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Version: 1.4.0-released

Troubleshooting

About sign-up​

Why did I fail to sign up in ME App?​

Usually it's due to unexpected network connection problems. You can click "Retry" button to try again when it happened.

Why am I stuck in the constructing page?​

Please check whether the network is working. You may use VPN in some network-restricted areas.

Why can't I view my recovery phrase?​

You can only read your recovery phrase when you backup it. But the recovery phrase is just one method to recover ME rather than mnemonics of other wallets. Therefore, it can be deleted and regenerated.

If you have lost your recovery phrase but still can get access to ME, no worries! Just delete your recovery phrase and regenerate it. Remember to keep it safe this time.

About NNS​

Why am I told to connect NNS wallet again when I want to send ICP?​

Because your current device is not detected in the Internet Identity. It needs to link your Internet Identity again to connect the NNS wallet.

Why is Internet Identity not supported by my browser?​

All currently supported authentication methods follow the WebAuthn standard. Please check the following restrictions of Internet Identity:

  • On OS X, authentication using Safari is coupled to your browser profile. If you want to authenticate to a dapp in a different browser, or if you use multiple Safari browser profiles, you have to add the combination of your authentication method and the new browser as a new device. Note that on iOS, in contrast to OS X, authentication works across browsers.
  • On OS X and iOS, clearing Safari’s browser history leads to the user’s registered WebAuthn keys being deleted from the secure enclave, and authentication with these keys is no longer possible.

We highly recommend to set up recovery mechanisms so you won’t be locked out of any dapps that require the associated identity. How a recovery mechanism can be set up is described below.

  • Firefox does not currently accept OS X with any device authentication method other than a security key.
  • Windows Hello authentication is supported in Chrome, Edge, and Firefox.

Why can't I connect my NNS wallet?​

NNS wallet requires your Internet Identity to create and log in. Thus ME requires users to link their II Anchors first, and then they can connect their NNS wallet.

Why is there a "view" button in my NNS wallet?​

We take security very seriously, especially when it comes to wallet functionality. Therefore, if you change your login method, NNS Wallet will ask you to authorize again before you can view your balance and transfer ICP.