Troubleshooting & FAQ
Account & Login
Section titled “Account & Login”| Problem | Solution |
|---|---|
| Can’t sign in | Check email/password, clear cookies, try incognito mode |
| Didn’t receive PIN | Check spam folder, wait 2-3 min, click Resend PIN |
| PIN expired | PINs last 30 minutes — click Resend PIN for a fresh one (60-second cooldown between resends) |
| Forgot password | Click Forgot Password on sign-in page, follow email instructions |
Wallet Issues
Section titled “Wallet Issues”| Problem | Solution |
|---|---|
| Modal doesn’t appear | Refresh page, disable popup blockers for shiru.io |
| ”User rejected” error | You declined the signature — try again, click Approve |
| Wrong address connected | Disconnect, switch account in wallet app, reconnect |
| Connection timeout | Check internet, restart wallet app, try same-device connection |
| Chain mismatch | Approve the network switch when prompted, or switch manually |
KYC/KYB
Section titled “KYC/KYB”| Problem | Solution |
|---|---|
| Verification taking too long | Standard review: 1-3 business days. Contact dev@shiru.io if longer |
| Rejected submission | Check email for reason — usually blurry photo, expired ID, or mismatched names |
| Wrong document uploaded | Resubmit through the KYC/KYB section — new upload replaces the old |
Dashboard
Section titled “Dashboard”| Problem | Solution |
|---|---|
| Shows onboarding instead of portfolio | Complete all steps: email verify → KYC → survey |
| Portfolio value not updating | Real-time data has 1-5 min delay. Refresh page. Check wallet connection |
| Charts not loading | Refresh page, check internet, try different browser |
Frequently Asked Questions
Section titled “Frequently Asked Questions”Is Xiru free? Creating an account, connecting wallets, and AI recommendations are free. On-chain transactions (rebalancing) incur standard blockchain gas fees.
Does Xiru have access to my crypto? No. Xiru uses read-only wallet access to view balances. You control your private keys. All transactions require your explicit wallet approval.
What blockchains are supported? Ethereum, Arbitrum, Polygon, Optimism, Base, and BNB Chain (BSC).
Can I use Xiru on mobile? Yes — shiru.io works in mobile browsers. For wallet connection on mobile, use your wallet app’s built-in browser or scan the WalletConnect QR code.
How do I contact support? Email dev@shiru.io or join the #shiru-frontend Slack channel.
Is my data secure? Yes. All communication uses HTTPS, credentials are encrypted, and tokens auto-clear on logout. See Architecture Overview for details.
Can I change my survey answers? After submission, contact support to retake the survey if your investment preferences change significantly.
What happens if I disconnect my wallet? Your on-chain assets are unaffected. Only the link between your wallet and Xiru account is removed. You can reconnect anytime.