Bug Reporting

Double billing occurs when you are charged twice for the same subscription period. While uncommon, it can sometimes happen. If you notice multiple charges, please review your subscription and billing history.

🚧 Common Reasons for Double Billing

• System errors - Technical glitches can occasionally result in duplicate charges, either on your end or Blockdaemon's.
• Multiple subscriptions - Ensure you don't have multiple subscriptions for the same service.

🚨 Handling Double-Billing Concerns

1. Review Your Subscription and Billing History:

Carefully examine your subscription details and billing history. Then, look for any duplicate charges and note their exact dates and amounts.

2. Contact Blockdaemon Customer Support

If you find duplicate charges, reach out to our customer support team. Provide specific details about the double billing, including:

• The dates of the charges
• The exact amounts billed
• Any relevant transaction IDs or reference numbers
• Screenshots of the billing history, if possible
• Our support team will investigate the issue thoroughly and assist you in resolving it promptly

👀 To review your Node Subscription Billing History:

1. Log in to your Blockdaemon account.
2. Go to Subscription.
3. You should now see your Node Subscriptions and their Billing History along with the Date, Node Name, Host, Total Amount, Status, and Receipt.

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Purchase Dates on the Billing History is in DAY/MONTH/YEAR format.

If you're experiencing issues with your subscription plan update, follow the steps below to troubleshoot the problem:

1. Check Account Access and Permissions - Ensuring you have administrative rights to make plan changes.
2. Review Current Plan and Subscription Details - Check the current plan under the "Subscription” section in the Blockdaemon dashboard.
3. Check Payment Information - Verify that the payment details (credit card, billing address, etc.) are up-to-date. Plan changes often involve payment updates.
4. Browser and Cache Troubleshooting - Clear browser cache and cookies. Sometimes outdated session information can cause issues.
5. Log Out and Back In - Log out to your Blockdaemon account and then log back in to refresh any account session data.
6. Reboot Devices - If changes still cannot be made, reboot your device and try again to rule out device-specific issues.

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For more information, check out the Blockdaemon Subscription Management page.

To effectively troubleshoot this report error, please get in touch with our Customer Support team at [email protected] and provide the following information:

Node latency pertains to the delay or lag encountered in transmitting data between various nodes within a network. If you encounter latency issues with your Blockdaemon node, contact Blockdaemon Customer Support at [email protected].

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Please also include your node XID, and we can troubleshoot the latency issue(s) accordingly.

If you are having issues logging in with 2FA, reach out to the Customer Support team at [email protected], and we will be able to assist you in resetting your Two-Factor Authentication.

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Be sure to provide the email address associated with the account you wish to reset.

1. Check all your inboxes - this includes your spam inbox.
2. Make sure you are checking the email inbox associated with the email address of your Blockdaemon account.
3. Give it some time and try again - reset link emails may be delayed at times, check again in 10-15 minutes and follow the reset process again.

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Still can’t log in?

If you are still unable to reset your Blockdaemon Account password, reach out to our Support Team for further assistance.

Blockdaemon uses conventional HTTP status codes in our API call responses. In general, the status codes in the range 2xx indicate a successful call request, those in the range 4xx indicate a call request failure, and codes in the range 5xxindicates a server error.

For 401 errors, this status code will return a “Authentication is required, and the request lacks valid credentials.” message, which is commonly caused by the following:

• Incorrect API Key Being Used - Ensure you're using the correct credentials in your call request.
• Rate Limiting - If you're making too many requests in a short period, you might encounter an error 401.

🚨 Troubleshooting 401 Errors

1. Check the API Key Being Used

Double-check your API key for any typos or capitalization errors. In addition, make sure the key being used is up-to-date. There are instances where a key rotation takes place for security measures and the key you’ve used in the past is no longer active and expired.

To check the API keys that are available to you for use, log in to your Blockdaemon App Account > API Suite section > Connect tab > AP Keys section.

2. Decrease the Calls Being Made

Rate limiting is applied on the Blockdaemon side in some instances to prevent users from overloading our systems. Try decreasing the number of calls being made or waiting 10-15 minutes before making the call again to see if the error persists.

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Info

• If you are seeing continuous errors, reach out to our Customer Support team with the exact call request and timestamps of the errors.
• For more information on error status codes, view our Error Handling documentation here.

Blockdaemon uses conventional HTTP status codes in our API call responses. In general, the status codes in the range 2xx indicate a successful call request, those in the range 4xx indicate a call request failure, and codes in the range 5xxindicates a server error.

For 404 errors, this status code will return a “The requested resource was not found.” message, which are commonly caused by the following:

• Incorrect URL - The call request being made may contain formatting errors that is preventing us from receiving and ingesting the call request.
• Endpoint Availability - The endpoint you're trying to access might not be available in your current API Subscription package.
• Temporary Network Issues - Network issues can sometimes lead to temporary 404 errors.

🚨 Troubleshooting 404 Errors

1. Check the Call Request Being Made

Double-check the call request being made and ensure there are no typos or missing criteria(s) in the call request

2. Ensure the Endpoint Is Available

Make sure the endpoint you are trying to reach is included in your API plan. You can view your subscription in your Blockdaemon Account > API Suite section > Manage Plan tab.

For more information on our API plans and endpoint packages, visit this page here.

3. Check the Blockdaemon Status Page

Our Status Page is updated with any active or ongoing maintenance affecting our product and services. If you do not see any current or ongoing maintenance, retry your call request every 10-15 minutes to see if the error persists.

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Info

• If you are seeing continuous errors, reach out to our Customer Support team with the exact call request and timestamps of the errors.
• For more information on error status codes, view our Error Handling documentation here.

Blockdaemon uses conventional HTTP status codes in our API call responses. In general, the status codes in the range 2xx indicate a successful call request, those in the range 4xx indicate a call request failure, and codes in the range 5xxindicates a server error.

For 500 errors, this status code will return a “Internal Server Error.” message, which is commonly caused by the following:

• Increase in Traffic - Heavy traffic or overloading our service with too many calls can overwhelm Blockdaemon's servers.
• Temporary Network Issues - Network maintenance on our systems can result in intermittent errors.

🚨 Troubleshooting 500 Errors

1. Decrease Your Traffic

Double-check the call requests being made and lessen the amount of traffic of calls being made to see if you are still getting the error. If you no longer get a 500 error with less traffic, it is likely that the calls being originally overloaded our services.

2. Check the Blockdaemon Status Page

Our Status Page is updated with any active or ongoing maintenance affecting our product and services. If you do not see any current or ongoing maintenance, retry your call request every 10-15 minutes to see if the error persists.

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Info

• If you are seeing continuous errors, reach out to our Customer Support team with the exact call request and timestamps of the errors.
• For more information on error status codes, view our Error Handling documentation here.

Several indicators can signal a synchronization delay:

• Significant Block Height Difference: If the node's block height is significantly behind the network average, it suggests a delay.
• Prolonged Syncing Status: If the node remains in a "synching" state for an extended period, it may indicate a synchronization issue.

🚨 Troubleshooting Node Synchronization Delay

• Review your Node Status.
• Carefully examine the Block Height and Node Status.
• Monitor the time of syncing status
• Check https://status.blockdaemon.com/ for announcements of known current issues, updates, and outages.
• If no related announcements about your node protocol appear on https://status.blockdaemon.com/ and the Block Height and Node Status suggest a delay, reach out to the support team at [email protected]. Provide the following details:
  • Date the delay occurred
  • How long it has been syncing
  • Any relevant information (Node Name, Node XID, Protocol & Network)
  • Screenshots or screen recordings (if possible)
  • Click the purple "contact support" to reach out to the support team at [email protected]