Frequently Asked Questions

Find the answers to your most pressing questions.

Getting Started

Is CryptoBridge a wallet or an account?


It is actually both! If you had a password given to you, you’ve created a cloud account. If you created your own password, you have created a local wallet. We recommend creating a local wallet assuming you create a strong password. Always download a backup of your wallet to a safe place.

What is the difference between a local wallet and a cloud account?

Think of a cloud account and local wallet as essentially different types of ‘bank accounts’. The cloud account allows you to access your funds from any computer using your username and 45 character generated password. Be sure you only input your login information to the correct URL:
The cloud account offers ease of use whereas the local wallet offers superior safety as your account can only be accessed from that particular computer. The local wallet has been compared to hardware wallet.

Are there fees for canceling orders?

CryptoBridge is built on the BitShares blockchain. Nearly every operation on the network requires a tiny fee in BTS. Here is our blog post regarding the various fees. A complete list is available on the trading interface itself itself.

Why won't the app load?

Check your computer clock and make sure it is correct. You can also try refreshing the app or go to Settings –> Access to select another node.   If you’re using the web wallet, be sure you clear your cache to ensure you’re loading the newest version.


Should I backup my password?

Absolutely! A couple of different back ups is even better, provided only you have access to them.


I lost my password. Please recover it!

Unfortunately, there is no way to recover your password with a cloud account. You are given a computer-generated 45 character password when you create your cloud account, if you lose that password there is no way for you (or anyone else) to access your account.   If you’re using a local wallet you can restore your account from a local wallet key or brain key if you backed them up. If you did not do so, there is unfortunately no way for you to restore access to your account.

How do I restore a local wallet with a.bin file or brainkey?

To restore your local wallet open the CryptoBridge app, click on settings-> restore and choose your .bin file, or manually type in the brainkey. You will be prompted to enter in your original password. Your local wallet will be restored.  Please remember that your crypto finances are your responsibility. Plan and prepare!

I have my password, but I cannot log in. How can I log in?

If you use a local wallet, try to restore from your backup (.bin file). If you use a cloud wallet, enter your username and password manually (don’t use the auto-fill function of browser).

I wrote down my password that I got from the permissions page, but I cannot log in with that password. Why?

It is very possible that you have written down your private key instead of your password. Your private key is NOT your password.   If you created a cloud wallet, your password is an auto-generated 45 character password shown when you created your account. That is the only time you will be able to see and record your password. If you created a local wallet, you are given the opportunity to create your own password but you must still record a backup of you keys, brainkey, username and password. Should you need to restore your local wallet you will need those backups. Without them no one will have access to your local wallet account.

Transactions & Fees

Where can I find a TXID for my withdrawal?

Currently there is no way to find the TXID within CyrptoBridge (but the developers may be adding that function in the future). To find your transaction ID put the wallet address into the explorer of the coin that you are trying to withdraw to.

How do I find the coin explorer?

How can I see all my transaction history?

Using the Applications Safely

What kind of updates do I need to use CryptoBridge?

You will need to ensure you are using the most current client for the local wallet, which is found in our official Github:

When using the web wallet, make sure you are only using the correct URL by checking it carefully each time you log in:

What are BitShares Proposals? Should I accept them?

Recently there have been malicious proposals in the wallet designed to fool users into handing over their accounts. Do not accept any proposals unless you are entirely certain you know what you are doing. The developers are currently implementing changes to the UI to reduce your exposure to this risk, but you should still be aware of it. 

Here is where you will see proposals to update your account:

Information about KYC

Why am I required to submit information about my identity?

Please visit this page for an expanded FAQ.

How do I get verified?

A step-by-step guide is available here.

Still did not find your answer?

Additional resources can be found in our FAQ, Announcements and other help channels on Discord:

Join our fast growing community to discuss cryptocurrency trading and get the most out of your CryptoBridge experience!