Troubleshooting & Support
Find solutions to common issues and learn how to resolve problems you might encounter while using the TokenPresale platform.
Common Error Messages and Solutions
Here are the most frequently encountered errors and their step-by-step solutions:
"Insufficient Balance" Error
What it means:
Your wallet doesn't have enough XIAN tokens to complete the transaction, including gas fees.
Solutions:
- Check your XIAN balance: Ensure you have enough tokens for both the presale contribution and transaction fees
- Account for gas fees: Keep extra XIAN in your wallet to cover transaction costs
- Acquire more XIAN: Purchase additional tokens from supported exchanges
- Reduce contribution amount: Lower your presale participation to fit within your available balance
"Wallet Connection Failed" Error
What it means:
The platform cannot establish a connection with your wallet extension or application.
Solutions:
- Refresh the page: Sometimes a simple page refresh resolves connection issues
- Check wallet extension: Ensure your wallet extension is installed and unlocked
- Clear browser cache: Clear your browser's cache and cookies for the site
- Try different browser: Test with a different browser or incognito mode
- Update wallet software: Ensure you're using the latest version of your wallet
- Disable other extensions: Temporarily disable other browser extensions that might interfere
"Transaction Timeout" Error
What it means:
Your transaction took too long to process and was cancelled by the network or wallet.
Solutions:
- Check network status: Verify if the Xian network is experiencing high traffic
- Increase gas fees: Set higher gas fees for faster transaction processing
- Wait and retry: Wait a few minutes and attempt the transaction again
- Check transaction status: Verify if the transaction actually completed despite the error
- Use different time: Try during off-peak hours when network traffic is lower
"Presale Not Found" Error
What it means:
The presale you're trying to access doesn't exist or has been removed.
Solutions:
- Check the URL: Ensure you're using the correct presale link
- Verify presale status: The presale may have ended or been cancelled
- Browse active presales: Return to the main presales page to see current offerings
- Clear browser cache: Old cached data might be causing display issues
- Contact support: If you believe this is an error, reach out for assistance
"Transaction Pending" Status
What it means:
Your transaction has been submitted but hasn't been confirmed by the network yet.
What to do:
- Be patient: Network congestion can cause delays of several minutes
- Check transaction hash: Use a blockchain explorer to monitor progress
- Don't resubmit: Avoid sending the same transaction multiple times
- Wait for confirmation: Most transactions complete within 5-10 minutes
- Contact support if stuck: If pending for over 30 minutes, seek assistance
"Tokens Not Received" Issue
What it means:
You participated in a presale but don't see the tokens in your wallet after completion.
Solutions:
- Check presale status: Ensure the presale has actually completed successfully
- Wait for distribution: Token distribution happens automatically but may take a few minutes
- Add token to wallet: You may need to manually add the token contract to see the balance
- Check correct wallet: Verify you're looking at the same wallet used for participation
- Verify on blockchain: Use a blockchain explorer to confirm the token transfer
- Refresh wallet: Sometimes wallets need to be refreshed to show new tokens
Refund Process for Cancelled Presales
Understanding how refunds work when presales don't reach their minimum funding goals or are cancelled.
🔄 Automatic Refund Process
Presale Failure Detection
The smart contract automatically detects when a presale fails to meet its minimum funding threshold or expires without completion.
Refund Initiation
The contract immediately marks all participant contributions as eligible for refund and begins the automatic refund process.
XIAN Token Return
Your original XIAN contribution is automatically returned to your wallet address. This process typically completes within 10-15 minutes.
Confirmation
You'll see the refunded XIAN tokens appear in your wallet balance. The transaction will be visible in your wallet history and on the blockchain.
📋 Common Refund Scenarios
Minimum Funding Not Reached
Situation: The presale ends without reaching its minimum funding goal.
Result: All participants receive full XIAN refunds automatically.
Timeline: Refunds process within 15 minutes of presale expiration.
Creator Cancellation
Situation: The project creator decides to cancel the presale before completion.
Result: All participants receive full XIAN refunds, creator forfeits XWT fees.
Timeline: Refunds process immediately upon cancellation.
Technical Issues
Situation: Smart contract issues or platform problems prevent presale completion.
Result: Platform administrators can trigger emergency refunds if necessary.
Timeline: May take 24-48 hours for manual intervention if required.
🔧 Refund Troubleshooting
Refund Not Received
- Check if the presale has actually been marked as failed
- Verify you're looking at the correct wallet address
- Allow up to 30 minutes for processing during high network traffic
- Check blockchain explorer for refund transaction
- Contact support if no refund appears after 1 hour
Partial Refund Amount
- Gas fees for the refund transaction are deducted from the refund amount
- This is normal and typically amounts to less than 1 XIAN
- The majority of your contribution will be returned
- Check transaction details for exact fee amounts
Balance and Transaction Issues
Resolving problems related to wallet balances, transaction failures, and fund management.
💳 Wallet Balance Problems
Balance Not Updating
Possible Causes:
- Wallet needs to sync with the blockchain
- Browser cache issues
- Network connectivity problems
Solutions:
- Refresh your wallet or browser page
- Disconnect and reconnect your wallet
- Check your internet connection
- Try accessing from a different device or browser
- Wait 5-10 minutes for blockchain synchronization
Incorrect Balance Display
Verification Steps:
- Check your wallet address on a blockchain explorer
- Compare the explorer balance with your wallet display
- If they don't match, the issue is with your wallet software
- Try importing your wallet into a different wallet application
- Contact your wallet provider's support if the problem persists
⚡ Transaction Failures
Transaction Rejected by Network
Common Reasons:
- Network congestion
- Insufficient balance for fees
- Smart contract execution failure
Solutions:
- Ensure sufficient XIAN balance for fees
- Wait for network congestion to decrease
- Check if the presale is still active
- Verify all transaction parameters are correct
Stuck or Pending Transactions
What to do:
- Don't panic: Pending transactions are normal during busy periods
- Check network status: Look for network congestion reports
- Monitor progress: Use blockchain explorer to track transaction status
- Be patient: Most transactions resolve within 30 minutes
- Avoid resubmitting: Don't send the same transaction multiple times
🔄 Fund Recovery
Sent Tokens to Wrong Address
Unfortunately: Blockchain transactions are irreversible. However, you can try:
- Double-check the address - you might have sent to another wallet you control
- If it's an exchange address, contact the exchange support
- If it's a smart contract, check if it has recovery mechanisms
- Learn from the mistake and always verify addresses before sending
Platform-Specific Issues
Solutions for problems specific to the TokenPresale platform interface and functionality.
🖥️ Interface Problems
Page Not Loading Correctly
- Clear your browser cache and cookies
- Disable browser extensions temporarily
- Try using an incognito/private browsing window
- Check if JavaScript is enabled in your browser
- Try a different browser (Chrome, Firefox, Safari)
- Ensure you have a stable internet connection
Presale Cards Not Displaying
- Refresh the page and wait for full loading
- Check your internet connection speed
- Disable ad blockers that might interfere
- Try accessing during off-peak hours
- Clear browser data and restart the browser
Search Function Not Working
- Ensure you're typing in the search box correctly
- Try different search terms or partial matches
- Clear the search box and try again
- Refresh the page to reset the search function
- Use the filter options instead of search
🔗 Connection Issues
Cannot Connect to Platform
- Check if the platform is experiencing downtime
- Verify your internet connection is stable
- Try accessing from a different network (mobile data vs WiFi)
- Check if your firewall or antivirus is blocking the site
- Contact your internet service provider if problems persist
Frequent Disconnections
- Check your wallet's connection settings
- Ensure your wallet extension is up to date
- Try using a different wallet if available
- Check for browser updates
- Restart your browser and try again
Getting Additional Help
When you need more assistance beyond this troubleshooting guide.
Frequently Asked Questions
Quick answers to the most common questions about the platform.
❓ How long do presales typically last?
Presale duration varies by project, but most run for 7-30 days. The exact end time is displayed on each presale card and cannot be changed once the presale is activated.
❓ Can I cancel my participation in a presale?
No, presale participations cannot be cancelled once confirmed. This is enforced by the smart contract to ensure fairness for all participants. Only failed presales result in automatic refunds.
❓ What happens if I send more XIAN than the presale cap?
The smart contract will only accept contributions up to the maximum cap. Any excess XIAN will be automatically refunded to your wallet.
❓ Why are my tokens not showing in my wallet?
New tokens may need to be manually added to your wallet. You'll need the token contract address, which is provided after successful presale completion. Some wallets automatically detect new tokens, but others require manual addition.
❓ How do I know if a presale is legitimate?
Research the project thoroughly, check the team's background, read the whitepaper, and look for red flags. Our Security Guide provides detailed evaluation criteria.
❓ What are XWT fees and why are they required?
XWT (Xian Wrapped Token) fees are required from presale creators to prevent spam and ensure serious project commitment. These fees are non-refundable and help maintain platform quality.
❓ Can I participate in multiple presales simultaneously?
Yes, you can participate in as many presales as you want, as long as you have sufficient XIAN balance for each contribution plus gas fees.
❓ What happens to my XIAN if a presale fails?
If a presale fails to reach its minimum funding goal, all XIAN contributions are automatically refunded to participants' wallets within 15 minutes of presale expiration.
Emergency Contacts
Important contact information for urgent issues or security concerns.
🚨 Security Emergencies
If you suspect your wallet has been compromised or you've fallen victim to a scam:
- Immediate Action: Disconnect wallet and move funds to a secure wallet
- Report: Contact platform security team immediately
- Document: Save all transaction hashes and screenshots
- Community Alert: Warn others through official channels
⚡ Technical Emergencies
For critical platform issues affecting multiple users:
- Check official status page for known issues
- Report through official support channels
- Monitor official social media for updates
- Be patient during platform maintenance
📞 General Support
For non-urgent questions and assistance:
- Join community discussions
- Check documentation first
- Allow 24-48 hours for response