Troubleshooting Common Issues

Wallet Connection Issues

”Connect Wallet” button doesn’t respond

Check	Solution
Wallet extension installed?	Install MetaMask or your preferred wallet from the official source
Extension enabled?	Check browser extensions — some ad blockers disable wallet extensions
Wallet unlocked?	Open your wallet extension and enter your password
Pop-up blocked?	Allow pop-ups from the TimeProof domain
Correct browser?	Wallet extensions work in desktop Chrome, Firefox, Brave, Edge

Wrong network

TimeProof operates on the Polygon network. If your wallet is connected to Ethereum mainnet or another chain, you’ll see a network mismatch warning.

Fix: Switch your wallet to Polygon Mainnet (chain ID 137) or Polygon Amoy testnet (chain ID 80002) depending on the environment. TimeProof may prompt you to switch automatically.

Mobile wallet issues

Mobile wallets work differently from desktop extensions:

MetaMask Mobile — use the in-app browser to navigate to TimeProof
WalletConnect — scan the QR code from your mobile wallet app
Standard mobile browsers don’t inject wallet providers — you must use the wallet app’s built-in browser

Signature rejected

If you accidentally reject the SIWE signature request, the sign-in fails. Simply click “Connect Wallet” again and approve the signature this time.

Timestamp Problems

Timestamp stuck on “pending”

Credit Type	Expected Wait	Action
Instant	Seconds to 1 minute	If over 5 minutes, check your notifications for failure alerts
Scheduled	Until next batch window	This is normal behavior — scheduled timestamps are batched

If an instant timestamp remains pending for more than 5 minutes, it may indicate:

Blockchain congestion (high gas prices causing delays)
A temporary service issue

Check your notifications and the Activity page for status updates.

”Insufficient credits” error

This means the requested operation needs more credits than are currently available. TimeProof uses one unified balance for scheduled, instant, and Legal-Grade activity.

Diagnostic steps:

Check how many files are in the request
Navigate to your Dashboard or Billing page
Verify whether the job is scheduled (1 credit/file) or instant (2 credits/file)
If Legal-Grade is enabled, include the per-batch upgrade cost in your total
If using an organization, check the org’s balance — not your personal one

Duplicate file warning

TimeProof may warn you if you attempt to timestamp a file hash that’s already been anchored. This isn’t an error — just a notification that this exact file was previously timestamped. You can proceed if you have a reason to create a new timestamp (e.g., documenting access at a different time).

Verification Issues

Hash doesn’t match

The most common verification failure is a hash mismatch. Possible causes:

Cause	What Happened	Fix
File was modified	Even a single byte change produces a completely different hash	Use the original, unmodified file
Wrong algorithm	TimeProof uses SHA-256 exclusively	Ensure you’re computing SHA-256, not MD5, SHA-1, or SHA-512
Encoding difference	Some tools add BOM or line endings	Hash the raw binary file, not a text representation
Different file version	You may be hashing an updated version	Locate the exact file version that was timestamped

Verification says “not found”

If the verification page says the hash wasn’t found:

Is the timestamp complete? — check that the status is “anchored” (not “pending”)
Correct environment? — testnet timestamps won’t appear on mainnet and vice versa
Correct hash? — re-compute the SHA-256 hash and compare character by character
Batch not yet anchored? — scheduled timestamps may not be on-chain yet

Merkle proof verification fails

For batch timestamps, verification requires the Merkle proof from your certificate. If the Merkle proof doesn’t validate:

Ensure you’re using the proof array from the correct file in the batch
Check that the Merkle root matches the one in the blockchain transaction
Verify each proof element is correct and in the right order

Credit and Payment Issues

Payment completed but credits not received

Stripe webhooks occasionally experience brief delays. If credits don’t appear within a few minutes:

Check your email for the Stripe payment confirmation
Refresh the Billing page
Check your notification bell for a purchase confirmation notification
If still missing after 10 minutes, contact support with your Stripe session ID

Can’t select a credit pack

Ensure you’re signed in — the checkout endpoint requires authentication. If the store page shows packs but the purchase button doesn’t work, try refreshing the page or clearing your browser cache.

Credit balance seems wrong

Credits are consumed immediately when you create a timestamp. If your balance dropped unexpectedly:

Check the Activity page for recent timestamp jobs
If you’re part of an organization, check whether someone else on the team used shared credits
Remember: scheduled timestamps cost 1 credit per file, verified instant timestamps cost 2 credits per file, and Legal-Grade follows plan-aware pricing: Starter and Pro charge 50 credits up to 25 files, Business charges 25 up to 25 files, and Enterprise includes Legal-Grade

Certificate Issues

Certificate download fails

PDF certificate generation happens server-side. If the download fails:

Check your internet connection
Try again after a few seconds (the server may be temporarily busy)
Ensure the timestamp status is “anchored” — certificates aren’t available for pending timestamps

Certificate shows wrong information

Certificates are generated from the anchor data. If information appears incorrect:

Check the timestamp details page to verify the source data
If the filename is wrong, it reflects what was provided at timestamp creation
The blockchain timestamp may differ slightly from the “created at” time — this is normal (it reflects block confirmation time)

Browser and Performance

Page loads slowly

Clear browser cache and cookies for the TimeProof domain
Disable unused browser extensions
Ensure your internet connection is stable
Try a different browser

WebSocket notifications not appearing

Real-time notifications use WebSocket connections. If you’re not receiving live updates:

Check browser console for WebSocket connection errors
Ensure your network doesn’t block WebSocket connections (some corporate firewalls do)
Refresh the page to re-establish the connection
Notifications are still stored server-side — they’ll appear when you refresh

Getting Help

If none of the above solutions resolve your issue:

Check the browser developer console (F12) for error messages
Note the exact error text, timestamp, and what you were doing
Reach out through the support channels listed on the platform

Wallet Setup Guide — proper wallet configuration
Verifying a Timestamp — step-by-step verification
Credit System Explained — understanding unified credits and verification rules
File Size Limits — supported file sizes