— My chart and balances are not loading. What should I do?
Suppose you see an error message such as “Websocket connection is offline”. In that case, this is most likely due to a network connection error or a browser loading error that has caused you to disconnect from the Bitfinex server.
How to locate a loading issue on Bitfinex
Step 1: Check your connection
— Test your devices and internet
A connection error may be caused by either your local internet setup (router/firewall/security software) or your internet service provider.
To find the cause, you can try:
- Connecting using the same network but a different device.
If trying this allows you to use the platform without issues, the device you usually use is likely causing the connection issues. In this case, you should check what software on your device may be causing this issue.
If the issue still occurs after changing to a different device, the problem is likely caused by your network setup or your internet provider. - Connecting using a different internet connection, but the same computer/device.
If trying this allows you to access the platform without issues, the problem is likely caused by your network setup or your internet provider.
— Check for VPN
Using a Virtual Private Network (VPN) may also affect your internet connection. Please ensure that your VPN IP address does not belong to a country that has blocked the Bitfinex domain or has been blocked by Bitfinex. For more information on Prohibited Jurisdictions, please view the Bitfinex Terms of Service.
Note: Some browsers, such as Opera, operate with a built-in VPN.
— Use of a third party emulator
If you are using a third party emulator or virtual machine (VM) to connect to Bitfinex, this may affect the platform's performance and influence the readability of the site data and/or charts.
Step 2: Check your browser/device
— Update your browser/device
For the best trading experience possible, we advise that you keep your browser updated to the newest version. You can check if the device/browser/version you are using is supported here in our guide on What browsers and operating systems does Bitfinex support.
— Clear cache
The more information saved on your browser in your cache, the slower your device will be when browsing websites such as Bitfinex. Deleting the cache data helps to troubleshoot and helps to increase the loading time of the platform.
How to clear cache
1. First of all, completely close your web browser (not just the current window).
2. Then, relaunch the browser and clear your browsing cache:
- for Firefox: https://support.mozilla.org/en-US/kb/how-clear-firefox-cache;
- for Chrome: https://support.google.com/chrome/answer/95582?hl=en;
- for Safari on Mac:
https://support.apple.com/guide/safari/clear-your-browsing-history-sfri47acf5d6/mac.
If the issue persists, try using a different Bitfinex supported browser.
— Check security extensions
Check if you have any security software extensions running on your browser that might prevent you from loading content; some anti-virus programs with firewalls may restrict website content.
— I cannot see my balance. Where can I check it?
If you are experiencing problems loading your Balance page, you can check your balances on different sections as directed below:
1. Go on the Reports page and extract the information from each currency within the Ledgers section.
2. Access the Wallets page on the tab on the top bar of the Bitfinex interface. The Wallet page shows the list of the currencies you own along with the total amounts and available balance.
If you continue to have problems loading your Bitfinex account information, please contact Bitfinex Support and provide us with a screenshot or video and a description of the issue you are facing. We will be happy to help!
