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When a Web3 name does not work as expected

Most problems come from one of five causes. Check them in this order before assuming anything is lost.

The name does not show up

Check the spelling

Compare the name, letter by letter, including the ending.

Check the ending is supported

Not every app reads every naming system. Try another wallet or app that supports it.

Check the record exists

A new name does nothing until a receiving address is set. See guide 04.

Wait a few minutes

A change to a record needs the network to confirm it. Recent edits can take a short while to appear.

A payment did not arrive

Look at the transaction

The sender’s wallet shows whether the payment was sent and which address it went to. Compare that address with yours.

Check the network

If the payment was sent on a network the name has no address for, it may have gone somewhere else. Ask the sender which network they used.

Check you are looking at the right wallet

Payments go to the address in the record. If you changed wallets and not the record, the money is in the old wallet.

Wait for confirmation

Busy networks can be slow. A transaction marked pending has not failed.

The website does not open

Most browsers cannot open a Web3 name without an extension, so this is the usual cause. Try the name in software that supports it, and confirm that the website record points to an address that works. Guide 05 explains the options.

If the forwarded site is down, the name still works and shows whatever that site shows.

Never share your recovery phrase to get help

A person or site offering to fix the problem in exchange for your recovery phrase, a screen share of your wallet or a signature is trying to take your wallet. Real helpers never need it.

Questions

Can the provider reverse a payment?

No. A payment sent on a blockchain cannot be reversed by the provider or by us. Only the holder of the receiving address can send it back.

Is my name lost if the wallet app stops working?

No. The name is on the blockchain. Restore the wallet from your recovery phrase in another app and it will appear.

Why does my name show as a string starting with xn--?

Some software shows the coded form of a name in a non-Latin script. It is the same name. Guide 11 explains.

Who do I contact for help?

For the name itself, contact the provider. For wallet problems, contact the wallet’s own support. We run the catalogue and cannot change records or recover wallets.