BounceBit Wallet
Support

Start with the symptom.

Choose what is happening, collect a safe diagnostic snapshot and follow a focused troubleshooting path without exposing wallet secrets.

BounceBit Wallet support never requests recovery material, private keys, passwords or remote access.
A marble figure extending a hand beside support communication symbols, representing BounceBit Wallet assistance.
Diagnostic selector

Pick the closest symptom.

Category · Installation

Symptom

The installer fails, is blocked by the OS, or does not complete setup.

What to check first
  • Installer downloaded from the Releases page on this website
  • SHA-256 checksum matches the value published for that build
  • OpenPGP signature verified against the signing key fingerprint
  • Operating system version is within the supported range
  • Local antivirus or gatekeeper policy is not quarantining the file
Information required
  • Operating system and version
  • Installer filename
  • Public error message shown by the OS
Safe diagnostic fields
Wallet version (target)Operating systemLast actionPublic error code
Related documentation
Escalation path

Report a checksum or signature mismatch through the Releases page issue link. Never run an installer whose signature does not verify.

Diagnostic snapshot

Safe context, no secrets.

Never paste secret material into a diagnostic snapshot.

Fill in only the fields you can confirm. Paste the JSON into support conversations so a real person can help without ever seeing sensitive information.

Preview JSON
{
  "version": null,
  "os": null,
  "network": "Mainnet",
  "chainId": "6001",
  "rpcHost": null,
  "lastAction": null,
  "errorCode": null,
  "address": "omitted"
}
  • Never included: seed phrase, private key, password.
  • Never included: session token, secret API key, recovery material.
Frequent questions

Common answers, on the record.

Security
Will support ever ask for my seed phrase?

Never. Any request for a seed phrase, private key, password or recovery material — through any channel — is hostile. Close the conversation and consult the verification guide.

Is remote access ever required to resolve an issue?

No. Support never requests remote screen sharing or remote control. Diagnostic snapshots and public information are always sufficient.

Transactions
What should I do when a transaction remains pending?

Copy the public transaction hash from the wallet history and check it on the block explorer. Include the hash in the diagnostic snapshot below. Do not export signing history.

Why is my balance not visible?

Confirm the active network and chain ID at the top of the wallet. Ensure the token is present in the visible list and that the RPC endpoint is responsive.

Connectivity
How do I confirm the selected network?

The active network name and chain ID are displayed in the wallet header. Mainnet is chain ID 6001 and Testnet is chain ID 6000.

Which RPC hosts are safe to share?

The public hostname is safe. Do not share URLs containing private tokens, API keys or credentials.

Releases
How do I verify an installer?

Compare the installer's SHA-256 against the value on the Releases page and verify the OpenPGP signature against the signing key fingerprint. Only run installers whose checksum and signature match.

How do I report a release verification mismatch?

Do not run the artifact. Report the mismatch through the Releases page issue link with the version, platform, filename and observed checksum.

Escalation

Verify the support destination before sharing any information.

Use only destinations published on this website. Do not trust unsolicited direct messages, private channels or accounts that claim to represent BounceBit Wallet.

Read DocsOpen Verification Guide