If you’re seeing an error occurred message, this overview is for you!
Our “An Error Occurred” message is generally caused by a phone swap or by restoring the Rainbow app from a backup. You’ll normally see an error prompt that initiates you to connect with our support team:
Below are some key questions/detail we’ll ask in order to help us best determine the solution to your issue!
Please connect with us anytime at [email protected] letting us know that you’re seeing the above message along with answers to these questions, and we’ll be happy to get you squared away ⬇️
For iOS:
- What version of iOS are you currently using? (You can find the version by heading to Settings - About - Software Version)
- Is your Rainbow app fully updated to the latest version?
- What is your public wallet address?
- Have you moved phones since you created this wallet?
- Have you ever changed or disabled your pin code on your device?
- Have you ever restored your phone from iCloud since creating this wallet?
- Do you happen to have you wallet’s secret phrase written down anywhere? If yes, please DO NOT SHARE THIS INFORMATION WITH US. You'll want to keep your secret phrase secure.
As an additional message, please NEVER share this information with us, nor will Rainbow ever ask for your secret phrase.
- Lastly, can you go to the Settings page within the app and tap approximately 15 times on the version number that appears at the bottom? We'll need you to send us a screen-recording of whatever you see here, or multiple screenshots that show the list that appears. Here is how to do a screen-recording: https://support.apple.com/en-us/HT207935
For Android:
- Have you moved phones since you created this wallet?
- Have you ever changed or disabled your pin code on your device?
- Have you disabled biometric scans (face ID, fingerprints, etc) on your device recently?
- Have you ever restored your phone from a backup since creating this wallet?
- Do you happen to have you wallet’s secret phrase written down anywhere? If yes, please DO NOT SHARE THIS INFORMATION WITH US. You'll want to keep your secret phrase secure.
- Lastly, can you go to the Settings page within the app and tap approximately 15 times on the version number that appears at the bottom? We'll need you to send us a screen-recording of whatever you see here, or multiple screenshots that show the list that appears. Here is how to do a screen-recording: https://support.google.com/android/answer/9075928?hl=en
As an additional message, please NEVER share this information with us, nor will Rainbow ever ask for your secret phrase.