Troubleshooting
Start with the message VOUT shows for the affected action. “Waiting for payment,” “Confirming on Bitcoin,” and “Wallet data needs recovery” describe different conditions. The next step depends on which one you have.
Check release status if a feature is absent or the interface differs from a guide.
A balance looks wrong or empty
Check the selected account, network, and On-chain or Lightning view. They hold separate balances. A deposit into Lightning will not remain available in the on-chain wallet, and test-network funds never appear on Mainnet.
Pull down on Home or Assets to refresh. If VOUT shows First scan in progress, let the scan finish before treating the result as complete. A balance marked unavailable means VOUT could not read it; it is not evidence of a zero balance.
After importing a phrase, check the original address type, account index, and any BIP39 passphrase. Each affects which Bitcoin addresses the wallet derives. After importing a WIF key, check the original address type. An RGB wallet also needs its full backup to recover existing proofs.
A payment is waiting or processing
Open the saved entry in Activity or In progress. Keep your connection available and use the status check or continuation action offered for that payment. If the wallet locked, authenticate when asked to continue.
Do not create a replacement while the result is uncertain. The first transaction may have been signed, broadcast, or accepted by a service even if the app could not display the result. A second payment can spend additional funds.
For a Lightning payment, a timeout also needs a resolved service status. Use Pay and receive over Lightning to interpret that flow.
Bitcoin arrived, but the RGB asset has not
An RGB transfer needs a valid proof as well as the relevant Bitcoin confirmation. Open the original receive request and check its status. Ask the sender for the status of that same payment, rather than asking them to pay again.
VOUT validates the proof before adding the asset to the balance. A sender’s screenshot or a confirmed Bitcoin transaction is not enough to bypass that validation. Read The RGB transfer lifecycle for the stages involved.
If an unpaid request has expired, create a fresh one and give the sender the replacement before they pay. If a payment is already in progress, preserve the original request and investigate its status first.
Backup or wallet data needs attention
For a backup password error, verify that you selected the intended file and are using its separate backup password. The six-digit wallet passcode will not open the archive. VOUT cannot recover a forgotten backup password.
For a damaged archive, identity mismatch, RGB repair warning, or incomplete recovery, keep the current app data and every available backup. Do not uninstall VOUT, reset the wallet, or overwrite files. A successful backup check and a successful restore are different results; see Back up and restore.
Contact support with useful details
Open Settings → Help & diagnostics. Wallet diagnostics shows read-only status and offers Copy report. You can also use the VOUT support page or email support@vout.app.
Include the app version, device platform, network, affected payment method, exact error text, and what happened immediately before it. A redacted screenshot can help. If support needs a transaction ID, send it privately and remember that it exposes public payment activity.
Never send recovery words, a private key, wallet passcode, backup password, or an encrypted wallet archive. Support does not need those secrets to read an error or explain a payment status.