Why is my transaction stuck?
A transaction is "stuck" or "pending" if it has been sent to the network but is not confirmed. This usually happens because the transaction fee (gas fee) was set too low. Miners prioritize transactions with higher fees, so yours might be left waiting.
How to resolve a stuck transaction
It can be frustrating when a transaction is pending, but there are a few simple steps you can take to resolve it.
1. Check the transaction status
First, check if your transaction was successfully broadcast to the network.
- Open the BitBoxApp and go to the transaction details.
- Click the block explorer link to view the transaction online.
- If the explorer shows no transaction for that ID, it was not sent correctly.
2. Clear the BitBoxApp cache
If the transaction was not broadcast, the issue can often be solved by clearing the BitBoxApp's cache. This simple step can resolve communication problems and allow you to try the transaction again.
For a complete walkthrough, please see our guide on how to clear the cache in the BitBoxApp.
3. Increase the gas fee
If your transaction is visible on the block explorer but is still pending, the gas fee is likely too low. You can replace the pending transaction by sending a new one with the same nonce and a higher fee using a wallet like Rabby.
Read our detailed guide here: Speeding up your transaction with Rabby.
How to prevent future issues
- Set the right gas fee: Before sending, always check a reliable source for current Ethereum gas prices to ensure your transaction is processed quickly.
- Keep your software updated: Regularly update your BitBoxApp and BitBox02 firmware to get the latest features and performance improvements.
Still having trouble?
If the steps in this guide have not resolved the issue, our support team is ready to help. To get a faster solution, please provide the following information in your support request:
- Your computer or phone model and its operating system version.
- The firmware version of your BitBox02 and the BitBoxApp version you are using.
- How you are connecting the BitBox02 to your device (e.g., direct to USB-C port, using the official cable, using a specific adapter).
- A short description of the troubleshooting steps you have already tried.
- A video or photos that clearly show the hardware issue.
- The BitBoxApp log files. Learn how to get them here: How to get the BitBoxApp log files
You can submit your request through the official BitBox support portal.