My chart and balance page is not loading, what should I do?
If you are experiencing error messages on your screen while on Bitfinex or having difficulty loading your chart or other parts of the site, there are two steps you can take before contacting support.
Check your Browser
Step 1: Completely close your web browser (not just the current window).
Step 2: 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
After doing this, do you still encounter the issue?
Have you tried using a different web browser (Chrome / Firefox etc)?
You can check if the device you are using is supported by Bitfinex on Supported Browsers & Platforms and it is the updated versions.
Check your Connection
Connection issues can be the fault of either (1) a security extension blocking your accessibility, or (2) an issue with your network.
You should try and check if you have any security software extensions (anti-virus programs with firewalls) running that might prevent you from loading content from Bitfinex.com
The connection error might also be caused by your local setup (router/firewall/ security software), but could also be caused by your internet service provider.
To find the cause, you could try:
1) connect using the same network, but a different computer/device;
2) connect using a different internet connection but the same computer/device
If 1) allows you to use the platform without the issue reoccurring, the issue is most likely caused by the computer you normally use (firewall/security software). In this case, you should check what software may be causing this issue.
If solution (1) shows the same behaviour on a different device, the issue is likely caused by your network setup or by your internet provider. If so solution (2) most likely will not cause the issue to arise.
If you are using a VPN,
Please ensure that if you are using a VPN connection, your connection is stable, and your IP's origin does not belong to a country that has blocked Bitfinex/Ethfinex's domain.
Also note that few browsers such as Opera, operate with a built-in VPN.
If you are using a third party emulator?
If you are using a third party emulator or VM to connect to Bitfinex, this may have an effect on the platform's performance and may influence the readability of site data and/or charts. If you have persistent platform issues, we recommend disabling any of the above and re-attempting your connection using a stable/static client.
Contact our support team with screenshots and/or video if the issue persists.
I cannot see my balance, where can I check this?
If you are experiencing problems loading your balance page, you can check your balances on different sections as directed below:
- Navigate to the wallet section of the reports page to see the full rundown of each of the three wallets we provide.
- Go on the reports page and extract the information from each of the currencies within the ledger section.
- The wallets column on the top bar of Bitfinex screen shows the list of all currencies on Bitfinex along with the total amounts and available balance.
If you continue to have problems loading your balance page please contact our support team with a screenshot or video of the issue you are facing.
