FAQ

1. Assets Not Found After Importing Wallet

If you don’t see your assets after importing your wallet, please check if the imported wallet address matches your previous wallet address. If there are no differences, you can try manually searching for your tokens in the search bar. If the addresses differ, you have likely entered the wrong private key or secret recovery phrase.

2. Incorrect/Forgotten Password: How to Recover?

If your password is incorrect or forgotten, you can reset your wallet password by importing your private key or secret recovery phrase.

3. Lost Secret Recovery Phrase/Private Key or Stolen Assets: Can They Be Retrieved?

NeoLine is a decentralized wallet, and your digital assets are entirely managed by you. NeoLine cannot help you recover them. Anyone with access to your secret recovery phrase or private key can access your wallet. If you lose your secret recovery phrase or private key, you will lose control of your wallet. Therefore, please back it up properly and do not disclose it to others.

4. Wallet Deleted: Can Assets Be Recovered with Address and Transaction History?

If you have backed up your secret recovery phrase or private key, you can import your wallet. If not, assets cannot be recovered using only the address and transaction history. NeoLine is a decentralized wallet; please back up your secret recovery phrase or private key properly.

5. Why Did My Transaction Fail? What Does Insufficient Gas Fee Mean?

If your transaction failed, please check if you have enough GAS balance in your wallet to cover the transaction fees. Insufficient balance will cause the transaction to fail. Most on-chain transactions require a certain amount of fees. Different chains require different tokens to pay these fees. Please check your GAS balance before initiating a transaction.

6. How to View the Wallet's Private Key/Secret Recovery Phrase?

Mobile:

Click the avatar to enter the wallet details page, then click [Show Private Key] and enter the wallet password to view it.

Chrome Extension:

Click the icon next to the wallet name, then click [Account Details] and enter the wallet password to view it.

To ensure the security of your assets, we recommend not taking screenshots of your secret recovery phrase and private key.

7.Transfer button not showing or showing a transaction failure message

If you are transferring on the EVM network and the [YES] button does not respond or shows a failure message after clicking, please try changing the RPC and try again!