Documentation

Troubleshooting

Fix common problems with sign-in, verification, unlocking, imports, charts, and billing.

Start with the section that matches the problem. If none of these steps help, contact support with the details listed at the end.

I cannot sign in

  • Email not verified — login is blocked until you verify. Use Resend verification email on the login form. Resending is blocked for 5 minutes after the previous email.
  • Verification link expired — links expire after 30 minutes. Request a new one.
  • No verification email — check spam and confirm you used the right address. Unverified accounts receive a reminder after 6 days and are removed after 7 days.
  • Wrong password — use Forgot password? on the login screen.
  • No OAuth buttons — Google, GitHub, or Facebook sign-in appears only when the deployment has OAuth configured.

I cannot unlock the vault

  • Reloading the page or opening a new tab locks the vault. Enter your password on the unlock screen.
  • A password sign-in normally unlocks immediately; OAuth sign-in needs the encryption password you created on first use.
  • The encryption password is separate from an OAuth provider password.
  • If the password is rejected, use the recovery phrase or reset flow described below.
  • BullionFolio cannot decrypt or recover transactions for you.

I forgot my password

  1. Choose Forgot password? and request a reset link.
  2. Open the link within 30 minutes.
  3. Enter a new password that meets the policy: at least 12 characters with uppercase and lowercase letters, a number, and a special character.
  4. Enter your 24-word recovery phrase when the form asks for it.
  5. Submit the reset.

All active sessions are signed out.

If the reset link has expired, request a new one. If you do not have the recovery phrase, see the next section.

I lost my password and recovery phrase

Encrypted transactions cannot be recovered without one of them. The only option is Permanently delete all my transactions on the reset form.

That clears the encryption keys and deletes the transactions, but keeps the account and email. It cannot be undone. After resetting, set up encryption again and re-import or re-enter past transactions.

My import fails

  • Missing required column — the generic CSV needs date, type, weight, metal, total_cost, currency, and purity. Header names are case-insensitive.
  • Invalid row — hover or read the row error in the preview. Common causes are a date format, missing weight unit, unsupported currency, or a purity that does not match the metal.
  • No data rows — the file has a header but no complete rows, or rows have fewer cells than the header.
  • Unsupported file — the generic importer accepts .csv; the BullionVault importer accepts .pdf and .csv.
  • No Deal list section or no transactions found — confirm the PDF is a BullionVault statement, or use the accounting-ledger CSV format.
  • Too many rows — split the import into batches of 5,000 or fewer.
  • Duplicates after a generic CSV import — generic rows have no deal ID and are not deduplicated. Delete the repeated rows.
  • BullionVault deal already imported — the preview marks it Imported and excludes it. Deal IDs prevent duplicate BullionVault rows.

Raw import files are parsed in the browser and never uploaded. See Importing transactions for the column reference.

A transaction shows an unexpected value or weight

  • Currency — the transaction stores the currency you selected. Display totals use your preferred display currency and a conversion rate.
  • Weight unit — transaction entry accepts grams or troy ounces. The ledger and dashboard display in your preferred unit, so the same holding can look different after a preference change.
  • Purity — net weight is gross weight times the purity factor, rounded to the nearest gram.
  • Commission — the net rate is total paid minus commission, divided by net weight.
  • Sells — a sell reduces net weight and is subtracted in the filtered totals and breakdowns.

Edit the row with the pencil icon if the stored values are wrong.

The dashboard or a chart is empty

  • Add at least one transaction; the dashboard builds from the ledger.
  • The performance page uses daily market history. It can be empty if history has not loaded yet.
  • The header spot strip refreshes about every 10 minutes while the tab is visible. A hidden tab pauses polling and refreshes when you return if the data is stale.
  • No prior close to compare means there is no earlier daily close for the daily-change calculation; it is not an error.

Prices look stale

Spot prices refresh about every 10 minutes while the tab is visible. Check the as of label in the header.

Performance charts use daily closes, and weight history follows your transactions. Neither is the live spot price, so the values can update on a different schedule. The differences are expected.

I am redirected to Billing

This happens when the trial has ended or the subscription has reached its cancellation date. Data routes are blocked until there is an active subscription.

  • Choose a plan and complete the Paddle checkout.
  • If a payment failed, use Update card.
  • If you canceled and the end date has not passed, use Resume subscription.

Your portfolio is not deleted when the trial ends. If billing is not configured on the deployment, the Billing page says you have full access.

Contact support

Email support@bullionfolio.com from the address you used to sign up.

Include:

  • The page or feature involved.
  • What you expected and what happened.
  • The exact error message, if there is one.
  • The approximate time of the problem.

Do not send your password or recovery phrase. Support cannot recover encrypted transactions.

← All guides