Docs / FAQ and Support / Troubleshooting

Troubleshooting

Solutions to common issues on the Green Ambassador Challenge. If your problem isn't listed here, check the FAQ or contact support.

My rewards haven't arrived yet

Rewards are not instant. After you pass a challenge, a short waiting period runs before your B3TR is sent to your wallet. This is a security measure to protect against abuse.

What to do:

  1. Go to your account page
  2. Check the payout status for the challenge in question
  3. If the status shows "pending," your reward is still in the waiting period, no action needed
  4. If it's been significantly longer than expected and the status hasn't changed, contact support
ℹ️Note

Rewards are paid in B3TR tokens and sent to whichever wallet is connected to your account. Make sure you're checking the right wallet. See How Rewards Work for the full payout process.

I can't connect my wallet

If you're trying to connect a self-hosted wallet and it isn't working, check the following:

What to do:

  1. Make sure you're entering a valid VeChain address: it starts with 0x followed by 40 hexadecimal characters
  2. Check that you've copied the full address without extra spaces at the beginning or end
  3. Paste the address into a plain text editor first to confirm it looks correct
  4. Make sure you're copying your address from VeWorld or another VeChain-compatible wallet. Addresses from other blockchains (Ethereum, Bitcoin, etc.) will not work
💡Tip

Not sure how to find your wallet address? See Setting Up Your Wallet for step-by-step instructions.

My multiplier isn't updating

Your multiplier is calculated from on-chain data and platform activity. It may take a few minutes for changes to appear.

What to do:

  1. Go to your account page
  2. Click the Refresh button to pull the latest data
  3. Wait a few minutes: on-chain data such as NFT ownership, token balances, and voting status can take time to sync

If your multiplier still doesn't reflect a recent change (for example, you just purchased an NFT or voted), wait up to 10 minutes and refresh again. The platform reads data directly from the VeChainThor blockchain, and there can be a short delay.

ℹ️Note

Your multiplier is applied at the time of payout, not when you start a challenge. Even if the display is briefly behind, your actual reward will use the correct value. See Reward Multipliers for how each bonus is calculated.

I failed the exam

There's no penalty for failing. You can retry the exam as many times as you need.

What to do:

  1. Go back to the challenge and review the learning activities: the answers are covered in the materials
  2. Take your time with each activity before reattempting
  3. Retake the exam when you feel ready
💡Tip

Focus on understanding the concepts rather than memorizing answers. The exam questions are designed to test comprehension of the material covered in each learning activity.

I can't vote on VeBetterDAO

Voting in VeBetterDAO allocation rounds has a few requirements. If the vote button isn't working or you're seeing an error, check these conditions:

Requirements to vote:

  1. Eligibility: You need at least 3 completed sustainability actions in the last 12 weeks. These can be challenges on the Green Ambassador Challenge or actions on other VeBetter ecosystem apps.
  2. VOT3 tokens: You need VOT3 in your wallet to cast votes. VOT3 is obtained by converting B3TR.
  3. VTHO for gas: Voting is a blockchain transaction and requires a small amount of VTHO to cover gas fees.

If you meet all three requirements and still can't vote, make sure the allocation round is currently open. Rounds run on a weekly schedule. See Voting and Allocation Rounds for timing details.

⚠️Warning

You need a self-hosted wallet to vote on VeBetterDAO. Managed wallets cannot interact directly with the DAO's voting contracts.

My VOT3 isn't working for voting

If you recently converted B3TR to VOT3 but can't use it to vote, the timing may be the issue.

What to do:

  1. Check when you made the conversion: newly acquired VOT3 can only be used for voting starting the following Monday
  2. Wait until the next allocation round opens after Monday and try again

This delay is built into the VeBetterDAO system to prevent last-minute vote manipulation. It applies to all newly swapped VOT3, regardless of the source.

ℹ️Note

VOT3 you already held before the current round remains usable immediately. Only freshly converted VOT3 is subject to the Monday activation rule. See B3TR and VOT3 Tokens for more details.

I lost access to my account

If you can no longer log in to your account on the Green Ambassador Challenge, the recovery steps depend on how you signed up.

What to do:

  1. Social login (Google, X, etc.): Try recovering access to the social account you used to sign up. Once you regain access to that account, you can log back in to the Green Ambassador Challenge.
  2. Email login: Use the password reset option on the login page
  3. Still locked out: Contact support with as much detail as possible (email address, username, wallet address if you have it)
⚠️Warning

If you used a self-hosted wallet, your wallet and its funds are separate from your platform account. Losing access to your Green Ambassador account does not affect your wallet. However, if you lose your wallet's backup phrase, there is no way to recover it. Keep your backup phrase safe.

Something else?

If your issue isn't covered here:

  1. Check the FAQ for common questions
  2. Contact support, the team actively responds to questions