Technical Support

1. Why can't I send my tokens?

A variety of components could potentially hinder your transaction process

Some of the most common mistakes and errors users might have are:

  • Insufficient Native Token For Gas Fees: When attempting to transfer your funds to another address, make sure to have a sufficient amount of the native token to cover the gas fees. If you are using the PulseChain network, $PLS will be used, similarly, a transfer of funds in the Ethereum network will cost you a specific amount of $ETH

  • Congestion: You may experience network congestion during periods of high transaction volume, which can exceed the network's capacity. Unfortunately, we have no control over this, and gas fees typically rise during congestion. A recommended solution would be to transfer funds at a later time.

  • Unable to transfer on third-party DApps: If you are unable to transfer your funds in an exchange, it would be best to directly contact the official support team in charge of the exchange.

2. I accidentally send my tokens to the wrong address, could you help?

When it comes to blockchain transactions, it's important to keep in mind that they're irreversible and final once they're completed. This unique feature is intrinsic to the technology itself.

As much as we'd love to help, once a transaction is finalized, we simply don't have the capability to reverse it. So, it's crucial to take a moment to double-check the wallet address before you hit that send button.

3. Can my Pulse Wallet holds many addresses?

Yes, the Pulse Wallet offer users the ability to create multiple wallet addresses within one wallet.

Here's a simple guide on how to create new addresses within your Pulse Wallet:

Step 1: Navigate to the home screen and locate the ""Settings"" option.

Step 2: Once in the settings, find and select your name at the top.

Step 3: Look for the ""Add New Account"" button and give it a press.

Done! Pulse Wallet will swiftly generate a new wallet address for you to utilize as you see fit. This handy feature provides you with added flexibility and security for managing your digital assets.

4. What should I do when I forgot my PIN code?

Your PIN code provides an additional layer of security for your Pulse Wallet. If you've forgotten your PIN, don't worry – resetting it is easy!

Simply press the 'Forgot your PIN?' option when asked about your PIN code. From there, log back into your wallet using either your social login credentials or by importing your existing wallet. Once logged in, you can create a new PIN code. It's that simple!

5. Where can I add custom tokens to my Pulse Wallet?

Here is how users can add custom tokens in to their Pulse Wallet.

Step 1. In your home screen, press the ""+"" symbol

Step 2. Then, you can paste the token's contract in to the bar and the token's name will appear

Step 3. Confirm it is your desired token, and press add.

And voila, it is done

6. How do I enable additional security features such as 2-Factor authentication?

Setting up 2-Factor Authentication (2FA) can strongly enhance your wallet security, as the 2FA acts as an extra layer of confirmation. Here how you can enable 2FA for your Pulse Wallet.

Step 1: Log in to your Pulse Wallet account and go to Settings.

Step 2: In the Settings menu, look for the 'Security' option.

Step 3: Once you're in Security, choose 'Google Authenticator.'

Step 4: Here's your Google Backup Key. Copy it; you'll need it in the next step.

Step 5: Open your Google Authenticator app, click the '+' button, and select 'Enter a setup key.'

Step 6: Paste the Backup Key from Pulse Wallet, give your account a name, and hit 'Add.'

Step 7: Your Google Authentication code is generated. Copy it.

Step 8: Head back to Pulse Wallet, paste the Google verification code, and click 'Submit.'

And you are done!

Please follow this link for a video tutorial of how to set up 2FA:

7. How can I troubleshoot issues with my wallet not displaying the correct balance?

Here are some steps you can take to troubleshoot issues with your Pulse Wallet not displaying the correct balance:

  • Refresh the App: Sometimes, the balance might not update due to a temporary glitch. Try refreshing the app by closing it completely and reopening it.

  • Check Internet Connection: Ensure that you have a stable internet connection. A poor connection might prevent the app from syncing with the server and updating your balance.

  • Logout and Login Again: Log out of your account and then log back in. This action can sometimes trigger a refresh of your account information and display the correct balance.

  • Check Transaction History: Review your transaction history within the app to ensure that all transactions are accurately recorded. Sometimes, discrepancies in balance can be due to unauthorized transactions or errors in processing.

If none of the above steps resolve the issue, please contact us directly via our official channel. We can provide personalized assistance and investigate any underlying technical issues with your account.

8. Can I bridge my assets from Ethereum to PulseChain using Pulse Wallet?

Yes, at the Pulse Wallet, we provide you with Pulse Gate, an in-wallet bridge that connects PulseChain to other networks, so that users can transfer their asset to the PulseChain ecosystem.

Here is how you can use the Pulse Gate to transfer your asset from Ethereum to PulseChain:

Step 1: First, open the Pulse Wallet app and go to the 'Bridge' section.

Step 2: Then, choose 'USDT Ethereum' as your starting point.

Step 3: Next up, pick 'PLS,' 'WPLS,' or 'USDT PulseChain' as your destination.

Step 4: Make sure you've got some ETH for those gas fees. It's like the toll on the crypto highway.

Step 5: Hit 'Send Token,' and watch your transaction sail smoothly to completion.

Then you are done!

Here is a detailed explanation on how to use the Pulse Gate:

9. Can I bridge my assets from BNB Chain to PulseChain using Pulse Wallet?

Here is how you can use the Pulse Gate to transfer your asset from BNB Chain to PulseChain:

Step 1: First, open the app and head over to the 'Bridge' section.

Step 2: Then, select 'USDT BNB Smart Chain' as the chain you're sending from.

Step 3: Next up, choose 'PLS,' 'WPLS,' or 'USDT PulseChain' as your destination chain.

Step 4: Make sure you've got some BNB for gas fees.

Step 5: Hit 'Send Token,' and watch your transaction sail smoothly to completion.

Then you are done!

Here is a detailed explanation on how to use the Pulse Gate:

10. My transaction shows as "confirmed" in Pulse Wallet but hasn't been received by the recipient. What should I do?

If your transaction shows as "confirmed" in Pulse Wallet but hasn't been received by the recipient, here are some steps you can take:

  • Double-Check Transaction Details: Verify that you have entered the recipient's address correctly. Even a small mistake in the address can result in the funds being sent to the wrong location.

  • Confirm Blockchain Explorer: Use a blockchain explorer to check the status of your transaction on the blockchain. You can search for your transaction using the transaction hash to see if it has been successfully processed and included in a block.

  • Contact Recipient: Reach out to the recipient and confirm the address you sent the funds to. They may be able to provide insights or confirm if they have received the transaction on their end.

  • Wait for Network Congestion: Sometimes, delays in transaction processing can occur due to network congestion or high transaction volumes. Wait for some time to see if the transaction eventually goes through.

  • Contact Customer Support: If the issue persists and you are unable to resolve it, contact us for assistance. Provide us with relevant details such as the transaction hash and any error messages you may have encountered. We can investigate the issue further and provide guidance on potential next steps.

By following these steps, you can troubleshoot and address the issue of your transaction showing as "confirmed" in Pulse Wallet but not being received by the recipient.

11. Why can't I copy my wallet's private keys?

Currently, for security reasons, Pulse Wallet does not support the feature of copying private keys. Specifically, this decision is aimed at helping users avoid the risk of having their private keys stolen in the event of clipboard hacking.

If necessary, please manually write down your private keys and store them in a secure place.

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