Troubleshooting Guide

This guide is all about capturing common issues from #helpdesk on the official PoWH3D discord chat. If you can't find your issue below, be sure to ask us for help there!

Jump down to the issues!

Remember: Be sure you've backed up your seed words and exported your private key but never share your private key or seed words with anyone ever, for any reason!


Want to tip your helper?

If someone has helped you in the #helpdesk channel, you can tip them by buying with their masternode:

Buying with someone's masternode is POWH3D way of tipping them for their help. Learn more about masternodes here.

Always Backup Your Metamask Account Details!

Do not do anything until your seed words and private key information are safely backed up!

Remember: Never share your private key or seed words with anyone ever, for any reason!


Help, I've sent too many transactions and they are all pending!

Remember: Be sure you've backed up your seed words and private key but never share your private key or seed words with anyone ever, for any reason!

Restart Browser

If you are having issues with sending transactions, follow these steps first:

  1. Open the Metamask extension by clicking the "Fox" icon, enter your password to unlock if needed
  2. If you see any unsent transactions, make sure to reject all unsent transactions in MetaMask (click "Reject All"). If you don't see a "Reject All", skip this step.
  3. Check if there are any extension updates available to Metamask to install
  4. Restart your browser and then re-open Metamask and re-enter your password

Clear Previous Transactions

If you see several pending incomplete transactions listed in "SENT", follow the steps below. Send yourself a special transaction to clear all previous transactions:

  1. Open up metamask
  2. Click "Send" button
  3. In the address box, enter your own wallet address
  4. For amount of ether, enter 0
  5. Click "Send" button again

Send that transaction out and this will cancel out all your pending transactions once it processes which should clean the slate. Wait a few minutes for this transaction to complete.

Quick Network Flip

Next, on the top-left corner of Metamask, click the down arrow and switch to the "Ropsten Test Network" and then immediately switch back to the "Main Ethereum Network":

Once you've switched the network back and forth, try the normal purchase or reinvest action again with 4+ GWEI set for "Gas Price".

If this doesn't work, try resetting Metamask as described in the "Help me, metamask seems to be broken or transaction is stuck!" solution below.

Help me, metamask seems to be broken or transaction is stuck!

Remember: Be sure you've backed up your seed words and private key but never share your private key or seed words with anyone ever, for any reason!

First, if you have any unsent transactions, make sure to reject all pending transactions in MetaMask (click "Reject All"). If you don't see a "Reject All", skip this step.

Resetting Metamask

Now, to fix this issue and clear out all transactions:

  1. Make sure you have backed up your 12 seed words on Metamask!
  2. Reset your Metamask account
  3. Now retry buying P3D tokens with 4+ GWEI set for "Gas Price"

If you are having trouble on the main exchange, go to this official backup site and you should see your tokens!

Uninstalling Metamask

If that still doesn't work, make sure to backup your seed works and then try fully installing Metamask.

  1. Make 100% sure you have backed up your 12 seed words on Metamask!
  2. Right-click your metamask extension icon in your brower
  3. Click remove which uninstalls metamask
  4. Visit metamask.io and re-install
  5. Click "Import from Den"
  6. Provide your seed phrase and your wallet will be imported

Once fully installed with your account restored, retry the original transaction again on the exchange.

I lost access to my Metamask account, what should I do?

You should always export your private key AND backup your 12 seed phrases as soon as you open up a Metamask wallet. Never share these with anyone but if you don't have them expect to lose your account.

If you have your 12-word seed phrase, use that to import your account back into Metamask. After you do this, make sure to click "Create Account" in the "..." menu multiple times to restore all wallets. A single seed usually holds multiple addresses and although only the main one will be "restored" initially, the others can be generated again as well.

If you have your private key for the wallet, simply log out or re-install metamask and then import the wallet from the private key.

If you have neither the private key or the 12-word seed phrase, and all instances of your metamask account are no longer logged in, then there is no way to recover your account.

How much GWEI should I use for Gas when using the exchange?

Check the gas station for details. Generally speaking, 2-4 GWEI should ensure a reasonably quick transaction unless the network is especially congested. Try to avoid using only 1 GWEI to avoid slow transactions.

Why do I need to these 0 eth transactions when I try to reinvest?

The core functionality of this exchange is entirely powered by a deployed open-source Ethereum smart contract.

Smart contracts require an Ethereum transaction to be sent out for every action taken. This means that every action you take on the exchange requires a transaction to be sent through by the user on the Ethereum network. All actions including "Reinvest", "Withdraw", "Sell", "Transfer", etc require a "0" ETH transaction to be sent (with GAS which costs Ether so make sure you account for this!). This is why you see so many "0" ether transactions here.

Make sure to always have some spare Ether in your wallet for Gas (0.001+ Ether). Otherwise, if you run out, you will start seeing "Insufficient balance for transaction" errors until you reload your wallet.

How do I locate my wallet address?

To find your wallet address:

  1. Go to your MetaMask window
  2. Click the three-dot ellipsis next to your wallet name
  3. Click "Copy address to clipboard" item
  4. Go back and click "View account on Etherscan" item

Your clipboard now has your wallet address (should look something like 0x172f820de0db7e26a5e7a70d322409199e2bfded) and your wallet page should be open on Etherscan.

How do I locate my P3D transactions on Etherscan?

To find a given transaction:

  1. Go to your MetaMask window
  2. Click the three-dot ellipsis next to your wallet name
  3. Click "View account on Etherscan" item
  4. Locate the purchase transaction in question

Copy the URL (should look like https://etherscan.io/tx/0x32bb521c915a930bfa6df8033e44dccf3c9ca49ec32650e9d7159c39837c2c11). This can be reviewed to see all the details of the transaction.

Why didn't I get credit for the purchase through my masternode!!

This is usually due to the following four reasons:

1) Transaction referrer was messed up and your friend had another referral link at the time of purchase (see steps to check this below).
2) The masternode page is cached and will update shortly. Wait 10 minutes and refresh again.
3) You may have sold all your tokens. You cannot receive credit for a buy if you no longer have enough tokens for a masternode at the time of purchase.
4) Buying from your own masternode doesn't count towards any bonuses.

First, you will want to find the transaction on etherscan and open up the transaction. For example, here's a recent buy transaction.

You can check the following to see which referral link any purchase used:

In addition, before buying any purchaser can go to the purchase tokens page, and paste this in the browser address bar javascript:alert(localStorage.getItem('masternode')) and hit enter to get a popup of the masternode address that will be used.

Bought tokens that are showing on the exchange but not in metamask tokens!

By default, the tokens are held within the exchange and not shown in your metamask wallet. You can view them in your metamask wallet using the following steps:

  1. Open your metamask
  2. Click the "tokens" tab
  3. Click "add token"
  4. Enter "0xB3775fB83F7D12A36E0475aBdD1FCA35c091efBe" as the Token Contract Address
  5. This should autoload the "P3D" for Token Symbol and "18" for Decimals of Precision. If it doesn't, enter those in manually.
  6. Click "Add"

You can check this guide for full details of how to add them to metamask.

Etherscan shows failed "Out of gas" error on transactions!

If you are seeing any sort of "Out of gas" message or your transactions are being rejected, this usually means your Gas limit is too low. When purchasing or sending any transaction, check the following items in the metamask tx dialog:

Then hit "Send" to retry the failed transaction again.

Getting a "Insufficient balance for transaction" error in Metamask!

This means you don't have enough Ethereum in your wallet to cover the amount you want to send PLUS the gas needed to power the transaction. When sending Ethereum transactions, every transaction requires a certain amount of Gas. The solution is either to:

  1. Add more ethereum to your metamask wallet to cover the gas
  2. Reduce the amount you are sending in the transaction

If you are taking a "0" eth transaction, then you'll either need someone to send you a small amount of Ethereum or transfer yourself some small amount to cover the Gas costs.

Going forward, consider infrequently withdrawing your earnings so you'll always have enough Gas for your transactions.

Help, I can't access the main exchange site!

If you can't access the main exchange, then check the following:

  1. Do you have Metamask installed? If not, go to the beginner's guide.
  2. Are you signed into Metamask? Click the "fox" icon and enter your password if needed to make sure you are signed in.
  3. Are you on a mobile phone? Use the mobile site on TrustWallet instead.
  4. Hit "Ctrl" + "F5" at the same time for a hard refresh of the site
  5. Restart your browser and revisit the exchange

If you are still having trouble on the main exchange, go to this official backup site and you should be able to check everything there!

Help, I don't see the transaction history for a purchase on the site!

Yes, transaction history is cached and to see the history can take up to 10 minutes. After 10 minutes, refresh the site in your browser and the transaction should show up. You can go to this official backup site to verify you have the tokens you expect even if the main exchange is unavailable or outdated.

For further verification your transactions went through:

  1. Go to this POWH token analytics site.
  2. Find the "Aggregated Token Holder Statistics"
  3. On the right side, enter your wallet address into search
  4. Check the "Invested ETH" column to confirm the amount of ether invested
  5. Check your profits and other details too!

You can also check out a graph of your profits as well.

I sent a transaction to the P3D exchange, but I don't see any tokens!

  1. Open up Metamask and click on the transaction to find the Etherscan transaction link.
  2. Check the "From:" field has the same address as your current metamask account to ensure this transaction is correct.
  3. Check the "To:" field has the address to the contract "0xb3775fb83f7d12a36e0475abdd1fca35c091efbe"
  4. Check the "TxReceipt Status" field is set to "Success"
  5. If so, go to this official backup site and you should see your tokens!

If not, please report to the #helpdesk on the official POWH3D discord chat and let them know you've checked the above. Be sure to link the transaction URL in the chat.

I sold tokens and didn't get any ETH in my metamask wallet!

If you sold tokens on the exchange, be sure to check the following:

  1. Has the metamask transaction gone through successfully? If not, check this issue.
  2. Ethereum from token sells are transferred to your rewards. Check your rewards on the purchase page for the Ethereum you sold.
  3. Withdraw your rewards to your wallet.

You can read about selling here for more details.