If an account is visible in the BitBoxApp but its balance or transaction history keeps loading, this guide will help you restore the connection and identify what is blocking it. This loading problem does not move or delete your funds.

Work through the checks in order to determine whether the cause is a BitBox service incident, your network, a VPN or firewall, a Tor proxy, or a personal Bitcoin full node. Start by confirming that this guide matches what you see.

Make sure this is the right guide

Continue with this article if the account is listed but keeps loading, does not update, or shows a connection error. Use the more specific guide if:

• Your accounts are absent after restoring a wallet: see Missing accounts after restoring a BitBox wallet.
• The BitBoxApp does not detect your device: see BitBox not recognized over USB.
• An account is hidden or disabled rather than loading: see How to manage accounts in the BitBoxApp.

Start with the fastest checks

These checks separate a temporary service or app problem from a network-specific problem without changing security settings:

1. Open the BitBox service status page. If it shows an incident for the affected service, wait until the incident is resolved and then reopen the BitBoxApp. You do not need to change your local settings. If no incident is reported, continue with the remaining checks; an unreported or provider-specific issue may still exist.
2. Update the BitBoxApp to the latest available version for your platform.
3. Close the BitBoxApp completely, reopen it, and check the affected account again.
4. If the account still does not load, connect the computer or phone to another trusted network, such as your personal mobile hotspot, and reopen the BitBoxApp.

If the account loads and shows current balance and transaction data, the connection is working again. If it works only on the other network, continue with the next section. If it fails on both networks, skip to the Tor or personal full-node section when either feature is configured.

If the account loads on another network

When the account loads on a trusted hotspot but not on the original network, the original network, VPN, firewall or security software is probably blocking or changing the connection.

Check your VPN

Switch the VPN to another server or protocol and reopen the BitBoxApp. If necessary, pause the VPN only long enough to test the account, then turn it back on. When one VPN configuration works and another does not, keep the working configuration or ask the VPN provider why the BitBoxApp connection is being blocked.

Check firewall or security software

If the account loads on a trusted hotspot but not on the original network, check the firewall or endpoint-security logs for blocked BitBoxApp connections. Allow the installed BitBoxApp to make outbound TCP connections over port 443; no inbound rule is required.

For the default Bitcoin and Litecoin connections, a network administrator may need to allow these BitBox-hosted Electrum servers:

Bitcoin:

• btc1.shiftcrypto.io:443
• btc2.shiftcrypto.io:443
• btc3.shiftcrypto.io:443
• btc4.shiftcrypto.io:443

Litecoin:

• ltc1.shiftcrypto.io:443
• ltc2.shiftcrypto.io:443
• ltc3.shiftcrypto.io:443
• ltc4.shiftcrypto.io:443

If the BitBoxApp is running in testnet mode, also allow:

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

These hostnames apply specifically to the default Bitcoin and Litecoin Electrum connections. They are not a complete allowlist for every BitBoxApp account type or feature.

Temporarily test the firewall or security software:

1. Perform this test only on a private network you trust. Do not use public or shared Wi-Fi, and do not make transactions during the test.
2. Temporarily pause the firewall or security software. When possible, test one protection layer at a time so you can identify which one affects the connection.
3. Reopen the BitBoxApp and check whether the affected account displays its current balance and transaction history.
4. Turn the firewall or security software back on immediately, regardless of the result.

If the account loads only while the protection is paused, you have identified the likely cause. Keep the protection enabled and create a scoped outbound exception for the BitBoxApp and required hosts, or ask the network administrator to make the change. If pausing the protection makes no difference, leave it enabled and continue with the remaining checks.

Keep network protection enabled: Temporary testing is different from leaving protection disabled. Do not permanently disable a firewall, antivirus tool or TLS certificate check.

If you see a certificate error

If the message contains x509: certificate signed by unknown authority, first make sure the computer’s date and time are correct. Then test a trusted personal hotspot. If the hotspot works, security software or the original network may be inspecting or replacing encrypted connections. Do not bypass the warning; ask the administrator to allow the BitBoxApp connection without TLS interception.

If you use a Tor proxy

This section applies only if you enabled a Tor proxy in the BitBoxApp. If the error contains socks connect tcp, connection refused and Tor proxy enabled, the BitBoxApp cannot reach the configured local Tor proxy. The screenshot below shows this state.

BitBoxApp connection-refused error when the configured local Tor proxy is unavailable.

1. Make sure Tor Browser or your Tor service is running.
2. Open the BitBoxApp Tor settings and verify the proxy address. Tor Browser normally uses 127.0.0.1:9150, while a background Tor service normally uses 127.0.0.1:9050.
3. Save the setting and restart the BitBoxApp.
4. If you no longer use Tor, disable the Tor proxy setting and restart the app.

For the complete setup and platform-specific checks, follow How to configure the BitBoxApp to use Tor. The Tor branch is resolved when the connection error disappears and the affected accounts update.

If you use your own Bitcoin full node

This section applies only if you deliberately connected the BitBoxApp to your own Bitcoin node. The BitBoxApp connects through an Electrum-compatible server rather than directly to Bitcoin Core.

1. Confirm that Bitcoin Core is online and fully synchronized.
2. Confirm that the Electrum-compatible server is running and has finished indexing.
3. Confirm that the server address is reachable from the device running the BitBoxApp.
4. If you removed the default Bitcoin servers, temporarily add them again or reset the full-node settings. An unavailable personal node cannot update the Bitcoin accounts when no fallback server is configured.

See How to connect the BitBoxApp to your own Bitcoin full node for the current server and Tor options. This branch is resolved when the Bitcoin accounts finish loading and display current data.

If the accounts still do not load

Contact BitBox Support after completing the relevant checks above. Include:

• The exact error text and a screenshot of the error
• Which account types are affected, such as Bitcoin, Litecoin, Ethereum or tokens
• Whether the BitBox service status page showed an incident
• Whether the accounts loaded on another trusted network
• Whether you use a VPN, Tor proxy or personal full node
• What happened when you temporarily paused the VPN and firewall or security software on a trusted network; test them separately when possible and reactivate them immediately
• Your operating system and BitBoxApp version
• The exported BitBoxApp support files

Frequently asked questions

Are my funds at risk if the accounts do not load?

An account-loading error does not by itself move or delete your funds. Your wallet remains controlled by its keys and backup. However, do not send a transaction until the BitBoxApp is connected and showing the account information you expect.

Should I clear the BitBoxApp cache?

Not for a connection error. Clearing the cache does not restore a blocked service or network connection and resets local BitBoxApp data and settings. Consider clearing the BitBoxApp cache only if the connection works again but the app still shows stale or incorrect display data.

Why do the accounts load on a hotspot but not on Wi-Fi?

This result strongly suggests that the original Wi-Fi network, its DNS or filtering rules, a VPN, firewall, or security software is interfering with the BitBoxApp connection. Keep security tools enabled and use the network checks above to isolate the responsible setting.