> For the complete documentation index, see [llms.txt](https://help.helioscard.xyz/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.helioscard.xyz/help-and-troubleshooting/common-issues.md).

# Common issues

## I can't sign in

* Make sure you're on the device that holds your passkey, or that your passkey is synced to this device.
* If you've lost access, use account recovery — see [Passkeys & account recovery](/getting-started/passkeys-and-recovery.md).

## My funds haven't arrived

* Adding funds isn't instant. Check the status — see [Pending & processing transactions](/help-and-troubleshooting/pending-transactions.md).
* For incoming transfers, check whether you need to **accept** them — see [Sending & receiving](/your-wallet/send-and-receive.md).

## My card was declined

* Most often the card needs funding — see [Funding your card](/the-helios-card/funding.md).
* Check whether the card is **frozen** or has a **spending limit** — see [Managing your card](/the-helios-card/managing.md).

## I can't withdraw the full amount

* Part of your balance may be committed as collateral for your credit line. Repay to release it — see [Repaying your balance](/credit-line-and-borrowing/repaying.md).

## I sent funds to the wrong address

* On-chain transfers are generally final and can't be reversed. Always confirm the address before sending.

## Something looks wrong with my balance or limit

* Refresh the app. If it still looks off, [contact support](/help-and-troubleshooting/contact.md) with screenshots and the approximate time it happened.

{% hint style="danger" %}
**Beware of scams.** Helios will never DM you first, ask for your passkey or recovery details, or ask you to approve a prompt to "verify" or "release" funds. Only act inside the official app.
{% endhint %}


---

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