Support Center

Top Questions

  1. What is a paper key?
  2. How do I receive bitcoin in my BRD wallet?
  3. Why did my bitcoin Receive Address change?
  4. Why does it cost money to send a bitcoin transaction?

BRD Secure Checkout

11 Articles
  1. How do I get back to the BRD Secure Checkout page to purchase tokens?
  2. How do I get back to the BRD Secure Checkout page to check on my KYC status?
  3. How do I participate in an ICO with BRD?
  4. What information will I need to submit if I participate in an ICO with BRD?
  5. Who can access the information I submitted for the ICO's KYC?
  6. Do I lose some security or privacy by linking my BRD app to the BRD ICO website?
  7. When participating in an ICO, should I select a country based on my residence or my citizenship?
  8. What can I do if I did not receive the phone verification code?
  9. What can I do if I did not receive the email verification code?
  10. How do I verify my ID for KYC?
  11. Why do I need to confirm my ICO token purchase inside the BRD app?

Buy and Sell

14 Articles
  1. How do I buy ether in the BRD app?
  2. How do I buy bitcoin in the BRD app?
  3. How do I check the KYC status for the SEPA transaction I would like to make in the app?
  4. How do I make a SEPA payment when purchasing funds in the BRD app?
  5. How do I exchange a supported currency to ether or to an ERC20 token?
  6. How do I exchange my ether or ERC20 token to another supported currency?
  7. Will I be charged cash advance fees if I buy ether with a card?
  8. What are the fees for buying ether through the BRD app?
  9. How do I exchange a supported currency to bitcoin cash?
  10. How do I exchange my bitcoin cash to another supported currency?
  11. How do I exchange a supported currency to bitcoin?
  12. How do I exchange my bitcoin to another supported currency?
  13. Will I be charged cash advance fees if I buy bitcoin with a card?
  14. What are the fees for buying bitcoin through the BRD app?

Send and Receive

22 Articles
  1. Why is the value of bitcoin sent different than the value received?
  2. How do I use the "Request an Amount" screen in my Ethereum or ERC20 token wallet?
  3. Why is the value of ether or ERC20 token sent different than the value received?
  4. What are the ethereum or ERC20 token transaction details?
  5. How can I send ether or ERC20 tokens from BRD?
  6. Why does it cost money to send an ether or ERC20 token transaction?
  7. How do I receive ether or ERC20 tokens in my BRD wallet?
  8. How do I use the "Request an Amount" screen in my Bitcoin Cash wallet?
  9. Why did my bitcoin cash Receive Address change?
  10. Why is the value of bitcoin cash sent different than the value received?
  11. What are the bitcoin cash transaction details?
  12. How long will it take for a bitcoin cash transaction to arrive in my BRD wallet?
  13. Why does it cost money to send a bitcoin cash transaction?
  14. How can I send bitcoin cash from BRD?
  15. How do I receive bitcoin cash in my BRD wallet?
  16. How long will it take for a bitcoin transaction to arrive in my BRD wallet?
  17. How do I use the "Request an Amount" screen in my Bitcoin wallet?
  18. How do I receive bitcoin in my BRD wallet?
  19. What are the bitcoin transaction details?
  20. Why did my bitcoin Receive Address change?
  21. How can I send bitcoin?
  22. Why does it cost money to send a bitcoin transaction?

Cryptocurrency Basics

6 Articles
  1. What is SegWit?
  2. What is an ICO?
  3. What is an ERC20 token?
  4. What is Ether?
  5. What is Bitcoin?
  6. What is Bitcoin Cash?

BRD Rewards

1 Articles
  1. What are BRD Rewards?

Miscellaneous

5 Articles
  1. How do I contact the BRD Customer Support team via email?
  2. Why are some ERC20 tokens no longer supported?
  3. BRD Official Social Media Channels
  4. How do I get started?
  5. Is the BRD app free?

Importing Wallets

2 Articles
  1. How do I import a bitcoin cash paper wallet?
  2. How do I import a bitcoin paper wallet?

Troubleshooting

14 Articles
  1. Why do I get an "Invalid Address" error when sending bitcoin cash?
  2. Why do I get an “Insufficient funds” error when sending ether or ERC20 tokens?
  3. Why is my ether or ERC20 token transaction missing?
  4. Why is syncing to the Bitcoin Cash blockchain taking too long or not successful?
  5. Why do I get an “Insufficient funds” error when sending bitcoin cash?
  6. Why is my bitcoin cash transaction missing?
  7. Why is my bitcoin transaction missing?
  8. Why do I get an “Insufficient funds” error when sending bitcoin?
  9. Why can't I see my funds after recovering my wallet?
  10. Why do I get a “No internet connection found” error?
  11. How do I access an unsupported cryptocurrency I sent to my BRD wallet?
  12. The BRD app couldn't be authenticated on Android.
  13. Why is my wallet disabled?
  14. Why is syncing to the Bitcoin blockchain taking too long or not successful?

Security

7 Articles
  1. Why do I need to write down my paper key?
  2. Why do I need a PIN?
  3. How do I reset my PIN with my paper key?
  4. How do I confirm my paper key?
  5. What is a paper key?
  6. What is fingerprint authentication?
  7. What is the fingerprint/touch ID spending limit?

App Settings

14 Articles
  1. How do I add a token in the BRD app?
  2. How does the BRD Ethereum or ERC20 token wallet show my balance in my local currency?
  3. When should I sync my Bitcoin Cash wallet to the blockchain?
  4. How do I sync my BRD app's Bitcoin Cash wallet to the blockchain?
  5. How does the BRD Bitcoin Cash wallet show my balance in my local currency?
  6. How do I sync my BRD app's Bitcoin wallet to the blockchain?
  7. How do I connect to a specific bitcoin node?
  8. When should I sync my Bitcoin wallet to the blockchain?
  9. How does the BRD Bitcoin wallet show my balance in my local currency?
  10. How do I add or remove wallets in the BRD app?
  11. How do I update my PIN?
  12. How do I change the local currency displayed in my wallet?
  13. How do I recover a previous wallet I had with BRD?
  14. How do I wipe my wallet?

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Why is my ether or ERC20 token transaction missing?

If one or more transactions are not showing in your wallet, please try force quitting the app and restarting it.  

If you are expecting an incoming transaction into your BRD wallet that hasn’t arrived yet, the 66 digit ether or ERC20 token transaction ID can help the support team track its progress. This ID can usually be found by asking the sender for this information.