Troubleshooting and Advanced Features

Logging In

Lost or Incorrect PIN


If you have lost or forgotten your PIN, you will need to use your mnemonic to log in. We cannot tell our users their PIN because we do not store it on our database.

Keep in mind that each PIN is specific to the app installed on a particular device, and is not universal across multiple apps that access the same wallet. The PIN that you use to access your wallet from your iPhone is not necessarily the same as the PIN that you use to access your wallet from your Desktop.

If the PIN is incorrectly entered three times in a row, the app will assume that a malicious party is trying to gain access to the device, and will no longer accept attempts to access by PIN. In this scenario, one must use their mnemonic to access their wallet on that device.

App No Longer Accepts PIN


If your app no longer accepts your PIN, first check to see if the network selected in the middle of the landing page page is the correct one, i.e. you should see Bitcoin if you created the wallet and PIN on Bitcoin mainnet, or Liquid if it was a Liquid wallet. Select the correct network to have the app accept your PIN.


If the PIN login option is not available, then it means that your PIN has been reset, and you will need to use your mnemonic to log in.

This can happen for a variety of reasons including (but not limited to):

  • someone entering a PIN incorrectly 3 times in a row

  • changes to the base operating system by mobile carriers/mod authors that introduce bugs or incompatibilities in the native PIN API

  • bugs in the phone’s firmware (or networking stack after entering the PIN incorrectly only once)

  • damage to the phone’s filesystem from physical shocks such as being dropped or getting wet

  • settings being overwritten by malware

  • incorrect or incomplete OTA system upgrades or app updates

  • unexpected phone power loss

The remedy is the same regardless of the cause: you must use your mnemonic to log in again .

Trouble Entering Mnemonic

When entering your mnemonic, enter the words all in lowercase. After you have typed all 24 words, you can press the submit button.

If you are trying to enter your mnemonic and it is not working, then one of three error messages should appear.

Invalid Words

The first possibility is that one or more words are not valid under the mnemonic scheme that we use. Typically, the words are just misspelled, and they are highlighted in red or strikethrough.

Correcting or changing the erroneous word(s) may make your mnemonic correct again.

You can also find the list of valid words at:



You may wish to try with similar looking words if one of your words is not written down clearly.

If you are missing a word or they are in the wrong order, then you will need to attempt to recover them using a wallet recovery service or tool, but this is beyond the scope of support that we can provide.

Also, make sure you are using the latest version of the wallet and that you are using lower case (small letters) and no commas or other whitespace such as tab, leading or trailing whitespace.


If you are copy and pasting your mnemonic into the text box, please try typing them as sometimes they may have been saved in an incorrect encoding.

Out of Order Mnemonic Words

The second possibility is that the words that you have entered are valid words in the mnemonic scheme, but that one of the words is incorrect (though still a valid word) or they are in the wrong order. One or more of the words are incorrect, but the app doesn’t know which one since they are all potentially valid words.

As with the previous error, you may wish to try and investigate which word(s) may have been recorded incorrectly.

Not a Blockstream Green Wallet (GreenAddress) Mnemonic

The third possible error is that the mnemonic is valid, but it doesn’t match anything in our database. There are several possible causes for this.

It can happen if someone tries to enter a mnemonic from their Blockstream Green testnet wallet. The testnet and mainnet versions of the wallet are completely separate and function on different networks.

Another possibility is that the mnemonic entered corresponds to a valid private key that was generated by a Blockstream Green wallet, but that the wallet has since been deleted by its owner.

Lastly, an error message will appear if someone is trying to restore a wallet that was created by a separate service. Because Blockstream Green wallets use a special 2of2 multisig address type, mnemonics generated by other services aren’t compatible with our system. (If you wish to move all coins from an existing non-Blockstream Green wallet into a Blockstream Green wallet, then you can send them in a transaction, or use the sweep function.)

Lost or Incorrect Mnemonic


If for some reason you have lost your mnemonic, or you suspect that your record of your mnemonic has been damaged or tampered with, and if you are still able to log into your wallet with a PIN, then you can view your mnemonic from the settings page to double-check or re-record them.

If, however, your wallet no longer accepts your PIN, which can happen for a variety of reasons, and you have lost your mnemonic, we are unable to assist you in accessing your wallet. In this situation, your coins may be permanently lost, unless you can recover your mnemonic.

In the Bitcoin world, it is unfortunately common for users to erroneously record their 24-word mnemonic. One way to avoid this is to double-check that you have correctly recorded by installing a fresh version of our app on a different device and then testing it there to see if it works.

Lost Device or Accidental Uninstallation

If the only device you use to access your Blockstream Green wallet is lost or stolen, or for some reason the program gets uninstalled or deleted, you will need to install a fresh version of the app on some device, and use your mnemonic to restore your wallet.

Once the app is installed, do not choose the option create a new wallet. Instead, you can restore your existing wallet by entering its mnemonic that you have already recorded.

After this, the app will ask you to create a PIN for that device. It can be the same as the old one, or you can choose a new one.


This procedure can also be used if you simply wish to be able to access a single wallet from multiple devices.

Watch-Only Mode

Watch-only mode is a feature that allows the owner of a wallet to create an alternative login method that can view the activity on a wallet without being able to change any crucial settings or send coins.

This can be useful for situations if you want to let someone else access your wallet to get a receiving address or confirm for you that coins have been received.

You can add a watch-only login under the “Network” section of settings. Select “Watch-Only Login”, and then you can create the new username and password, and press save.

You can return and edit this anytime you are logged in as the wallet’s owner.

To log in with the watch-only login, you need to return to the Onboarding screen by logging out of the main wallet. Then, instead of entering your PIN or mnemonic, tap or click on the eye icon on the top right corner of the home screen.


This will prompt you to enter the username and password that you chose in settings, and will grant access to a limited version of the wallet only for viewing transaction history, receiving transactions, or sweeping a paper wallet or WIF private key.


You can safely give this username and password out to anyone else who you want to be able to view your wallet’s activity, without having to trust them not to steal - they will be unable to ever send coins out of your wallet using this login information.

Setup PIN and Touch/Face ID

Under Settings->Network, you can find an option that allows you to disable your PIN to log in.

If you choose to disable the PIN login you will need to enter your full 24-word mnemonic every time you wish to access your wallet on that device. This can be useful for a situation where you suspect someone may have access to your device and may be able to guess your PIN.


You can also quickly disable, and then immediately enable again as a method to change your PIN.

Depending on your phone, you may also have an option for Touch or Face ID, which can be easily toggled on and off here.

Two-Factor Authentication

Best Two-Factor Authentication Practices

Properly managing your Two-Factor Authentication is one of the most important parts of using your Blockstream Green wallet, so we strongly recommend that you follow all the guidelines outlined here.


Two-Factor authentication is the security method you use to authorize our server to provide the second signature for transactions. This means that in order for someone to steal coins from your wallet, they would need to steal your private key (by learning your mnemonic, or logging into your device with your PIN), and gain access to at least one of your Two-Factor authentication methods.

This is how Blockstream Green offers a higher level of security over other single- signature wallets, which are compromised the moment someone else learns their mnemonic.

This means, however, that if you lose access to your Two-Factor authentication methods, your coins can get stuck for long periods of time (~90 days by default).

For best practices, we strongly urge our users to:


  1. Set up your Two-Factor authentication methods as soon as you set up your wallet.

  2. Only use a permanent email or phone number that you will retain access to indefinitely.

  3. Set up at least two different Two-Factor authentication methods. This allows you to retain access even if one of your methods fails.

Many of the most common problems that users of Blockstream Green face can be avoided by following those basic practices.

Changing Your Two-Factor Authentication Settings

Your Two-Factor authentication settings are all managed through the “Settings” page, under the Two-Factor section.


Set up new Two-Factor authentication method:

  1. Choose your preferred method (Email, SMS, Phone Google Authenticator) and toggle the switch on to enable it;

  2. Input your first 6-digits Two-Factor authentication code.


Change an existing Two-Factor authentication method:

  1. Switch off the Two-Factor method you wish to change;

  2. Confirm the action by providing a Two-Factor 6-digits code of any active method;

  3. Switch back on the Two-Factor method you wish to change.

Here, you will find 4 different Two-Factor authentication methods:


If you already had another Two-Factor authentication method set up, you will need to use it to confirm that you wish to make a change.

As long as at least one Two-Factor authentication method is active, you will always need to provide Two-Factor authentication confirmation for further changing your Two- Factor authentication methods settings, or for sending any transactions.


Email is a very simple Two-Factor authentication option to set up.

Toggle the email option under settings->Two-Factor Authentication to activate it.


If you have any other Two-Factor authentication methods already activated, you will first need to confirm with one of them that you wish to add a new Two-Factor authentication method.

Once it is enabled, you can confirm any Two-Factor-authentication-secured action by entering the 6-digit code sent to your inbox.

Emailed confirmation codes expire after 5 minutes, so be sure to check your email and enter them soon after they arrive.

If you aren’t receiving your emails, be sure to check your spam folder, or otherwise contact your email provider in case they are being blocked somehow.


You can also have Two-Factor authentication codes sent to your phone by SMS message.

Toggle the SMS option under settings->Two-Factor Authentication to activate it.


If you have any other Two-Factor authentication methods already activated, you will first need to confirm with one of them that you wish to add a new Two-Factor authentication method.

Next, you will need to enter your phone number.


Be sure to include the country code, and do not include any spaces or special characters.

After submitting your number, we will send a 6-digit code by SMS to confirm that it is working properly. After you confirm this number, your SMS Two-Factor authentication method will be activated.

Once SMS Two-Factor authentication is enabled, you can confirm any Two-Factor- authentication-secured action by entering the 6-digit code sent to your phone by SMS. Each SMS confirmation code expires after 5 minutes, so be sure to check your phone and enter it soon after it arrives.


In general, it is a good idea to keep more than one Two-Factor authentication method activated, but this is especially important if SMS is one of your methods.

This is because it is prone to more problems than other methods due to potential issues on the end of the phone carrier, connectivity issues in certain regions, and other issues, making it the least reliable Two-Factor authentication method.

From time to time, users suddenly lose access to their SMS Two-Factor authentication method for a variety of reasons beyond our control (SMS routing issues, service provider changes, etc), but there are several things you can do to reduce the chances of this happening:

  • For obvious reasons, never use a temporary phone number.

  • Also, only set up your SMS Two-Factor authentication method from the location that you plan on usually using it from. It has happened that users have activated their SMS Two- Factor authentication while traveling, only to find that routing issues prevent them from using it when they return home.


The third Two-Factor authentication option is to have our service call your phone to read out the confirmation numbers. It functions similarly to SMS Two-Factor authentication.

Toggle the Phone option under settings->Two-Factor Authentication to activate it.


If you have any other Two-Factor authentication methods already activated, you will first need to confirm with one of them that you wish to add a new Two-Factor authentication method.

Next, you will need to enter your phone number.


Be sure to include the country code, and do not include any spaces or special characters.

After submitting your number, you will receive a phone call at the number to inform you of the 6-digit code. Once you confirm this number, your Phone Two-Factor authentication method will be activated.


For similar reasons to SMS Two-Factor authentication, please make sure that you keep at least one other Two-Factor authentication method activated at all times if you are using Phone as your primary method.

Google Authenticator

The final available Two-Factor authentication method is using Google Authenticator.

To set up this method, you will first need to download the authenticator app on Android or iOS.

Toggle the Google Authenticator option under settings->Two-Factor authentication to activate it.


If you have any other Two-Factor authentication methods already activated, you will first need to confirm with one of them that you wish to add a new Two-Factor authentication method.

Then, you will be prompted with a QR code, which you can scan using your Google Authenticator app. Alternatively, you can also manually enter the code.

Once this happens, every 30 seconds your authenticator app will automatically generate 6-digit codes that can be entered.

One of the main advantages of using this as your Two-Factor authentication method is that you do not need to wait for a message or a call in order to enter the code. Your app will constantly generate them.


If you lose your only device with your Google Authenticator app, you can get permanently locked out of this method.

This is one of the many reasons we suggest that users keep at least 2 different Two-Factor authentication methods activated at all times.


Due to this risk, we also encourage users to backup the QR code and/or the alphanumeric code that is shown in the wallet when you set it up.

This allows you to restore Google Authenticator Two-Factor authentication on another device, using the Google Authenticator App, should you lose access to your first.

If you find yourself having trouble with your Two-Factor authentication (for example, the codes are not working), then please check this support page, as the problem can usually be solved using those suggestions.

Resetting Your Lost Two-Factor Authentication


Two-Factor reset is an option of last resort for users that accidentally lose access to all of their Two-Factor authentication methods.

It will require at least 1 year before being able to spend the funds with the new Two-Factor authentication email.


As long as you retain access to at least one other Two-Factor authentication method, you will be able to disable and change the lost Two-Factor authentication method, and recreate one under your control.

An alternative to re-gain control of your funds is to wait for the redeposit period to expire and then use our garecovery tool to send your coins to another wallet.

This why we strongly recommend having at least two different methods enabled and accessible at all times.

Unfortunately, some users do not follow best practices and will lose their only Two-Factor authentication (or in extreme circumstances, may be exceptionally unlucky and lose access to multiple Two-Factor authentication methods at the same time).

Resetting is advisable if, and only if, all of the following are applicable to you:

  • If you lost access to all of your Two-Factor authentication methods;

  • If you do not feel confident in using the garecovery tool;

  • If you do not possess the files.

The Two-Factor reset feature, can be found in the “Settings” page, under the Two-Factor section.

You start the reset process by entering an email address, which you must confirm.


Once you have done this the waiting period will begin. The waiting period is at least 1 year long (see below), and a countdown in days will be displayed in your wallet’s settings.

If the waiting period goes by without interruption by the wallet’s owner, then email Two-Factor authentication will be enabled and set to the reset email address. Then you can again use your wallet as normal, including setting up new Two-Factor authentication methods.

The long waiting period is a crucial security measure, in case someone temporarily accessed their wallet and tried to use the reset feature to steal their coins. The waiting period gives the rightful owner of the wallet time to log in and access their wallet to dispute the Two-Factor authentication reset.

The exact formula for the waiting period is whichever of these two is longer:

  • 365 days after the reset is triggered, OR

  • 365 days plus your nLockTime period after the your wallet’s last transaction

For example:

i. you have your nLockTime period set to 30 days, and your last transaction was 40 days ago, then the waiting period will be 365 days.

ii. you have your nLockTime period set to 90 days, and you sent a transaction 50 days, ago, then the waiting period will be 405 days (365 days + 40 days left on your nLocktime).

Multiple Wallets and Devices

Managing a Single Wallet Across Multiple Devices

One of the many advantages of using Blockstream Green is that you get multi-platform support - you can access your wallet from different devices on different operating systems .

To do this, you need to first have a wallet created (on any one of our apps), and have the mnemonic carefully recorded.

Now, install any version of our app on the secondary device that you wish to use. Once it is installed, do not create a new wallet. Instead, tap on Restore Green Wallet and enter your 24-word mnemonic from your original wallet.


After this, the app will ask you to create a PIN (if there is no other PIN-protected mnemonic on your device).


It is important to understand that this is not the same PIN that you use to enter your wallet in the original device. Each device can be set up with its own PIN. The mnemonic is common to all devices accessing the same wallet and coins, but each PIN is specific to the device it was created on.

Once you have done this, you can freely access your coins from either device, and make changes as you please. Also, any coins sent or received on one device will be reflected in all other devices connecting to that same wallet.

Managing Multiple Wallets on a Single Device

It is also possible to use a single device and app to access different wallets created by the app’s user.


Keep in mind, that managing multiple wallets on a single device will mean carefully managing a separate 24-word mnemonic for each wallet. It is already imperative that you keep any mnemonic safely and secretly recorded, but managing multiple wallets will make very clear as to why!


Imagine that you have created your first wallet (A) and you access it via PIN.

Now, you want to create a separate wallet (B). You do this by clicking on Create New Wallet on the bottom of the Onboarding page.

When you do this, you will be warned that you can only have one PIN-protected mnemonic at one time on a network. If you continue, your mnemonic is the only means you have to recover your wallet as you will not be able to set a PIN.

  • If you press OK you will be guided through the new wallet setup process, but you will not be able to set a PIN for this wallet, and you will be able to access it by typing the 24-words mnemonic from the Restore Green Wallet in the “Onboarding” screen every time.

  • If you want to access this new wallet (B) via PIN, you first need to erase the existing PIN for wallet (A). This entails being able to access wallet (A) only by typing its 24-words mnemonic via the Restore Green Wallet in the Onboarding screen.

    1. Delete the PIN for wallet (A):

      • either by accessing wallet (A) via PIN, and erasing PIN from settings,

      • or by inputting a wrong PIN 3 times.

    2. Go back to the Onboarding screen, and create or restore wallet (B).


Now, some of you may note that this isn’t all that convenient, having to re-enter your mnemonic each time you switch wallets.

That is correct; it’s not a function that we generally recommend our users to use. Instead, if you wish to keep several different accounts for different groups of coins, we recommend that you use our simple account feature.

Transaction History

Understanding and Using Transaction History Data

After you log in to your wallet, the default page displayed will include a list of your wallet’s transaction activity, directly below the send and receive buttons. This displays, in order from newest to oldest, a history of all transactions that have entered and left your wallet.

This is where you come if you want to check on a recent transaction’s confirmation status, or if you suspect there has been suspicious activity and want to see if any coins have left your wallet.

From the main page, you’ll be able to see the date of the transaction, the other recipient or sender’s address, and the amount displayed in BTC.

You can also click on any one of the transactions to see extra detailed information about it. The most common reason to do this is to get a Transaction ID or TXID. This is also known as a Transaction Hash, and can be shown to other people as a proof-of-payment, since it allows them to find and verify the transaction for themselves.

Aside from the TXID, there is much more useful information, especially for more advanced users. This includes the precise date and time and the fees paid to the miners.

If you need more information, you can click on the “View in Explorer” button. This will take you to our block explorer, which will display your transaction in even more detail .

You can also add, remove, or edit a memo for that transaction.

Other Features

Fiat Pricing Source

Your wallet will always display your balance in terms of BTC, but since the price of Bitcoin can be volatile, we also display your wallet’s balance in terms of a fiat currency of your choose.

This is the first setting that can be altered under “Settings”. You can choose which currency you want (USD, EUR, CAD, JPY, etc) and which source you want use for the conversion rate (LocalBitcoins, BitStamp, The Rock Trading, etc).

Keep in mind that this is not a live feed with up-to-the-minute pricing information. The wallet will occasionally ping its source for the latest prices, and then use that conversion rate for the next while. If you need to have access to live data to make fast decisions, you will need to use a more direct source.

Bitcoin Denomination

There are several different denominations of Bitcoin’s currency units, and you can choose whichever one you prefer.

The default setting is simply BTC, which is equal to one full unit of Bitcoin.

Next is mBTC (millibitcoin), which is 1/1,000th of a BTC.

There is also µBTC (microbitcoin) which is worth 1/1,000,000th of a BTC.

The last option, bits, are identical to µBTC, in all but name.

For example, let’s assume that someone has 0.045 BTC in their wallet. This is what would be displayed depending on their preferred denomination:


Displayed As


0.045 BTC


45 mBTC


45,000 µBTC


45,000 bits

Keep in mind that this also affects the amounts you enter when you are sending coins, so be careful to always check what symbol is displayed before sending coins. You don’t want to accidentally send 1000x the amount you intended!


Funds in your main Green account (or a multisignature 2of2 subaccount) require 2 signatures to be spent: one from you and one from Green. In order to protect you from loss of access to your funds should Green become unavailable, Green automatically creates pre-signed transactions which you can subsequently countersign to recover the funds to an address controlled solely by you. These transactions are called nLockTime transactions because they can only be spent and confirmed by the network after a specific period of time.

If the service becomes unavailable, you simply wait until the specified expiry period (90 days by default), then sign and send the transaction using our open source recovery tool garecovery.


From mobile, you need to set an Email Two-Factor authentication method in order to be able to receive the files.

From the desktop app under Security -> Email, you can set an email where you receive the files without having to set any email Two-Factor authentication.


From the desktop app you can also customize the length of your expiry period.

There are pros and cons to making the expiry period longer or shorter. The longer it is, the less frequently you need to do redeposits, which saves you fees. But this also means that if you lose your 2FA, or if our servers become inaccessible, then you need to wait longer to to unilaterally move your coins.

nLocktime is measured in blocks, which occur every 10 minutes on average, so our software can estimate how long this will take in terms of days. This is, however, only an average, so the expiry period have vary somewhat from the estimate.

Two-Factor threshold

By default, sending transactions from a Blockstream Green wallet will require a user to confirm using Two-Factor authentication (as long as there is at least one method activated).

Two-Factor threshold

By enabling a Two-Factor threshold, the owner of a wallet can unlock a certain amount of coins that can be spent without 2FA confirmation.

For example, let’s say that you have 200 mBTC in your wallet, and you want to make sure that you don’t spend more than 35 mBTC before again .

You could go into your Two-Factor settings to “Two-Factor threshold”, press the it and set it to 35 mBTC. This would allow you to spend up to a total of 35 mBTC without passing Two- Factor authentication. Let’s say that you make 3 payments of 10 mBTC over the next week. The fourth time you attempt to do this, the app will require you to pass 2FA (since you will only have 5 mBTC left on your spending limit), which can act as a reminder that you are getting close to your threshold.

You can always override or update the Two-Factor threshold from settings, but this will require confirming using your 2FA if the threshold is higher than the existing one.

Segregated Witness

Segregated Witness (aka SegWit) was a crucial upgrade to the Bitcoin protocol from 2017, and enables cheaper transaction fees, among other benefits.

SegWit is turned on by default in Blockstream Green wallets, and we strongly recommend you to leave it as such. If you are using an older version of our app that did not have it on by default, you may wish to turn it on.

It will require no change in behavior from you as a user - you can send and receive transactions as normal. The only difference you may notice would be slightly lower fees.

As a brief description of how it works - SegWit generates a special type of receiving address that makes it cheaper to spend from.

Because this requires spending from SegWit addresses, if you have been using your wallet without SegWit and then you turn it on, your existing bitcoins in your wallet will still pay non-SegWit fees.

But whenever you spend any bitcoins that have been received in your from from after SegWit has been enabled, they will benefit from lower fees.

Changing Your Email Address

In your settings you can change the email address associated with your wallet for Two- Factor authentication and for the files.


Never use a temporary email address and make sure it is one that you will retain access to indefinitely.

To change your email address, you will need to switch off and on your Email Two-Factor authentication.

When you switch off your Email Two-Factor, you will need to confirm using one of your active 2FA methods.

Next, as you switch the Email Two-Factor back on you will receive an email with a confirmation code to your newly submitted email address. Once you successfully enter the 6-digit code, your new email address will have been set.

Deleting Your Wallet

If you wish to remove your wallet and all associated data from our system, you will need to do this from our desktop app.

Once you have logged in, go to Settings, and then find the section marked “Delete wallet”.

Be sure that you have moved all coins out of your wallet before you delete it, since there is no way to re-access it again afterward.

After you click the delete button, you simply need to confirm your 2FA, and then your wallet will be permanently deleted, and all associated data pertaining to it will be deleted from our servers.