Overview

The Fireblocks Console provides information regarding your workspace's user statuses, user roles, policies, and other workspace settings that are helpful to know when troubleshooting.

There are five user setup stages, shown in the diagram below. When you set up your workspace, you may encounter problems at any of these stages.

User statuses

Refer to the user status descriptions below.

Only your workspace Owner and Admins can see statuses for your workspace user setup through the Status column under Settings > Users in their Fireblocks Console.

• Pending Activation: You never started the registration process or haven't completed user setup. They must continue setup from the place that they stopped.
• Pending device pairing: You created a Console user but didn't pair a device. You must continue setup from where you stopped. This only applies if your role can approve or sign transactions.
• Complete mobile setup / Pending device setup: You started pairing your mobile device, but it is not fully set up yet.
• Complete mobile setup: For you to complete MPC enrollment on your device, the Owner must approve an MPC key generation request on their mobile device. After the MPC key is generated, you receive a notification to complete MPC key setup on your device.
• Ready: You completed setup and can perform Console operations related to your user role.

Common issues and resolution for each stage

Stage 1: Invitation email

The most common issues for this stage include the email invitation, two-factor authentication (2FA), and login loop.

Email invitation issues

You either have an expired email invitation or never received the email invitation.

Expired email invitation

The email is valid for 7 days. If you already started the registration process (clicked the invite link), continue through the registration steps.

If you clicked the invite link and the workspace is still not available or if the email invitation expired, submit a Support ticket and request to resend the invitation. Remember to click the invite link within 7 days to avoid expiration.

The email wasn’t received

• Check your SPAM or junk folder.
• Check if you receive other emails from Fireblocks
• Confirm your email address with the Owner or Admin who sent you the invitation to see if it matches where they sent it to.

Incorrect 2FA code

You see a “Wrong or expired code” message on your device.

If a 2FA reset is required for the Owner or the reset 2FA button is greyed out, submit a Support ticket with the details and mention all the steps that you attempted to resolve the issue.

To resolve 2FA issues:

1. Confirm you are using the correct code from your 2FA app. The code should match the one on the email you used for logging in.
2. Check to see whether the clock settings on your Console (laptop or PC) and the 2FA app device (smartphone) are synced. Set the clock settings for both devices to automatically update.
   
   • If the issue is resolved after clock syncing, continue the setup process.
   • If clocks on both devices were in-sync or if the issue continues after syncing the devices, a 2FA reset is required. The Owner of the workspace will need to log in to their Console and select Settings > Users. They can reset the 2FA for your user there.

Login loop during setup

This issue is related to Auth0. Submit a Support ticket with the details and mention all the steps that you attempted to resolve the issue.

Stage 2: Activation link

You see a “pending device pairing” message on your device, however:

• The app asks me to scan a QR but you don’t have one on your Console screen.
• Your app crashed during setup. How do I restart it?

For most instances, you can ask a workspace Admin or Owner to re-enroll your device. They select Settings > Users in their Console and can re-enroll your device from that page.

If the issue persists or the Owner is having this issue, submit a Support ticket with the details and mention all the steps you attempted to resolve the issue.

Stage 3: Scan QR

If you need to get a user or Owner back to the Scan QR stage, follow the steps below:

• Owner: Submit a Support ticket for further assistance.
• User: The Owner or an Admin in the workspace initiates re-enrollment for you in their Console.

Stage 4: MPC

The Owner has 12 hours to approve MPC messages. Then you have 6 hours to complete your MPC key generation. If both aren’t completed on time, you receive a message on your device indicating that the MPC is pending and time has expired. If time expires, you can re-send a new request to your workspace Owner to generate your MPC key shares another time to complete the enrollment again. You can follow the steps in this Troubleshooting incomplete user setup article to further assist you. 

Stage 5: Generate MPC keys

If your MPC key generation fails in this stage, it’s most likely due to a mobile device issue. You can send your device logs to Fireblocks Support.

Need additional help?

If you have tried the troubleshooting steps above and aren’t able to resolve the issue, submit a Support ticket with the following information:

• Issue description
• Indicate the steps you’ve attempted up to this point and whether the error:
  • Is reproducible
  • Affects specific user(s) or all users
  • Is occurring consistently or intermittently
• Screenshots (if possible)
• Workspace name
• User details
• Your device logs for issues related to signing/approval, setup, etc.