Wallet Creation Issues

This article applies only to Tangem Hardware Wallets.
Using Mobile Wallet? See the Mobile Wallet Help Center.

Error: A wallet has already been created on this card

If you receive the message "A wallet has already been created on this card", it may mean that you accidentally scanned both devices, creating a separate wallet on the second device. To fix this issue, you'll need to reset the device to its factory settings. Follow these steps:

1. Close the app totally (don't just minimize it) to stop the backup process.
2. Reopen the app and scan the device with the error.
3. If cryptocurrency is stored on this device, temporarily move it to another location, such as another wallet or an exchange.
4. Click on the three dots in the upper right corner.
5. Choose the desired wallet from the list.
6. Tap on Device settings, then Reset to Factory Settings.
7. Scan your Tangem again.

After that, you can create a backup copy by following the instructions:

1. Scan the device where the wallet has already been created.
2. Tap Add Card or Ring.
3. Scan the card or ring by placing it next to the device.
   If a wallet has already been created on the Tangem device, the app prompts you to reset it and continue creating the backup. You can only use an empty Tangem Wallet to create a backup. Do not reset the Tangem Wallet if you have funds on it.
4. You can add another card or ring, if you have one, or complete the process. To add a third device, tap Add card or ring and scan it.
5. Tap Finalize backup.

Important: If you have funds in your wallet, transfer them to another location before resetting to factory settings.

Error "This card has already been added to the list" when creating a wallet

The error code indicates that you scanned the same device twice to create a backup copy. Now, you have two options:

1. Complete the backup with both devices by tapping Finalize backup.
2. Scan another device to add a third as a backup.

Error "Certificate cannot be downloaded" when creating a wallet

This error appears when the app cannot download the certificate required to authenticate the card or ring.

If you are setting up your wallet online, make sure your internet connection is active and try scanning the device again.

If you want to complete the setup offline, each card or ring must first be scanned once while your device is connected to the internet:

1. Tap Scan card or ring and scan the card or ring.
2. Tap Back.
3. Confirm by tapping Yes.
4. Repeat these steps for every card or ring in the set.
5. Once all devices have been scanned online, turn off your internet connection or enable airplane mode and continue the setup.

If you see the Certificate cannot be downloaded error during offline setup, one of the devices in the set most likely did not complete the online pre-scan. Reconnect to the internet, scan that device again, and then continue offline.

During the first scan, the app downloads the device certificate required for end-to-end authentication. This allows the app to verify that Tangem made the wallet and that it is running Tangem firmware.

Once every card or ring in the set has been scanned online, you can turn off your internet connection or enable airplane mode and complete the setup offline.

This verification is also required to establish a secure communication channel between Tangem devices using the Diffie-Hellman key exchange protocol during backup.

Learn more about this process in our article: How Tangem Wallet Backs up Private Keys.

Error 41225 when creating a wallet

This error occurs when trying to create a backup with devices of different generations. Tangem Wallet 2.0 and Classic Tangem Wallet 1.0 cards can only be backed up with cards of the same generation.

Error 90014 when creating a wallet

The error results from the NFC module in your iPhone. Let your phone cool down, restart it, and set up the wallet again.
Please remember to position the wallet on top of the phone and hold it there until it has been scanned.
When you tap Scan, you'll see an animation demonstrating the correct way to tap the wallet to your phone.

If the problem persists, please notify us by sending a request in the app in the corresponding Can't send a transaction window and tapping Contact Support.

I created a backup copy on two cards. How do I add a third card?

For security reasons, you can only back up and clone the private key once. Therefore, you must decide the number of devices you want to add before creating your wallet.

If you wish to add a third device to an existing wallet, you'll need to reset previous devices to factory settings first, then create a new wallet with all three devices.

Before resetting your wallet to factory settings, transfer all cryptocurrencies stored in your Tangem wallet to another location, such as another wallet or exchange. This step is important because resetting the device completely erases everything stored in the wallet.

To reset the entire wallet, you'll need to repeat the reset process for each backup device. Our blog has detailed instructions: How to reset the Tangem Wallet to factory settings.

When setting up a wallet, there's no Continue button visible because the text fills the entire screen

The problem appears to be linked to the font size settings on iOS devices.

To fix this, we recommend trying the following steps to change the text size for the Tangem app only:

1. Open the Settings app on your iPhone.
2. Go to Control Center and ensure that Text Size is added to the list of controls.
3. If not, tap the green + icon next to Text Size to add it.
4. Open the Tangem app.
5. Swipe down from the top-right corner of your screen (or up from the bottom on older models) to access the Control Center.
6. Tap the Text Size icon ("AA").
7. Select Tangem Only at the bottom of the screen.
8. Adjust the slider to your preferred text size.