IoTeX FAQ

Why can't I see the shortcuts in my ioPay mobile?” or “Why can't I see anything in my wallet after the update?

We've noticed this issue primarily affects iOS users. If you're using iOS and experiencing this problem, please follow these steps:

Open Safari browser
Type ‘’iopay://browser_enable’’ in the address bar.

This should enable all the features in your ioPay mobile app.

Staking Display Problems (ioPay mobile) - Why can’t I see my stake?

1. Update ioPay: Make sure that your ioPay has been updated to the latest version.

2. Change Network Setting: Go to Settings » Network » Select a different Mainnet (like HK or US) should be different from the current active selection. After that, restart the wallet.

3. Check Your Internet: If your internet is bad or you don't have enough data, it might cause problems. Try restarting the wallet when you have a better signal.

Private key error in ioPay mobile(Red Error Message): "Invalid Private key" or "Private key is missing"

This error occurs when the user has just restored their mobile wallet after resetting their phone or changing the phone. Follow these steps:

1. Backup Your Private Keys: First, make sure you've backed up the private keys of the wallet that's affected 2. Delete and Re-import Wallet: Next, Tap on your wallet's name which will bring you to the wallet’s list page. Swipe left on the affected wallet » Delete it. 3. Re-import Wallet: On the same page where you see all your wallets, tap the '+' sign at the top right.

Choose "Import Wallet" then "Private Key."
Complete the rest of the process to add your wallet back.

How to Unstake?

1. Check Stake-Lock: Go to your staking bucket, tap on "Action/Edit," and look at the Unstake line. If it says "Not Capable," your Stake-Lock is still ON. 2. Turning Off Stake-Lock:

Tap on "Restake."
Turn the "Stake-Lock" OFF and confirm. Don't change anything else.

3. After Changing Stake-Lock:

After successfully changing the setting, the Unstake option will display a date, after which the user can Unstake. Unstaking takes 72 hours.

The option to Unstake will only be available when the bucket stake duration has reached 0 and the staking bucket’s "stake-lock" is OFF.
If the "Unstake" option becomes available after turning off the stake-lock,it means you're eligible to Unstake. Click on "Unstake" to begin the process, which will take 72 hours to finish.
Once the 72 hours are over, the "Withdraw" option will activate, allowing you to instantly transfer your IOTX back to your wallet.

Note: Many users confuse turning off the Stake-lock with Unstaking, They are two different operations. Turning the stake-lock to OFF allows the stake duration set by the user to countdown to zero. Keeping it ON grants the user bonus voting power, leading to higher staking rewards, but also prevents the stake duration from counting down.

What is Voting Power?

Voting Power is the weighted stake after all the bonuses from duration and stake-lock conditions are added. Longer duration = more bonus votes Stake-lock ON = more bonus votes More bonus votes = more rewards Longer duration does not mean better reward to duration ratio though.

Our members have come up with several staking strategies. Feel free to ask in our Telegram Group for more details.
If the duration is set to a minimum of 91 days and the stake-lock remains ON, the user qualifies for a burndrop reward

What is burndrop?

Burndrop is a key component of the burning mechanism in the IoTeX tokenomics. Whenever a device is activated on the IoTeX blockchain, an amount of IOTX tokens, determined by the algorithm, is burned. Additionally a portion of these tokens is allocated to the Staking buckets of eligible participants.

Burndrop rewards will be restaked into the qualified bucket, never to the staker’s wallet.
You can find more details here:

Why haven’t I received my staking rewards?

Several factors may affect the distribution of your staking rewards: 1. Minimum Reward Threshold: If the daily staking reward is less than 1 IOTX, the rewards will not be distributed immediately. Instead, they will accumulate until the total is at least 1 IOTX. As of March 2024, achieving a daily reward of 1 IOTX requires approximately 10,000 in voting power. 2. Delegate Penalties: If a delegate is penalized for any reason, both their rewards and the rewards of their voters could be significantly impacted. For more detailed information, it's advisable to contact your delegate directly. Information on delegates can be found at (click on the delegate names for more details) 3. Issues with the Distribution System: The automatic distribution system (Hermes) may occasionally face technical difficulties. In such cases, please inform the moderators who will review the situation and, if necessary, escalate the issue to the developers for resolution. 4. Discrepancies in Reward Charts: Occasionally, Users may notice that the reward chart in the ioPay mobile app shows zero for some days. This could be due to inaccuracies in the chart or issues with receiving the correct data feeds. In such instances, it's necessary to verify the accuracy of the chart or determine if there is an issue with receiving accurate data feeds.

Users can verify the accuracy of the chart by pasting their wallet address on .
Alternatively, they can paste their address on and check under the "Stake Action" tab.
Users can also replace "XXXXX" with their bucket number on to check reward distribution.
Often when the reward distribution is postponed for reasons other than delegates being penalized, the ‘postponed’ rewards will be carried over to the next distribution cycle

Is there a website where I can find the number of registered devices that trigger the burndrop?

Yes, please visit

Currently, only 2 devices trigger the burndrop - the UCAM and the Pebble Tracker.

Learn more about these devices here:

UCAM -
Pebble Tracker -

What is Liquid Staking? Please refer to the article here: Please note, the native staking protocol of IoTeX is quite strict. Users who set a long staking duration without fully understanding the system can find themselves in a frustrating situation, especially if the staked amount is significant, because it doesn't allow for an early exit. Liquid staking was introduced as a solution to this issue. It provides users with flexible options to exit their staking position: 1. Staking as an NFT: Users can stake their tokens and receive a receipt in the form of an NFT. If they decide to liquidate their stake, they can sell this NFT on the Mimo NFT marketplace (). 2. Staking with Bedrock: Visit , Connect your Wallet and follow the instructions. At the end, users will receive uniIOTX tokens. These tokens can be swapped for IOTX on Mimoswap at any time if the user needs to liquidate their stake. It is recommended to read the FAQ section to further understand the service offered by the Bedrock team

How to Transfer from Wallets to CEXs (That Support Native IOTX)?

To transfer your native IOTX tokens from a personal wallet to a Centralized Exchange (CEX) that supports native IOTX, follow these steps:

1. Open your CEX app or website and navigate to the 'Deposit' section.

2. Select IOTX as the asset you want to deposit.

3. Choose the IoTeX Network as the network for the deposit.

4. Copy the deposit address. Addresses for native IOTX deposits start with “io”.

5. Use this copied address as the recipient address when sending IOTX from your wallet to the CEX.

It's important to ensure you're using the correct network (IoTeX) when making the deposit, as sending assets through the wrong network could result in the loss of your tokens.

How to Transfer from Metamask to CEXs (That Support Native IOTX)? Metamask uses the "0x" Ethereum address format. Please note that every "io" address has an "0x" Version. Here's how to perform the transfer:

1. In the CEX app or website, go to the wallet section and select 'Deposit'.

2. Choose IOTX and then select the IoTeX Network.

3. Copy the "io" format address provided by the CEX for deposit.

4. Visit and paste the "io" address into the conversion tool.

5. Click on "Convert to 0x address" to get the Ethereum-format address.

6. Copy the converted "0x" address and use it as the recipient address in your MetaMask wallet when sending IOTX.

It's crucial for users to make sure they are using the correct network version of IOTX they intend to transfer, as well as the correct address format provided by the CEX. Failing to do so may result in loss of tokens.
If a CEX supports multiple versions of IOTX, they will provide a different wallet address for each version. If the user selects a Binance Smart Chain (BSC) deposit address from their CEX app and sends IOTX from MetaMask using the IoTeX Network, the tokens are likely to be lost.
In such a case, the best course of action is to contact the CEX's support team.

Users can refer to this Reddit thread for guidance on transferring their tokens across various networks.

What is CIOTX ?

CIOTX represents a cross-chain version of IOTX, designed to facilitate transactions across different blockchain networks. It is recognized by ioTube, which is a bridge service that enables users to transfer their IOTX between various compatible chains and the IoTeX Network. Learn more here: If you're interested in learning about other assets supported by the bridge besides IOTX, further details can be found here

How can I move my IOTX from Coinbase to Native IoTeX? Recognizing the high gas fees on Ethereum, we’d like to offer a suggestion. You can sell the IOTX on Eth to get stablecoins, cash out & then buy native IOTX directly using a card at If your IOTX is on Coinbase, you have the ERC-20 Version of IOTX

You must first transfer them to a hot wallet (like Metamask or Safepal). After transferring visit swap your IOTX-ERC20 to CIOTX.

IOTX-ERC20 Contract Address:

0x6fB3e0A217407EFFf7Ca062D46c26E5d60a14d69

CIOTX ERC20 Contract Address: 0x9F90B457Dea25eF802E38D470ddA7343691D8FE1

After successfully swapping your tokens for CIOTX, proceed to IoTeX Bridge here . Connect your wallet, Select the Ethereum => IoTeX path, and fill in all the necessary details. Proceed with the bridging. Note: Make sure you DON’T use the CEX address as the recipient address

Wait for the CIOTX to arrive in your ioPay on the IoTeX Network

CIOTX Contract Address (IoTeX Network): 0x99b2b0efb56e62e36960c20cd5ca8ec6abd5557a

After your CIOTX tokens have been successfully bridged, you have two options to convert them into native IOTX tokens.

1. Visit to swap it to native IOTX

2. Use to trade CIOTX for IOTX.

If your IOTX-ERC20 is in a wallet that you own i.e you have the private keys. You can skip the initial step and go to and proceed using steps described above.

What are the fees to use ioTube? When transferring assets using ioTube, the fees vary depending on the destination blockchain. The current fees are as follows:

- IoTeX to Ethereum (ETH): 500 IOTX - IoTeX to Binance Smart Chain (BSC): 15 IOTX - IoTeX to Polygon: 2 IOTX

For transfers from Ethereum, Binance Smart Chain, or Polygon back to IoTeX, there is no fee.
Please note that these fees do not cover any additional gas fees required by the respective blockchains for transaction processing.

I’ve transferred my tokens through a bridge hours ago; why haven’t I received them yet?

Typically, bridging tokens is a quick process and should only take a few minutes under normal conditions. To troubleshoot, please follow these steps:

1. Check the contract address of the tokens you bridged by going to . Enter the ticker of your token (e.g. CIO, CGEOD, CWIFI) in the search bar. The autocomplete feature will suggest the relevant contracts. Select the correct one and copy its contract address from the token’s page.

2. Next, add this contract to the display list in your ioPay mobile wallet to see if your tokens are displayed there.

Additionally, you can verify your transaction by:

1. Looking up your wallet address on , and checking if the assets have arrived in your wallet. If the asset hasn’t arrived, proceed to the next step.

2. Visit and search for your transaction using your wallet address. If the status is anything other than “Settled” and it’s been several hours, please contact the support team for assistance

Is it possible to send native IOTX to a Ledger wallet? Yes, it is possible. Follow these steps:

1. Go to Settings.

2. Select Experimental Features.

3. Turn on Developer Mode.

For more detailed instructions and additional information, please refer to the following guide:

How do I add the IoTeX network to MetaMask?

There are two methods to add the IoTeX Network to MetaMask:

1. Manual Configuration: A step-by-step guide is available in this instructional video: .

2. Using Chainlist: Visit , connect your wallet, and add the IoTeX Mainnet to your MetaMask.

How to import an IoTeX account from Trust Wallet to ioPay?

Please follow the instructions provided in this guide:

How do I create a Web Wallet for IoTeX?

In December 2023, we introduced the IoTeX Web Wallet, designed as an all-in-one hub for purchasing, trading, bridging, staking, and accessing dApps on the IoTeX network. Creating a new wallet is not required if you already have a MetaMask wallet. You can seamlessly log in with your MetaMask to access all the IoTeX Web Wallet functionalities. Start exploring at For more wallet options, you can browse:

Last updated 1 year ago