Help
13. FAQ & troubleshooting
Can Porta reset my password or recover my wallet?
No. Porta can't reset your unlock password, and it never has your secret phrase. Your secret phrase is the only way to recover your wallet.
Which networks does PortaWallet support?
Ethereum, Polygon, Arbitrum, Base, Avalanche, Optimism and BNB Chain. See Networks.
I sent tokens but they don't show up.
Check that you're looking at the same network they were sent on. Switch networks with Choose network. Assets on one network don't appear on another.
Can I use the same wallet on my phone and in my browser?
Yes. Import it on each platform with your secret phrase, and set an unlock password on each device.
Why can't I complete a swap or bridge?
Swap and Bridge currently show quotes only. Execution is coming soon.
Can a merchant charge more than I approved?
No. Each mandate has an on-chain cap, and a pull that goes over it is refused. You can pause, revoke or Stop all at any time.
A merchant's link opened PortaWallet but no request appeared.
Some Telegram clients don't pass the request through. Copy the request ID from the merchant, then go to Mandates → ⋯ → Paste request link or ID and paste it in.
Troubleshooting messages
| Message | What to do |
|---|---|
| Incorrect unlock password. Try again, or import with your secret phrase. | Check your password (it's case-sensitive). If you can't remember it, re-import with your secret phrase. |
| Couldn't find your vault. Import with your secret phrase. | This device has no saved wallet. Import it. |
| Session expired. Sign in again. / Telegram session expired. Tap Try again, or reopen Porta from @PortaWallet_bot. | Reopen PortaWallet from @PortaWallet_bot. |
| Telegram session missing. Tap Try again on the banner, or reopen Porta from @PortaWallet_bot. | Same as above. |
| Wallet network not ready. Try again. (Android: "Network isn't ready. Try again in a moment.") | Wait a few seconds and retry. |
| Couldn't reach Porta. Check your connection and try again. (Android: "Can't reach Porta. …") | Check your internet connection. |
| Unlock password missing. Go back and create an unlock password first. | Go back one step and set your password. |
| Could not create wallet. Try again. / Could not import wallet. Try again. | Retry. If it keeps failing, contact support. |
| Wallet locked: "Unlock Porta Wallet to continue." | Unlock first. |
| Your wallet address needs gas | Send a small amount of the network's fee token (ETH, MATIC, AVAX or BNB) to your PortaWallet address, the one shown on Receive. |
| Asked to switch network first | Switch to the network shown, using Choose network. |
| You're offline / Mandates didn't load | Reconnect and tap Try again. |