Wallet connection & transaction help

My wallet will not connect

Close and reopen the game and wallet app.
Unlock the wallet and check that BNB Smart Chain Mainnet is selected.
Select the address linked to this game account. Another address will not replace the existing link.
Open the game’s connection panel and try the appropriate QR or direct-app method.
Review the request in the wallet and return to the game after approval.

If QR Login is offered, it can connect the game on one device to a wallet on another device. Ensure you are scanning the current code from your own connection attempt.

The wallet control is missing

Wallet and NFT controls can differ by platform, app build, region, or service settings. A missing button does not by itself show that your wallet has been disconnected or that your account has lost its NFTs.

Use the latest official app and check the guidance available in your version. The older guide describes an Alopex / “Call the Fox” route; its availability depends on the app’s current rules. If your app does not offer a wallet connection route, contact Support with your platform and app version rather than trying to bypass the app’s restrictions.

A transaction is pending

Open the transaction in your wallet and follow its block explorer link. Record the transaction hash and check whether the transaction is pending, successful, or failed. A wallet confirmation prompt is not proof that the blockchain transaction has succeeded.

Network congestion and transaction fees can affect processing time. Do not keep submitting the same operation while its result is unknown. If a delay persists, send Support your nickname, transaction hash, network, and approximate time. The previous support guide uses 30 minutes as an escalation point; this is not a guarantee of blockchain completion within that time.

The wallet approval does not proceed

Reopen the wallet, check the selected account and network, and inspect the transaction’s status. If the wallet shows a pending transaction, use the wallet provider’s current instructions before changing its fees.

MetaMask offers speed-up and cancellation tools for eligible pending transactions. These can require a replacement transaction and a higher fee. A confirmed blockchain transaction cannot be undone using the pending-transaction cancellation tool.

Read MetaMask’s current pending transaction instructions →

Do not reduce the gas limit just to make a displayed fee smaller; an insufficient limit can cause a transaction to fail. If the meaning of a wallet request is unclear, ask the wallet provider or EXTOCIUM Support before approving it.

My purchased or minted NFT is missing in the game

First check that the wallet address and network are correct. Then check the transaction result and the NFT ID in the wallet or block explorer. A confirmed blockchain transfer and the game’s displayed ownership may update at different times.

If the blockchain shows the expected ownership but the game does not, contact Support with your nickname, NFT ID, transaction hash and approximate time. Support can investigate the mismatch; do not purchase or mint another copy solely to refresh the display.

The app closes during connection

Send your device model, operating system, game app version, nickname, and the point at which the app closes. Include the wording of any visible error. For transaction problems, add the public transaction details above.

Do not send passwords, private keys, or recovery phrases. Open EXTOCIUM Support or email extocium@extocium.com.