❓FAQs -2
Q: How long does it take for transactions to appear after adding a wallet?
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Transactions usually begin syncing within an hour of wallet connection. For full synchronization, it’s best to wait up to 24 hours.
Q: Why does my connected xPub Bitcoin wallet show a zero balance in Bitwave?
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When you connect an xPub (extended public key) wallet, Bitwave may take up to 24 hours to sync transactions and balances, especially if the wallet has a high volume of transactions. If your balance still shows as "Unavailable" after 24 hours, contact support for further assistance.
Q: Why are my transactions not syncing to QuickBooks Online (QBO) even though they’re categorized?
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Transactions may not sync to QBO if the accounting connection setup is incomplete or if the transactions don’t exist in QBO yet. Ensure the QBO integration is fully configured in Bitwave. Once the setup is complete, reconcile the transactions in Bitwave to push them to QBO and change their status from “failed to sync” to “marked sync.”
Q: How can I check the balance of a newly created wallet in Bitwave?
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You can check the balance of a specific wallet by running the Balance Report and filtering it to the desired wallet. Note that if the wallet was recently added, transaction syncing may still be in progress and balances may update shortly.
Q: How can I confirm if an integrated wallet was added correctly in Bitwave?
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After adding an integrated wallet, it can take up to 24 hours for transactions to sync and appear in Bitwave. If no transactions are visible after that time, verify the connection type and reach out to support with the wallet details for further troubleshooting.
Q: How do I remove a wallet from my Bitwave organization?
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To remove a wallet in Bitwave, go to Administration > Wallets, select the wallet you want to delete, click Actions, and choose Delete. Make sure you have the appropriate admin permissions to perform this action. Before you delete the wallet, make sure all the transactions of that wallet are deleted.
Q: How can I add a wallet from a network that isn’t listed in the Bitwave dropdown?
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If the desired network (e.g., Sepolia) is not available in the Bitwave dropdown, you can create a manual wallet and upload its transactions manually using the Bitwave import template. This allows tracking even for unsupported networks.
Q: What should I do if my QuickBooks connection stops syncing in Bitwave?
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If your QuickBooks connection is not syncing, try disconnecting and reconnecting it. This process won't affect any previous work or data already pushed to QuickBooks.
Q: Why is Bitwave only importing one token per wallet instead of all tokens?
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If Bitwave is only importing one token per wallet, it may be due to a sync or indexing issue during setup. Ensure the wallet is fully synced, and contact support if the issue persists. Support may need temporary admin access to troubleshoot.
Q: Why am I not seeing transactions from all networks (e.g., Polygon) in my wallet?
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Bitwave requires separate wallet setups for each blockchain network used. If your wallet has ETH and Polygon transactions, you must create distinct ETH and Polygon wallets for proper syncing.
Q: Is Bitwave planning to support the Andromeda chain in wallet integrations?
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As of now, Bitwave has not officially announced support for the Andromeda chain. You can check the Bitwave Supported Blockchains page for the most current list of supported and upcoming chains. The Bitwave team may review and update future support based on demand and feasibility.
Q: Why are transactions not appearing in Bitwave for my Coinbase Prime connection?
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If your Coinbase Prime connection isn't showing transactions, it may be due to a backend sync issue. Bitwave support can attempt a resync; if that fails, the issue may be escalated to engineering. Providing transaction evidence (e.g., CSV exports) helps expedite resolution.
Q: What should I do if I’ve accidentally added the same Coinbase Pro connection twice?
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If duplicate connections are added, identify which connection has activity and request Bitwave support to remove the inactive one. Ensure no reconciled transactions exist on the connection you want to delete, and provide the connection ID from the Wallets & Connections tab.
Q: How do I find the connection ID to delete a wallet in Bitwave?
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You can find the connection ID by navigating to the Wallets & Connections tab in Bitwave. It's different from the wallet ID and is necessary when requesting deletion of a connection.
Q: How can I add new blockchain networks or chains to Bitwave?
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You can add new chains by setting up wallets through the Bitwave interface. Depending on whether the chain is supported natively or requires manual setup, refer to the Add Wallets, Exchanges, Custodial, Manual guide. For unsupported chains, you may need to configure a manual wallet.
Q: Why do I see an “unknown wallet” in my Balance Report, and how do I fix it?
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An “unknown wallet” appears when a wallet has been deleted in Bitwave but its associated transactions still remain in the system. To resolve this, export your transactions for all dates, identify the deleted wallet’s ID in the export, and then remove those transactions manually or using the CSV bulk actions feature. This will remove the unknown wallet from your balance reports.
Q: What should I do if an integrated wallet like "Marketing Wallet (POLY-JOSH) - 2" is not syncing?
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First, try re-adding the wallet by deleting it and adding it again in the Wallets interface. This can trigger a new sync. If issues persist, contact Bitwave support to investigate further.
Q: How long does it take for new Ethereum transactions to appear in Bitwave?
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For integrated Ethereum wallets, Bitwave typically syncs new transactions within a few hours. If your transaction doesn’t appear within 24 hours, there may be a sync delay. In such cases, a wallet resync may be required.
Q: What should I do if recent transactions from my wallet are missing in Bitwave?
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First, verify whether the wallet is integrated or manually imported. For integrated wallets, delayed syncing might occur. If transactions are still missing after 24 hours, contact support and request a wallet resync by providing the wallet name, address, and ID.
Q: How do I resync a wallet in Bitwave to retrieve missing transactions?
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To request a wallet resync, provide Bitwave support with your wallet name, address, and wallet ID. They will raise an internal request to resync the wallet and ensure that any delayed transactions are pulled in.
Q: Does Bitwave support an API integration for Coinbase Retail accounts?
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Yes, Bitwave now supports API integration for Coinbase Retail. You can connect it through the standard wallet connection interface. Refer to this setup guide for instructions.
Q: How can I start my Coinbase Retail connection in Bitwave from a specific date?
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After connecting your Coinbase Retail account, you can ignore historical transactions prior to a specific date by running a system job to ignore them. This lets you begin your transaction import from a desired point, such as March 1, 2024.
Q: What does “update credentials” mean next to a Coinbase Retail or Exchange connection in Bitwave?
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The "update credentials" status typically indicates that authentication details are missing, expired, or need to be re-entered. Click the prompt, update the API credentials, and save. If the status persists, check for copy-paste errors or contact support.
Q: What should I do if Bitwave shows a wallet balance that doesn’t match on-chain data?
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If your Bitwave wallet shows a balance that doesn’t align with blockchain explorers, it may be due to sync errors or data anomalies. First, confirm the wallet name and ID, and then contact support for verification. They may need access to your org to investigate further.
Q: Does Bitwave support API integration with Pionex?
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Currently, Bitwave does not support direct API integration with Pionex. To include your Pionex data in Bitwave, you can manually export your data from Pionex and import it into a manually created wallet within your Bitwave organization.
Q: Do manually added wallets sync transactions automatically in Bitwave?
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No, Mmanually added wallet cannot sync transactions. You would need to manually import the data into that wallet via Bitwave import template.
Q: Why are some of my API wallet connections not syncing in Bitwave after several hours?
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While some APIs sync data immediately, others can take 24–48 hours. If connections still don’t display transactions or balances after that time, there may be a syncing issue or invalid API key. Visual bugs may also make a synced connection appear inactive. Contact Bitwave Support for a thorough check and to escalate to engineering if needed.
Q: How can I remove or reset an API connection in Bitwave that is not working correctly?
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To remove or reset an API connection, reach out to Bitwave Support and request removal by specifying which APIs to delete. Avoid re-adding connections until the original has been removed by engineering. Once cleared, you can reconnect using the correct API credentials and configuration.
Q: Why does my Kraken API connection appear unconnected but still pulls data into reports?
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This is a known UI display issue in Bitwave—your Kraken API may appear unconnected but is still syncing transactions and balances in the backend. You can confirm this by running reports or checking the wallet directly in the new UI.
Q: Can I resync a wallet in Bitwave to recover missing transactions?
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Yes. To request a wallet resync, provide the wallet name, ID, and token contract address to Bitwave support. They can trigger a resync to fetch missing transactions like NFTs or ERC-20 tokens.
Q: What if a connected Coinbase wallet does not show expected internal transfers?
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For an internal transfer to be recognized, both the sending and receiving sides of the transaction must exist in Bitwave. If deposits or withdrawals are missing, the transaction may need to be manually categorized, or wallet sync issues investigated.
Q: Can I switch from a synced wallet to a manual import process in Bitwave?
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Yes, you can choose to stop syncing a wallet and instead manually enter monthly summary transactions. This may be preferable if the wallet has a high volume of microtransactions (e.g., gas fees). To implement this, you’ll need to delete the synced wallet and create/import a new manual one where you add summarized entries monthly.
Q: How do I remove a previous QuickBooks connection from Bitwave?
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To remove a QuickBooks connection, you need to contact Bitwave support with your Organization Name and ID. Support will log a ticket to remove the connection, which may also remove associated contacts and categories.
Q: Why don’t I see the “Custodial” option when creating a wallet in Bitwave?
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The “Custodial” option is only available in the New UI. Make sure the New UI is enabled in your Bitwave instance to access this feature.
Q: Can I connect Fireblocks to Bitwave with only an API key and no private key?
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In some cases, the connection may appear to initiate with only the API key, but completing the integration typically requires both the API key and the private key. If the private key is missing, the connection might fail or remain incomplete.
Q: Why did Bitwave create multiple wallets when I entered only one wallet address?
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Bitwave detects whether the same wallet address exists on multiple networks (e.g., Ethereum, Polygon, Arbitrum). If it finds matches, it will prompt you to add those wallets as well. This is optional and helps ensure comprehensive coverage across chains.
Q: Why do I suddenly see a large number of transactions that need categorization?
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A surge in uncategorized transactions may result from newly imported wallet activity, recent on-chain transactions, or changes to existing categorization rules. If these occurred recently, they may have introduced uncategorized items requiring review.
Q: Can I completely delete my Bitwave account and all data from your servers?
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Bitwave does not offer a single-click option to delete an entire account. However, you can manually delete each wallet and use the System Jobs feature to delete all transactions. For full data removal, it's recommended to also contact support for confirmation and assistance.
Q: Is it possible to1. Add non-financial wallets to the same BW instance as financial wallets,
2.Categorize all transactions.
3.But not push any of the non-financial wallets to an ERP?
Really the customer wants to track balances and activities in the non-financial wallets, but have absolutely nothing from those wallets included in their financial reporting, or push to their ERP.
Is this possible?
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In todays setup the ideal is to create a seperate bitwave instance and add the wallets to that instance. This maintains full segregation as desired by the customer. As the new instance would not be connected their ERP. Another way of achieving this is to create a subsidiary and associate all such wallets to that subsidiary. This will allow the customer to segregate the activity in key areas. Inventory Views can be seeperated by subsidiary, balance reporting can be seperated by subsidiary, txn Ui can be seperated by subsidiary, and while you cannot push to ERP by subsidiary you can push to ERP using system jobs by wallet and you can also do this in the UI by a group of wallets. In summary it can be done using the subsidiary functionality however not recommended as an approach as it does requirement much more careful management of individualized actions as opposed to creating a seperate instance.
Updated 3 days ago