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Troubleshooting

21. My wallet will not connect​

Quick checks​

  • Confirm that you are using collafi.com.
  • Unlock and update the wallet.
  • Refresh the page and try again.
  • Check that the wallet is on the same Hedera network as CollaFi.
  • Close stale WalletConnect sessions before pairing again.

Browser and mobile checks​

  • Try HashPack's in-app browser on mobile.
  • Try WalletConnect from an external mobile browser.
  • Allow the browser to open the wallet app.
  • Disable aggressive popup or deep-link blocking for CollaFi.
  • Try another supported browser.

Clearing site data should be a later step because it removes the local wallet session and display state.

22. My transaction is stuck​

The platform may show Waiting for wallet approval, Waiting for consensus, or a longer-than-usual network state.

Before retrying​

  1. Check whether the wallet still has an approval request.
  2. Check the wallet's transaction history.
  3. If a transaction ID exists, inspect it on HashScan.
  4. Refresh Portfolio to see whether the action already completed.

Do not repeatedly approve the same action without confirming the previous result. Duplicate attempts can create separate valid transactions where the action supports more than one request.

If HashScan shows success but CollaFi has not updated, refresh the page or sign in again. If no transaction exists, return to the action and retry.

Contact support if the action remains unresolved. Include the account ID, transaction ID, action attempted, timestamp, and screenshots. Never include private keys.

23. My NFT is not showing​

Possible causes include:

  • The collection is not enabled on CollaFi.
  • The NFT has recently moved and network indexing is still catching up.
  • Metadata or image hosting is temporarily unavailable.
  • The NFT is in escrow for an active loan.
  • The wallet or page is showing stale cached data.
  • The NFT uses a metadata format that cannot be resolved by the normal waterfall.

Checks​

  1. Search for the collection on CollaFi.
  2. Confirm ownership on HashScan.
  3. Check Portfolio for an active collateral position.
  4. Refresh My NFTs and filter to the collection.
  5. Wait briefly after a recent transfer.

When metadata cannot be loaded, CollaFi may show network identifiers and a fallback image rather than failing the entire NFT list.

For support, include the token ID, serial number, account ID, and a link to the NFT record.

24. I am not receiving notifications​

Email​

  • Confirm the address is verified.
  • Check spam or junk folders.
  • Add the CollaFi sender to safe senders.
  • Review email toggles in Settings.
  • Confirm the provider has not blocked or delayed the message.

Discord​

  • Confirm Discord notifications are connected for the correct Hedera account.
  • Review Discord toggles in Settings.
  • Confirm that direct messages from the CollaFi app are available.
  • Reconnect the channel if its verification has expired or been removed.

Notifications are not guaranteed. Portfolio remains the source for active loan deadlines and required actions.

25. Get help​

In-platform support​

Use the support chat for immediate product guidance and common troubleshooting.

Discord​

Open a ticket in the CollaFi Discord for human assistance.

Email​

Use info@w3b.studio for partnership, collection listing, documentation, or general inquiries.

Include this information​

  • What you attempted.
  • What happened instead.
  • Hedera account ID.
  • Transaction ID, if available.
  • Token ID and serial number, where relevant.
  • Exact error message.
  • Device, operating system, browser, and wallet.
  • Screenshot or screen recording when useful.

Security warning: CollaFi support will never ask for a private key, seed phrase, or wallet recovery phrase.