FAQ for Metaverse Wallet
1.1 What if my antivirus software identifies the wallet package as malicious during installation?
If your antivirus software incorrectly identifies the wallet package as malicious, please temporarily disable the antivirus software or add the wallet package to the list of trusted applications during installation, or the antivirus software may delete important files by mistake.
1.2 Can the wallet application run in a 32-bit OS?
A 32-bit OS currently does not support the Metaverse Wallet, please change to a 64-bit OS and complete the wallet installation.
1.3 What if the wallet application crashes and closes on its own?
Try restarting your computer or reinstall the wallet application first. Due to the poor performance of some computers, we recommend that you close all other software including antivirus when you open the wallet.
If this doesn’t solve the problem, your wallet database may be damaged. Please make sure that you have saved the wallet private key (the mnemonic passphrase that contains 24 English words), then download and install the blockdata-inside version, and choose to overwrite data from the previous installation, as shown below:
1.4 Your device crashes during wallet installation
This is because the wallet take up a lot of disk space during initialization; having too many programs open on your device could cause high disk usage resulting in your device crashing. Please close all programs except mvsd.exe and reopen the synchronization program.
1.5 "Page not found" or "Server connection error, please check server status” prompt
Please temporarily close the proxy server or antivirus software. Then clear your browser cache from at minimum the previous month and try again. If it still cannot be opened, you are recommended to uninstall and reinstall the wallet application.
If the proxy server or antivirus software is running, please temporarily close them.
2.Account and Login
2.1 "Invalid login credentials” prompt
Possible reasons are: 1, You might have used the account password cached in the explorer; 2, An incorrect username or password was entered; 3, Your session has expired (it may happen when you use a different computer or after reinstallation);
Solution: first, clear the data stored in the explorer and manually enter your username and password. If this fails, restart the synchronization program and wallet page and try to sign in again. If you are still unable to log in, please create a new account (preferably with a different username) and import the private key of your original account.
2.2 Unable to import private key
Possible reasons are:
1）If you did not fill in the number of addresses when you import the private key, please just fill in a number.
2）Your current username may be the same as the username of the account you are trying to import data from. Please change your username.
3）Please delete the number contained in your username, then try to create an username with pure letters combinations;
2.3 The asset balance in my account appears to be empty or lower than your true balance after importing the private key of previous account.
Possible reasons are:
1） Incorrect private key;
2）You filled in a small number of addresses when you import the private key. We recommend that you re-import the private key and fill in a larger number of address, such as 50.
3）The synchronization has not yet been completed.
2.4 Lost a previous account’s address after importing the private key
Possible reasons are:
1）Insufficient addresses in the new account: click "Create new address" to create a new address, or create a new account and import your private key, then fill in a larger number of addresses (such as 50).
2）Incorrect private key
3.1 How does the wallet synchronize?
Blocks will automatically be synchronized when your wallet is running. The right bottom corner (marked in yellow below) shows you the number of blocks your wallet has synced.
3.2 What if the wallet fails to sync when it is opened?
Please try the following operations:
1） Multiple refresh;
2） Please close all programs except the wallet;
3） Try uninstalling and reinstalling the wallet application.
Please note that the wallet does not sync when your device is in sleep mode.
3.3 Incomplete synchronization
Incomplete synchronization may result in the following circumstances:
1） Your wallet balance appears to be empty or lower than your true balance;
2）Coins transferred from other addresses to your wallet are not reflected in your wallet;
If these issues occur, please be patient and wait for synchronization to be completed. The time required for synchronization depends on your internet speed and computer’s specs. Normally, synchronization takes 4-5 hours (synchronization will be stopped when computer is in sleep mode). Therefore, we recommend that new users install the data packet version to reduce syncing time.
3.4 When is the wallet synchronization completed?
First, please open the Metaverse blockchain explorer at https://explorer.mvs.org/#!/
The area marked in yellow shows the serial number of the latest generated block (it changes every minute):
Then, please open and sign in to your wallet. The right bottom corner (marked in yellow below) shows you the number of blocks your wallet has synced.
When the number of blocks displayed in your wallet approaches the number shown in the block explorer, you can consider wallet synchronization complete; otherwise, the synchronization is not completed.
4.1 Your wallet balance appears to be empty or lower than your true balance
Because the synchronization is not completed, the assets are not displayed. Please be patient and wait for synchronization to be completed. You may view the number of blocks that the wallet has already synchronized at the top of the wallet.
4.2 Failed to receive the transfer
Possible reasons are:
1) The other side did not send you money;
2) Your wallet has not been synchronized with the latest block yet. You may view the latest generated block at https://explorer.mvs.org/#!/.
4.3 Does Metaverse Wallet charge fees for withdrawal?
Metaverse Wallet does not charge transaction fees, but a miner fee of 0.0001 ETP will be charged for each transaction. This fee is charged to the party making the withdrawal. A transfer between different addresses that belong to the same account will still incur miner fees.
4.4 How much will Metaverse Wallet charge when users transfer ZGC or other non-ETP assets in the Wallet?
Metaverse Wallet charges 0.0001 ETP to reward miners.
4.5 Unable to send assets
A 0.0001ETP miner fee is charged for each transfer made on Metaverse. Please check that your wallet balance is sufficient.
4.6 “Insufficient balance” prompt when transfering all ETP out of your wallet
A 0.0001ETP miner fee is charged for each transfer made on Metaverse. Please check that your wallet balance is sufficient. For instance, please fill in 9.9999 as transfer amount if your wallet has 10 ETP in total.
4.7 “Insufficient balance” prompt when the balance is sufficient.
If you choose the sending address when you transfer, as shown below:
Please make sure that there is no less than 0.0001 ETP in this address.
To solve this problem, you may choose not to select an address but leave it to Automatic: