A wallet that won't open has no effect on your PRL. Your coins live on the blockchain and your access to them lives in your seed phrase — not in the app. Confirm that first, then fix the app.
First, confirm your funds are fine
Look your address up on the block explorer from any device or browser: https://explorer.pearlresearch.ai/
If your balance is there, everything below is a local software problem. Nothing is at risk.
Try these in order
- Give it time. On first launch, after an update, or after being closed for a while, the wallet has to sync before the interface becomes responsive. A spinner during sync is expected — leave it for several minutes.
- Fully quit and reopen. Make sure the process has actually exited, not just the window closed.
- Check your connection. The wallet needs network access. Test whether a firewall, VPN, or corporate network is blocking it.
- Restart your machine. Clears stale locks and stuck background processes.
- Update to the latest version. If you're on an older build, the issue may already be fixed.
- If you're using a browser wallet: try a different browser, disable extensions (ad blockers and privacy extensions are frequent offenders), or open a private window.
If it still won't open
You can reinstall — but only if you have your seed phrase.
Confirm you have your seed phrase written down and correct before uninstalling anything. Without it, reinstalling means permanent loss of access. With it, your wallet and full balance restore on any device.
Before you reinstall, read this
A broken wallet is exactly when people get scammed. While you're troubleshooting:
- We will never ask for your seed phrase. Nobody legitimate will.
- Download only from official links on pearlresearch.ai or this help center. Fake "wallet repair tools" and "recovery utilities" exist specifically to catch people at this moment.
- Ignore anyone who DMs you offering help after you post about a problem publicly. Pearl staff will not DM you first.
Contact us with these details
- Which wallet you're using — Pearl Desktop Wallet, Oyster, or a browser wallet — and the version
- Your operating system and version, or your browser
- Exactly what you see: a blank window, a spinner, an error message, a crash
- When it last worked, and anything that changed since — an update, a new machine, a restore
- Whether the explorer shows your balance correctly
Screenshots help. Crop out your address if you'd prefer — we can work without it if the explorer confirms your balance.