If you're experiencing issues logging into Theya on the mobile or web app—such as the app getting stuck on the "Authenticating" screen or hardware wallets failing to connect—check whether a VPN is active on your device.
VPNs and privacy browsers (like Tor) can interfere with Theya’s authentication and hardware wallet connection process by blocking or altering critical traffic between your device and Theya’s servers.
Steps to resolve
For mobile app login issues:
Disable any VPN running on your device.
Close and reopen the Theya app.
Tap the latest login link from your email (older links may no longer work).
If the app still hangs, try uninstalling and reinstalling Theya, then log in again.
For hardware wallet connection issues on web:
Turn off VPN or Tor browser extensions.
Restart your browser or try a standard browser like Chrome or Firefox.
Make sure your hardware wallet’s desktop app (e.g. Trezor Suite) and drivers are up to date.
Reconnect your wallet and try again.
In short:
Disable VPNs during login or key signing.
Always use the most recent login link.
Use standard, non-privacy browsers for hardware wallet operations.
Disabling VPN is a quick and effective first step for troubleshooting and resolving login and connection-related issues in Theya.