Can't transfer funds from one account to another on Envoy

Envoy
1

Support Request Template - If you are seeking support, try to answer the following questions when creating your topic. It will vastly improve the speed at which someone can help. If you do not require support, delete this text and create your own topic intro.

  • What are you trying to achieve?

    Transfer funds from Passport Prime wallet to Mobile walllet on Envoy

  • What steps are you taking to try and achieve this?
    Using the latest 2.3.0 on Envoy and 1.3.0 on Passport Prime. Have 2 wallets on Envoy and trying to transfer 40€ from the Passprime one to the Mobile one using the ‘transfer’ feature

  • What are you seeing or experiencing to suggest that something is wrong?
    Transaction does the followingf steps:

    • Connected to Passport Prime
    • Transaction Transferred
    • Waiting for signing
      And goes into infinite wait before timing out with the message: Foundation servers unreacheable.

  • What version of Envoy are you using?
    Using the latest 2.3.0 on Envoy

  • Does your query relate to the mobile wallet or a Passport account?
    Mobile wallet and Passport account

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@zetruenando in the Envoy privacy screen do you have ‘Improved Privacy’ or ‘Better performance’ enabled?

While you’re there could you confirm what the personal node is set to?

3

Certainly. Better Performance & Foundation for both Node and Block Explorer

4

I know its cliche, but have you tried restarting both Passport Prime and the Envoy app to see if the issue persists?

If you have could you please send through copies of your logs so our engineers can investigate?

Envoy - Two horizontal lines in top left > Settings > Advanced > View Logs (please attach them as a file, do not paste the whole thing into the body of the email)

Passport Prime - Two lines bottom left > Settings > Advanced > View Logs (Export as a file, move to Airlock, then connect to your computer)

5

Thanks for helping out here.
Can you please remind me the email address I should use to send these?

Thanks

Fernando

6

hello@foundation.xyz

Please link to this thread for context

7

Done!

8

Hi Fernando,

Thanks for sending those through, they were genuinely useful. There look to be two separate things going on, and I’ve raised both with our engineers.

The first is the transfer itself. At the point where you hit send, Envoy could not see an active QuantumLink connection to your Prime, so the transfer was abandoned. The problem is that it does that silently, which is why you get the endless “waiting for signing” rather than an error telling you what happened. Your Prime logs also show the QuantumLink heartbeat dying while Bluetooth stays connected, so the two look connected but are not actually talking.

The second is separate: your phone is not resolving our server addresses at all. That is what produces the “Foundation servers unreachable” message, and it is why your accounts are not syncing either.

Three things that would help:

1. Was your Prime unlocked? When you tried the transfer, was the device awake and unlocked the whole time, or had it locked or gone to sleep while you were waiting? We can see one earlier signing attempt fail because the device was locked when the request arrived.

2. Quick DNS test. On the same phone, with Wi-Fi on exactly as it was, open your browser and go to:

https://mempool.foundation.xyz

If that fails to load, we’ve confirmed it’s a network or DNS problem rather than anything in the app. If so, worth trying in this order: switch to mobile data and load it again, then try your Wi-Fi with a different DNS server (1.1.1.1 or 8.8.8.8) in your phone’s Wi-Fi settings. Let me know which of those works.

3. Have you tried unpairing and re-pairing? If not, it’s worth doing. On Prime, open the settings menu (two lines, bottom left), tap the connection status and choose to disconnect or unpair. Then on your phone go into Bluetooth settings and forget the Passport Prime device. After that, reconnect from scratch in Envoy.

That last one clears out any half-finished pairing state and is the most likely thing to get you moving again.

Thanks,