Troubleshooting

An order is still pending

Open the order in HeartDash and review its current state. It may still be waiting for payment confirmation, settlement, a protection window, email verification, or required account setup. Do not create a duplicate order while the first payment is still processing.

A payment completed but the membership is not active

Payment confirmation and membership finalization are separate milestones. Open the related membership record and complete any verification or security task shown. If the record says finalizing, allow the current workflow to finish rather than submitting another payment.

The verification email did not arrive

• Confirm the masked email shown on screen matches the address you intended.
• Check spam, junk, promotions, and filtered inbox folders.
• Search the inbox for “HeartBadge.”
• Wait until the resend countdown finishes, then request one new code.
• Use the most recently delivered six-digit code.

Codes expire after 10 minutes. Do not create another purchase because an email is delayed, and never share a verification code with support.

The email code is rejected

Check that all six digits were entered correctly and that the code has not expired. If you requested another email, use the newest code. Wait for the resend control to become available before requesting another attempt.

A gift recipient did not receive anything

• Open the gift record and confirm it is released for delivery.
• Confirm the recipient email is correct when the gift targets one person.
• Use the existing resend or copy-link action when available.
• Do not purchase another gift solely because an email is delayed.

A gift link does not work

Review the gift record for its current status. The gift may be pending, claimed, revoked, unavailable, or exhausted if it came from a multi-unit distribution. Use only the complete official claim link. Treat claim links as private access links and do not post them publicly unless the distribution was intentionally created for public claiming.

A group invitation did not arrive

Review the existing seat assignment before issuing another one. Confirm the recipient address, then use the resend or copy-invitation action when shown. A second assignment can consume another seat without fixing the original delivery issue.

A group seat cannot be reassigned

Reassignment depends on the seat state. A claimed, finalizing, or active seat may not be reusable. Review the actions offered in the seat record. Revoking access does not automatically restore inventory or create a refund.

Send is locked

Review Account Security in HeartDash. Sending generally requires a verified email plus a passkey or authenticator 2FA. Refresh HeartDash after completing the required steps and follow any additional instruction shown for the transfer.

Cashout is locked

Cashout requires the security checks and destination setup shown in HeartDash. A destination change may require authenticator 2FA specifically. Complete each displayed requirement before retrying.

Solana setup is blocked

Adding a Solana wallet can require authenticator 2FA. Set it up from Account Security, save the backup codes, then return to destination setup. Do not send funds to a wallet until HeartDash confirms it was added correctly.

A passkey prompt failed

• Confirm you are on the official HeartBadge site.
• Try the browser profile, platform account, or device where the passkey was saved.
• Make sure device unlock and Bluetooth are available when cross-device approval needs them.
• Try another registered passkey or accepted authenticator method.

An authenticator code is rejected

Authenticator codes change quickly. Set the device date and time to update automatically, wait for a fresh code, and try again. Make sure you are using the authenticator entry created for HeartBadge rather than the email code. Use an unused backup code only when the prompt offers that option.

A balance cannot be sent

Check whether the balance is marked restricted, unavailable, pending, or non-transferable. Also confirm that the security requirements are complete and that the destination and amount are valid before retrying.

A notification keeps returning

Open the record linked by the notification and complete the underlying task. Marking a notification as read does not resolve a pending payment, verification step, gift claim, seat assignment, or security review.

You see a security change you did not make

Stop approving prompts, preserve any notification or error details, and contact support@heartbadge.com. Do not send support an email code, authenticator code, backup code, passkey, private key, claim link, or full bank credentials.

Still stuck

Contact support with the membership email, order or gift reference when available, badge identifier when available, the action you were trying to complete, the approximate time, and the exact error message shown.