DocsTroubleshooting & FAQCommon Issues and Solutions

Common Issues and Solutions

Quick fixes for the most frequent problems: installation, sign-in, vault unlock, sync, files, and billing. If you’re stuck, check System Status and then follow the steps below.

App won’t install or launch

Windows

  • Run installer as Admin if policy blocks it
  • Allow through SmartScreen: More info → Run anyway
  • Verify checksum & signature (see guide)

macOS

  • Drag app from DMG to Applications
  • System Settings → Privacy & Security → Open Anyway
  • Check spctl / codesign verification if needed

Linux

  • Make AppImage executable: chmod +x bervice.AppImage
  • Install deps: libfuse/glibc LTS
  • Launch from terminal to see errors

See platform-specific guides: Windows, macOS, Linux.

Can’t sign in or unlock vault

Sign-in issues

  • Check email code (spam/filters) or wallet signature prompt
  • Verify time/date sync on your device
  • Disable VPN/proxy temporarily for login

Vault unlock

  • Master password is case-sensitive; try last known
  • If lost, restore with recovery seed/key file (we can’t reset it)
  • Ensure correct vault path (external drives mounted)

New device? Use Restore existing vault and your recovery materials. See Account Setup.

Sync stuck, slow, or conflicting

  • Check Status: /status for incidents or maintenance
  • Retry: Toggle Settings → Sync off/on; restart app
  • Network: Try another network/VPN; ensure proxy allows app traffic
  • Clock skew: Enable automatic time sync
  • Conflicts: Open the item → resolve by keeping newer or merging fields

Still failing? Export logs and submit a ticket with timestamps.

File upload/download problems

  • Check plan quota in Settings → Storage
  • Large files: keep app open until “Uploaded” state appears
  • Filename issues: remove special characters and retry
  • External drive paths: ensure stable mount & permissions

Subscription shows “Pending” or “Inactive”

  • Wait for network finality (typically < 1 minute)
  • Open Settings → Subscription → Refresh
  • Confirm correct chain/network in your wallet
  • Verify TX hash in Billing history (block explorer)
  • Grace period applies for failed renewals—then downgrade to Free

See Subscription Management and Payment Options.

Wallet not detected / transaction fails

  • Unlock wallet; approve site connection
  • Switch to network shown at checkout
  • Ensure funds for amount + gas
  • Hardware wallet: update firmware/bridge and reconnect

App feels slow or high CPU

  • Update to latest version (signed, auto-updates)
  • Large vaults: enable incremental sync; limit open tabs
  • Check security software exclusions for the app directory
  • SSD recommended; verify disk health and free space

Backup & recovery questions

  • Keep recovery seed/key file offline (USB, printed QR)
  • Test restore on a second device periodically
  • Never share master password, seeds, or key files

Export/Import issues

  • Use File → Export to produce encrypted archives or CSV/JSON (no secrets in plaintext when sharing)
  • Import: map fields correctly; app re-encrypts locally
  • Check encoding (UTF-8) and column headers for CSV

CLI errors

  • Run bervice-cli --version and verify path
  • macOS/Linux: chmod +x and correct shell profile
  • Windows: use PowerShell; allow script execution if required

Live Chat

Get real-time help (business hours).

Submit a Ticket

Best for bugs & billing.

System Status

Live incidents & history.

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Password Management Issues