"Failed to load wallet" issue

This article explains what to do if you see the “Failed to load wallet” message when setting up Phantom or signing in with an Apple or Google account.

This error means Phantom is unable to load your wallet on the device you are using. To identify the cause, Phantom Support will need your app logs.

What you can do

Browser extension

1. Click ? in the upper-right corner.
2. Click Download App Logs.
3. Submit a ticket using the Chat on this page and attach the logs when prompted.

Mobile app

1. On the welcome screen, tap the question mark icon in the upper-right corner.
2. Tap Download App Logs.
3. Submit a ticket using the Chat on this page and attach the logs when prompted.