1) The Wallet Cannot Be Created When Entering the API Key
This means no connection could be established. Please check the entered key:
[Placeholder: Screenshot or Link to API Key Entry]
The API key permissions must be set correctly.
The API key must not have expired.
The input when creating the wallet must include the correct values in the appropriate fields. Ensure you haven’t mixed up, for example, API Key, API Secret, Passphrase, Name, etc.
Ensure you haven’t enabled an IP whitelist. This would prevent chain.report from accessing your exchange.
Ensure your API is authorized for third-party applications:
Example 1: At bitcoin.de, the API can only be accessed if an active bank account is linked.
Example 2: At CoinTracking, data access is only possible if you have a paid account.
[Placeholder: Screenshot or Link to Authorization Instructions]
After thoroughly checking these points, please contact support. You can then send your API key to support. Please ensure that this key only has read permissions for your account.
2) Connection Loss of an Already Synced Wallet
It can happen that your API-synced wallet loses its connection:
This can have several reasons. Please check each of the following points:
You have not granted sufficient permissions for the API key.
You have not set up the API key correctly.
For example, the API of the respective exchange might currently be unreachable.
Your API key might have expired.
Your API key might have hit a rate limit.
You imported a CoinTracking wallet but don’t have a paid CoinTracking account – in this case, import is not possible.
Or our servers might be restarting…
You can try to resolve the issue “with caution” as follows:
Check the API key of your exchange to ensure it hasn’t expired and that all required permissions are set.
Generate a new API key to ensure your old key hasn’t expired.
Resync the wallet using the “Recreate X” button (top right). This will delete all transactions and resync them via the API, provided the connection is possible again. Note, however: This will also delete any manual changes you may have made to the transactions.
Sync wallets one at a time whenever possible. If you sync multiple KuCoin wallets or wallets from the same exchange, for example, a per-user rate limit may apply, causing all connections to be restricted and fail.
If the issue persists despite these attempts, please reach out via the contact form, providing all relevant details as per the support form.
Only if the information is complete can we verify the connection and process the support request.