Troubleshooting and support

• Use a wallet that supports Digi-ID. A wallet that cannot scan or open a Digi-ID request cannot sign you in. See Wallets and Digi-ID.
• Use a fresh request. A request to sign a proof lasts five minutes and works once. If the page says The signing request expired or was already used, start again for a new one.
• Signing by hand: use the right address and the exact message. If the page says the signature does not verify, sign with the address the page names (your sign-in address), and copy the message exactly, with nothing added or missing.
• Already signed? A signed proof cannot be signed again.
• Still failing with a supported wallet? DigiStamp checks every signature with its DigiByte node, and cannot accept any while that connection is down. Try again later, and tell the team if it lasts.

• The payment has not confirmed yet: it counts once it has one confirmation. Wait for a block and paste the transaction ID again.
• No payment of at least the stamp fee was found: check in your wallet that you pasted the ID of the payment itself, that it went to the fee address shown under Blockchain stamp on that proof’s page, and that at least the amount shown arrived in that one transaction. See Paying the right amount.
• That payment was already used: each payment pays for one proof only.
• The proof is a draft: publish it first. Only a published proof can be stamped.

• Queued: your proof waits for the next batch before its transaction is sent.
• Pending: the batch’s transaction is waiting for confirmations. The page shows how many it has. You can close it; DigiStamp keeps checking.
• Stamping is not configured: if the page says so, this site has no fee address set up, and no stamp can be requested for now. Don’t send a payment.

More in If a stamp is slow.

The copy you checked is not byte for byte the same as what was proved. Common reasons: the file was re-saved, converted, compressed or edited; it is a different version or a scan; or, for text, a space, line break or character differs. Find the original copy and check that. See Keep your original.

Nobody can fix a mismatch: the fingerprint is the whole proof, and a different fingerprint means different content.

• Telegram: ask in the DigiStamp Telegram group.
• Feedback form: use Feedback at the foot of any page on Assets, DigiStamp’s marketplace. Signed in with the same Digi-ID account, you can see what you sent and any reply in your Assets profile.

• the proof’s certificate link or proof ID (shown on its page);
• what you did and what you saw, with the date and time;
• for a payment, the transaction ID from your wallet and the address you sent to;
• for a stamp, the anchor transaction ID if the page shows one.