🛠️ Troubleshooting Guide: Slow Transactions, Missing Balances & Syncing

If you're facing an issue with a purchase not being credited, an incorrect balance, or errors when sending, please follow the steps below. Most issues are related to temporary connection problems or provider limits and are easily resolved.

Important: All transactions on our platform are eventually either credited to your wallet or fully refunded to the account that paid the invoice. Your funds are never lost.

1. Purchase Not Credited? Start Here.

If your DePix or Bitcoin purchase has not appeared in your wallet, try these initial steps first:

• Refresh the App: Tap the refresh icon at the top right corner of the main screen to force an update.
• Check Your Connection: A stable internet connection is required for the wallet to sync your balance. Try switching between Wi-Fi and your cellular data connection. Because we are a non-custodial wallet, changing the connection often allows the wallet to connect to a Bitcoin node and sync properly.
• Disable Your VPN: Using a VPN can interfere with the wallet's internal connection and may also trigger compliance checks from our providers. Please disable it and try refreshing again.
• Provider Instability: Occasionally, our payment providers may experience temporary instability. This can delay the crediting of your purchase for up to a couple of hours. Your transaction will be processed automatically once their systems are stable.

If the issue persists, it may be related to our provider's security policies.

2. Understanding Purchase Limits, KYC & Security

To comply with regulations and ensure security, our payment providers enforce strict transaction limits and maintain security protocols. Transactions that violate these rules will be automatically rejected and refunded.

• Security Blacklist: Both our DePix and Bitcoin providers maintain a blacklist of users who have previously attempted fraudulent activities. Purchases from these accounts will not be accepted and will be returned.

DePix Purchase Limits

• Daily Limit: You can purchase a maximum of R$ 6.000 BRL of DePix per day, per CPF/CNPJ. Any amount paid above this limit will be automatically returned to the payer. The transaction must be split into two installments of R$ 3,000.00, with a 30-minute interval between them.
• New User Limit: For the first 24 hours, new users (CPF/CNPJ with no purchase history) have a maximum purchase limit of R$ 100 BRL. Transactions above this initial limit will be returned.

**Direct Bitcoin Purchase Limits & KYC - **Through our provider NoxPay

• Monthly Limit: The limit for direct Bitcoin purchases is **$10,000 **BRL per month. This can be done in a single transaction.
• KYC Requirement: Our provider's compliance system may require you to complete a KYC (Know Your Customer) verification. This can be triggered by high-value transactions or for other security reasons, such as using a VPN.
• If KYC is Not Completed: If you are asked to complete KYC and do not do so, the transaction will be canceled and the funds will be returned to the payer.

3. The Refund Process

If your transaction is canceled due to exceeding a limit or failing a KYC check, the amount will be refunded.

• Timing: While the official maximum timeframe is 1 business day, most refunds are processed within a few hours.

4. Wallet Syncing & Sending Errors

Your Satsails wallet must sync with a Bitcoin node on the internet to display your correct balances and process transactions.

• Sync Status: The button on the main screen indicates the sync status. Yellow means it is trying to sync, and Red means an error has occurred.
• What it Means: A sync error does not mean your funds are lost. It only means your wallet app cannot currently get the latest information from the Bitcoin network.
• How to Fix Sync & Sending Errors: Most syncing issues or errors when sending (e.g., "mempool errors") can be resolved by changing your internet connection (e.g., from Wi-Fi to 4G/5G).

Changing Your Bitcoin Node (Advanced)

If connection issues persist, the problem may be temporary instability with the default Bitcoin node. We provide stable alternatives for you to connect to.

1. Go to the "Settings" menu in the app.
2. Find the "Bitcoin Node" option.
3. Select one of the pre-configured alternatives, such as the Bull Bitcoin node or the public Blockstream node.
4. For maximum privacy, you can also connect the app to your own personal Bitcoin node by entering its address in this section.

Verifying Funds in Another Wallet (Last Resort)

Because Satsails is a non-custodial wallet, your funds are secured by your 12-word recovery phrase, not on our servers. If sync errors continue, you can always access your funds by importing your recovery phrase into another compatible wallet.

• Recommended Wallets: Blockstream Green, SideSwap, or BlueWallet.

If you need further assistance, please contact our support team for personalized help.

Updated on: 17/02/2026