Error messages when adding an exchange to your account:
“Account is invalid.”
“We could not add your account as these credentials are invalid.”
1.) Review your credentials and double-check the instructions for the exchange.
2.) See help article: I get an error when I try to add/sync an exchange. What should I do?
3.) Write to Support or search our public forum to see if there are current issues with that exchange.
“This wallet has already been added to CoinTracker.”
CoinTracker is recognizing the same exchange already added to your account.
1. Remove the existing exchange or wallet.
“The [name of exchange] API integration is currently disabled. Please try again soon.”
1. Review instructions provided in specific exchange message.
Example: The FTX.us API is currently unavailable. Any transactions previously synced via API or imported via CSV are still available for crypto taxes and portfolio tracking. Please do not remove your FTX.us transactions from CoinTracker as we're unable to re-sync them via API. You can learn more about the FTX.us bankruptcy news here and read our FAQ support guide here.
Other exchange error messages:
“We failed to sync your account. Please check your API keys and re-authenticate your account.”
1.) Click on link to “re-authenticate” to re-authenticate exchange.
2.) If re-authentication fails, search our public forum to see if there are current issues wallet/exchange syncing.
3.) Contact support with name of exchange or wallet.
If there is no syncing error but the exchange is not syncing after pressing “sync” please review this help article: I get an error when I try to add/sync an exchange. What should I do?
Error messages when adding a wallet to your account:
“We could not add your wallet as it has zero transactions. Learn more about this error.”
CoinTracker does not import wallets that have zero transactions.
“An error has occurred, please try again.”
1.) This is from a general error. Please review: How to add wallets and exchanges to CoinTracker, What is xPub, yPub, zPub, and UTXO? and API Keys: A Quick Introduction
2.) Check transaction count in wallet. Currently, unpaid users have a transaction limit of 5,000 transactions per wallet; upgrading to a portfolio assistant subscription or a tax plan will automatically bump up to a wallet transaction limit to 20,000.
3.) Write to Support or search our public forum to see if there are current syncing issues with the wallet.
“Invalid public addresses format provided.”
The address is not valid. Please review this help article: How to add wallets and exchanges to CoinTracker, What is xPub, yPub, zPub, and UTXO?
“This wallet has already been added to CoinTracker.”
CoinTracker is seeing the same wallet already added to your account.
"The address can not be added because it has too many transactions. Are you trying to add a smart contract or an exchange address.”
We prevent users from adding wallets with too many transactions, or contract addresses as a safety net to preserve system performance.
Currently, unpaid users have a transaction limit of 5,000 transactions per wallet; upgrading to a portfolio assistant subscription or a tax plan will automatically bump up to a wallet transaction limit to 20,000.
“This wallet exceeds the limit of 20,000 transactions supported per [name of blockchain] wallet. Transactions over this limit will not be imported. If you need a higher limit, then please contact support here.”
Please contact Support to increase wallet limits.