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Troubleshooting

Solutions for common issues with KEA Wallet.

Passkey not working​

  • Check your browser — passkeys require a modern browser: Chrome 109+, Safari 16+, Firefox 122+, or Edge 109+.
  • Check your device — you need a passkey-capable authenticator: Touch ID, Face ID, Windows Hello, or a FIDO2 security key.
  • Try a different browser — if one browser fails, try another on the same device.
  • Restore your wallet — if your passkey was deleted or corrupted, go to keawallet.com and click Restore Wallet to re-register using your 12-word recovery phrase.

Wallet popup blocked​

  • Some browsers block popups by default. If the wallet approval window doesn't appear, allow popups for keawallet.com in your browser settings.
  • This commonly happens when a dApp opens the wallet popup for transaction approval.
  • On mobile, check that your browser isn't in "strict" popup blocking mode.

Transaction stuck or pending​

  • Thru transactions typically confirm in about 1 second.
  • If a transaction appears stuck, click the explorer link on your account card to check its status on ThruScan.
  • Try refreshing the page — the dashboard may not have received the latest update.
  • Make sure your Fee Payer account has sufficient THRU to cover the network fee. See Managing Accounts.

Balance not updating​

  • Wait a few seconds and refresh the page.
  • The dashboard may briefly cache your balance before syncing with the blockchain.
  • For the most up-to-date balance, check ThruScan directly using the explorer link on your account card.

Can't connect to a dApp​

  • The dApp must integrate the KEA Wallet SDK — not all dApps support KEA Wallet.
  • Make sure you're using a supported browser.
  • Allow popups for the dApp's domain in your browser settings.
  • Try disconnecting and reconnecting: go to Connected Apps, click Remove next to the dApp, then reconnect from the dApp's site.

Lost access to my account​

  • If your passkey is synced to another device — sign in from that device. Passkeys sync via iCloud Keychain (Apple), Google Password Manager (Android/Chrome), or Windows Hello (Windows).
  • If no synced devices are available — go to keawallet.com, click Restore Wallet, and enter your 12-word recovery phrase. This restores your Fee Payer account.
  • Your on-chain assets are safe — tokens exist on the Thru blockchain regardless of device access. Recovery is about regaining the ability to sign transactions.
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If none of these solutions resolve your issue, reach out for support.