key, secret or passphrase is too short, too long, or has characters exchanges don’t use. Copy each one again from your exchange, and check you haven’t pasted the secret into the key field.
The exchange rejected your API key or secret. Copy both again from your exchange’s API page, with no spaces before or after. Check the key hasn’t been deleted or replaced.
The key can’t read balances. Edit the key at your exchange and turn on read-only or view-balance access. Never turn on trading or withdrawals.
The key is limited to certain IP addresses. Your exchange blocks Scrya’s request. Remove the IP restriction from the key, or create a new key without one, then try again. There’s no Scrya IP address you could add instead.
Scrya says your clock is out of sync. Sync your device’s time, or wait a minute, then try again.
OKX asks for a passphrase. Enter the passphrase you set when you created the API key. It isn’t your OKX login password.
The exchange is busy, slow or unavailable. Wait a minute, then click Connect exchange again. If it keeps failing, check your exchange’s status page.
A saved key no longer works. You may have deleted it at your exchange. Choose Use a new API key and create a fresh one. See Revoking your API key.
Closed, expired or cancelled requests
A request marked Verified, Completed, Rejected, Failed, Expired, Cancelled or Closed is finished and read-only. A request becomes Failed or Expired when every address has a result, at least one failed or expired, and nothing changed for 7 days. If you try to change it, you’ll see Request is closed. Refresh the page to see its latest status.
- Need to verify again? Ask the business to send a new request, or click Verify an asset to start one for a business you’re linked to.
- Verify an asset takes you to an existing request. You can only have one open request that you started yourself. Add your assets to that one.
- You can’t start another request. There’s a limit on how many requests you can start yourself in a day. Try again later.
Something went wrong on our side
If Scrya says something has gone wrong on its side, it shows a reference like ERR-XXXX-XXXX. This isn’t your fault. Try again in a few minutes. If it keeps happening, click Copy reference and email it to support@scrya.io. See Error references.