This guide outlines key troubleshooting steps to take when the BitBoxApp fails to load your accounts. This problem is often caused by network connectivity issues that prevent the app from syncing with the blockchain.
Initial troubleshooting steps
Let's start with some simple steps that can often resolve loading problems.
- Update your BitBoxApp. Make sure you are running the latest version. You can download it from the official BitBox website.
- Restart the BitBoxApp. Completely close the application and then open it again.
- Restart your computer. A full reboot can clear up temporary glitches that might affect the app's connection.
- Check your VPN. If you use a VPN service, try temporarily disabling it or switching to a different server location.
- Check your firewall. Temporarily deactivate your firewall to see if it resolves the issue. If it does, you will need to adjust its settings as described in the section below.
- 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 you do not intend to use Tor, make sure this option is disabled.
- Try a different network. If possible, connect to a different network, like your phone's hotspot, or test the BitBoxApp on another device like an Android phone. This helps determine if the issue is specific to your network.
Advanced network configuration
Sometimes, network firewalls can block the BitBoxApp from connecting to the necessary servers.
Firewall settings
If your Bitcoin or Litecoin accounts are not loading, your network may be blocking these connections. You may need to ask your network administrator to permit connections to the following addresses:
btc1.shiftcrypto.io:443btc2.shiftcrypto.io:443ltc1.shiftcrypto.io:443ltc2.shiftcrypto.io:443
Testnet addresses
If you are using the BitBoxApp in testnet mode, the following connections need to be allowed:
tbtc1.shiftcrypto.io:443tbtc2.shiftcrypto.io:443tltc1.shiftcrypto.io:443tltc2.shiftcrypto.io:443
Connecting to your own full node
If you have configured the BitBoxApp to connect to your own full node, issues with this connection can 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 have customized your connection settings under the Connect your own full node feature in the app, try clicking the Reset to default button and connecting again.
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.
Frequently Asked Questions (FAQ)
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.
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 a display issue within the BitBoxApp and does not affect the security of your assets.