Metamask Snap Troubleshooting Guide

Please review the below before reporting Metamask Snap issue.

Quick Fix Steps

1. Log out of Trust Vault Web
2. Uninstall the Trust Vault Snap from Metamask
3. Fully quit Chrome (close all windows and quit the app), then reopen Chrome
4. Unlock Metamask
5. Reinstall the Snap via this link

Reporting the Issue

When contacting Bitpanda Enterprise, please include all the following information. Incomplete reports may result in delays or be returned for clarification.

Environment Information

• Metamask version:
  Open chrome://extensions/, locate Metamask, and note the version (e.g. 10.37.1)
• Chrome version:
  Open chrome://settings/help, and note the version (e.g. Version 126.0.6478.126)
• Platform:
  Specify if you're using Windows or Mac

Network & RPC Configuration

• Current network:
  Open Metamask and check the selected network in the top-left dropdown
• RPC URLs & Chain IDs:
  For each network:
  • Open the network dropdown
  • Click into each network and record the RPC URL and Chain ID

Expected vs Actual Behaviour

Please provide:

1. What you were trying to do
   (e.g. "Send USDT to another wallet")
2. What you expected to happen
   (e.g. "USDT should show my balance and allow sending")
3. What actually happened
   (e.g. "USDT is missing, balance is zero, 'Send' button is disabled")

Steps to Reproduce

List the steps clearly and completely. Example:

1. Opened Metamask
2. Clicked "Import Tokens"
3. Searched for USDT – not found
4. Tried "Custom Token" with:
   • Contract address: <address>
   • Symbol: ETH
   • Decimals: 6
5. Clicked Add Token — token added, but balance still missing, unable to send

Screenshots (Required)

Include screenshots of:

• Metamask with selected network and token view
• Any error messages or unexpected behavior
• Error states on any relevant Dapp or Trust Vault Web screen

Capturing Logs (Required)

Metamask Extension DevTools

1. Go to chrome://extensions/
2. Enable Developer mode (top right)
3. Locate Metamask, click "Details", then click the offscreen.html link
4. In the opened DevTools:
   • Go to the Network tab → enable "Preserve log"
   • Reproduce the issue
   • Save a .har file by clicking the ⤓ icon
   • Go to the Console tab → right-click → "Save as…" to download a .txt log

Trust Vault Web / Dapp DevTools

• Open DevTools (Right-click → Inspect or press Cmd+Opt+I / Ctrl+Shift+I)
• Repeat the issue
• Save both Network (.har) and Console (.txt) logs

Summary Checklist

Please raise a ticket at https://custodysupport.bitpanda.com