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.
View user setup statuses
Only the workspace Owner and Admins can view user setup statuses on Settings > Users in their Fireblocks Console.
| Status | Description |
| 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
Note: Sometimes you have issues related to your Fireblocks mobile app or internet connectivity during user setup. Before you troubleshoot, confirm:
- Are you using the latest Fireblocks mobile app version?
- Do you have a stable internet connection? MPC key creation is very sensitive to connectivity issues.
- Does your device have different connectivity options such as WiFi, 4G, or 5G? If so, can you change the connectivity and try the steps again?
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. 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.
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:
- Confirm you are using the correct code from your 2FA app. The code should match the one on the email you used to log in.
- 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 update automatically. 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, the Owner must go to Settings > Users and reset your 2FA.
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
In this scenario, you see a “Pending device pairing” message on your device, but the Fireblocks mobile app asks you to scan a QR code that you don’t see on your Console screen or the mobile app crashed during setup.
In most instances, you can ask an Admin or the Owner to re-enroll your device under Settings > Users. If the issue continues, or if the Owner is the one having this issue, submit a Support ticket with the details and mention all the steps attempted to resolve the issue.
Stage 3: Scan QR
If you need to get a user or the Owner back to the Scan QR stage:
- 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 2 days (48 hours) to approve MPC messages, and then you also have 2 days (48 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.