Troubleshooting & FAQ

Common issues and solutions for Shiru users.

Check email/password — use the exact email you registered with
Caps lock — ensure it’s off when typing your password
Clear cookies — try clearing browser cookies for xiru.vercel.app
Try incognito mode — rules out browser extension conflicts

I didn’t receive my verification PIN

Check your spam/junk folder
Wait 2-3 minutes — email delivery can be delayed
Click Resend PIN on the verification screen
Ensure your email address is correct (no typos)

My PIN expired

PINs expire after 24 hours
Click Resend PIN to get a fresh one
Complete verification promptly after receiving

I forgot my password

Click Forgot Password on the sign-in page
Follow the email instructions to reset

Wallet Issues

Disable popup blockers for xiru.vercel.app
Try a different browser (Chrome recommended)
Clear browser cache and reload the page
Check if another wallet popup is open behind your browser

”User rejected” error

You declined the signature in your wallet — try again and click Approve/Sign
This is normal — Shiru asks for permission and respects your choice

Wrong wallet address connected

Disconnect the current wallet (Settings → Connected Wallet → Disconnect)
Switch to the correct account in your wallet app
Reconnect through Shiru

Wallet connection timeout

Check your internet connection
If using a mobile wallet with QR code, ensure both devices are online
Restart your wallet app and try again
Try connecting on the same device (browser extension) instead of QR

Chain/network mismatch

Shiru supports 4 chains — your wallet may prompt you to switch
Approve the network switch when prompted
Or manually switch in your wallet to a supported network

KYC/KYB Issues

My verification is taking too long

Standard review: 1-3 business days
If longer, contact support at dev@shiru.io with your registered email

My verification was rejected

Check email for specific rejection reason
Common reasons: blurry photo, expired ID, mismatched names
Resubmit with corrected documents

I uploaded the wrong document

You can resubmit through the KYC/KYB section
Previous submissions are replaced

Dashboard Issues

Dashboard shows onboarding progress instead of portfolio

Complete all onboarding steps: email verify → KYC → survey
Check which step is incomplete and finish it

Portfolio value not updating

Real-time data may have a short delay (1-5 minutes)
Try refreshing the page
Ensure your wallet is still connected

Charts not loading

Refresh the page — data may need a moment to load
Check your internet connection
Try a different browser if the issue persists

General FAQ

Q: Is Shiru free to use? A: Creating an account, connecting your wallet, and receiving AI recommendations is free. On-chain transactions (rebalancing, swaps) incur standard blockchain gas fees.

Q: Does Shiru have access to my crypto? A: No. Shiru uses read-only access to view your wallet balances. You control your private keys. All transactions require your explicit wallet approval.

Q: What blockchains does Shiru support? A: Ethereum, Arbitrum, Base, and BNB Chain (BSC).

Q: Can I use Shiru on mobile? A: Yes, xiru.vercel.app is responsive and works in mobile browsers. For wallet connection on mobile, use your wallet app’s built-in browser.

Q: How do I contact support? A: Email dev@shiru.io or use the #shiru-frontend channel on Slack.

Q: Is my data secure? A: Yes. Credentials are encrypted, tokens are auto-cleared on logout, and all API communication uses HTTPS. See Architecture Overview for details.

Still Need Help?

Email: dev@shiru.io
Slack: #shiru-frontend
GitHub: File an issue on the project repository