Once a transaction is broadcasted to the network, it will reside in a temporal database of every Sia node (the mempool) until it is included in the next block mined. In Sia, blocks are mined every 10 minutes on average, but due to the normal variance of the process, this can take much longer or much less. If the transaction was made from a Sia-UI wallet, it will show as “Unconfirmed” during this time.
The first step for troubleshooting is knowing if the transaction is in a block of the blockchain or not. For this, you can use the Transaction ID (TxID) on one of these blockchain explorers:
If the transaction is on the blockchain, these explorers will show all the information related to it. If this is the case, and after some reasonable time the receiving wallet does not show the transaction, the issue is on the receiving wallet.
While transactions from/to exchanges work in the same fashion as the rest of transactions, Exchanges usually require more time (and more blocks of confirmation) to process them due to their own internal rules. It is not unusual an Exchange experiencing delays of several hours or even days. It is not unusual either that the exchange has interrupted the wallet service due to maintenance or software issues. If your operation from an exchange or to an exchange is not being processed, check the wallet status alerts on the website of the Exchange.
These delays are common and in most of the cases are solved without any action from the user after some hours. However, if the delay is longer than 1-2 days, the user should open a support ticket on the Exchange.
It is a common (but not recommendable) practice of some miners to mine to an exchange address instead to a local address in their Sia-UI software. In these cases, it is important to know if the issue is on the mining pool side or the Exchange side. To discern this, check the transaction on the blockchain explorers (explained in the previous section): if the TX is not in the blockchain, it is an issue of the pool. If it is shown included in a block, it is an issue of the Exchange.
If the transaction is already included in a block of the blockchain (check the first section) but it is not showing up on your Sia-UI client, try this troubleshooter:
Abouttab. Current version can be downloaded here. Older versions of the software might be incompatible with the current blockchain due to a previous hardfork, and so not being able to show new incoming transactions. For example, since January 2018 only versions 1.3.1 and posterior are compatible. Update to the last version of Sia, following these instructions.
If these 3 steps have failed, you might need to force the software to re-scan the blockchain to find the missing transaction: in a very limited and rare number of cases, the Sia software might skip one transaction in the wallet. You can force Sia to find those transactions by any of the following two methods. It is essential you have your recovery seed for this. Do not proceed unless you are completely sure your recovery seed works unlocking your wallet, as if you are using a custom password, the password will not unlock anymore your wallet. To check your seed is valid, first lock your wallet and then try to unlock it using your seed instead of your password. You could lose your funds if the seed you are using is not valid.
Aboutand click on
Show Sia Data. A folder will open on your Operating System
siasubfolder and move the
walletfolder to any other location (or just rename it). Be sure no folder with the name “wallet” remains in the original location
Wallet tab, click on
Recover seed. Sia will re-scan the blockchain. Depending on your hardware, the process will take from 15 minutes to some hours. Be patient and don’t close Sia during the re-scan
Aboutand click on
Show Sia Data. A folder will open on your Operating System. Open the subfolder
cd /$HOME/Library/Application\ Support/Sia-UI/sia/
setfollowed by the number you obtained on step 8. In Windows, this is an example of the command:
recover-windows.exe set 2