If the BitBoxApp is open but your accounts are not appearing, it is almost always due to a network issue preventing the app from syncing with the blockchain. This guide will help you identify and resolve the most common connection problems. Your funds are safe and are not affected by this display issue.

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Initial troubleshooting steps

Start with these simple steps, which can often resolve account loading problems quickly.

1. Update your BitBoxApp. Ensure you are running the latest version. You can download it from the official BitBox website.
2. Restart the BitBoxApp. Completely close the application and then open it again.
3. Restart your computer. A full reboot can clear up temporary glitches that might affect the app's connection.
4. Check your VPN. If you use a VPN service, try temporarily disabling it or switching to a different server location to see if that resolves the issue.
5. Check your firewall. Temporarily disable your computer's firewall. If your accounts load, you will need to add an exception for the BitBoxApp. See the Firewall settings section below.
6. Review Tor proxy settings. If you enabled the Tor proxy option in the BitBoxApp settings, ensure Tor is properly configured and running on your computer. If Tor is enabled but not running correctly, your accounts will fail to load and you may see an error message like: “Lost connection, trying to reconnect… socks connect tcp 127.0.0.1:9050... connection refused”.

7. Try a different network. If possible, connect your device to a different network, such as your phone's mobile hotspot. This helps determine if the issue is specific to your primary network.

Advanced network configuration

Sometimes, strict network rules or custom configurations can block the BitBoxApp from connecting to the necessary servers.

Firewall settings

If your Bitcoin or Litecoin accounts are not loading, your network firewall may be blocking the connection. You may need to ask your network administrator to permit connections to the following addresses:

• btc1.shiftcrypto.io:443
• btc2.shiftcrypto.io:443
• ltc1.shiftcrypto.io:443
• ltc2.shiftcrypto.io:443

If you are using the BitBoxApp in testnet mode, the following connections need to be allowed:

• tbtc1.shiftcrypto.io:443
• tbtc2.shiftcrypto.io:443
• tltc1.shiftcrypto.io:443
• tltc2.shiftcrypto.io:443

Connecting to your own full node

If you have configured the BitBoxApp to connect to your own full node, a problem with this connection will prevent your accounts from appearing.

• Verify your node connection. Double-check that your full node is online, fully synchronized, and accessible from the computer running the BitBoxApp.
• Reset custom settings. If you customized your settings under the Connect your own full node feature, try clicking the Reset to default button and connecting again.

Frequently Asked Questions

Why are my accounts not loading even though my BitBox02 is connected?

This is typically a network issue. The BitBoxApp needs an internet connection to sync your transaction history from the blockchain. If a firewall, VPN, or network setting blocks this connection, your accounts will not load, even if the BitBox02 hardware is recognized.

Are my funds at risk if my accounts don't load?

No, your funds are completely safe. Your crypto is stored on the blockchain, and the private keys that control them never leave your BitBox02. This is only a display issue within the BitBoxApp and does not affect the security of your assets.

Still need help?

If you've worked through the steps above and your accounts are still not loading, our support team is ready to help. To diagnose the issue faster, please include the following details in your support request:

• The results of trying a different network (e.g., did it work on your phone's hotspot?).
• Your computer's operating system (e.g., Windows 11, macOS Sonoma).
• The BitBoxApp version and your BitBox02's firmware version.
• A brief summary of the troubleshooting steps you have already tried.
• Your BitBoxApp log files. Learn how to find them in our guide: How to get the BitBoxApp log files.

You can contact us through the official BitBox support portal.