Crypto Wallet

How to withdraw unsupported tokens (Fallback Balance)

Picnic has a dedicated page for withdrawing tokens that don't appear in the main interface — whether because the token isn't listed by Picnic, or because you deposited on a compatible network but the specific asset doesn't have full support. Unlike the old method (exporting your private key and importing it into an external wallet), this page lets you withdraw directly through Picnic, without exposing your key. Use this path whenever possible. When to use this guide - You sent an unlisted token to your Picnic address on a compatible network (Ethereum, Polygon, Base, Arbitrum, Optimism, Gnosis, etc.) - You want to withdraw a "stuck" token without needing an external wallet - You know the contract address of the token you want to withdraw For tokens stuck in your card wallet (Gnosis Pay Safe), use the dedicated flow in How to withdraw tokens "stuck" on the card (Gnosis Pay Safe). Direct access URL: https://www.usepicnic.com/app/fallback-balance You need to be logged in to Picnic. Otherwise, the page will ask you to log in before continuing. Before you start Have the following at hand: - The contract address of the token you want to withdraw (it starts with 0x and has 42 characters). You can find it on the project's website or on explorers like Etherscan, Polygonscan, Basescan, etc. - The chain (network) where the token lives - The destination address — an external wallet of yours (Rabby, Metamask, an exchange, etc.) compatible with the same network Step by step 1. Go to https://www.usepicnic.com/app/fallback-balance while logged in. 2. Select the chain where the token is. 3. Paste the token's contract address. The page looks up the balance automatically. 4. Enter the destination address and the amount to withdraw. 5. Confirm the transaction. As with every sensitive operation, Picnic asks for confirmation via an email OTP (Magic). 6. Wait for the network confirmation. Heads up - Picnic blocks the transfer if the destination address is an ERC20 contract. This is a protection against loss of funds — pasting a contract address instead of a wallet would destroy the withdrawal. - Make sure the destination wallet accepts the token on the same network. Blockchain transactions are irreversible. - It only works on chains where you already have a smart account created by Picnic. If the token is on a network where you've never operated through Picnic, this path won't work — in that case, use the Rabby alternative (next section). When this path doesn't solve it If the token is on a network not supported by Picnic (Solana, BNB Chain, Tron, etc.), Fallback Balance can't help — these environments aren't EVM or aren't integrated. For those cases, the path is to export your Picnic wallet's private key and import it into a wallet compatible with that network. See: How to access your wallet in another interface. If it doesn't work If the balance doesn't show up or the transaction doesn't complete, open a support ticket with: - Your Picnic account email - The token's chain and contract address - Destination address and amount - (Optional) The transaction hash, if it has already been sent

How to withdraw Bitcoin (BTC) to a native Bitcoin wallet

Picnic lets you withdraw your balance directly to a native Bitcoin network address — not "wrapped" Bitcoin on another chain. This feature is offered in partnership with Deframe and is available only on the web version (usepicnic.com), not on the app. 📊 Exact fees (Deframe partner + Bitcoin network) now live in a single place: Complete Picnic fee table → Crypto (onchain movements) section. Before you start - Have your Bitcoin wallet address ready (starts with bc1…, 1… or 3…) - Use the web version of Picnic — native Bitcoin withdrawal isn't available in the app Step by step 1. Open Picnic in your browser (usepicnic.com) and log in 2. In the menu, open "More" and select "Bitcoin Withdrawal" (you can also access via the "Withdraw Bitcoin" card on the home screen) 3. Choose the source asset and the amount you want to withdraw 4. Paste your Bitcoin address (bc1…, 1… or 3…). The system validates the format automatically 5. Check the operation cost (Deframe partner fee + Bitcoin network fee) and the estimated time, shown on the screen 6. Confirm and sign the transaction Important - There's a minimum and a maximum per withdrawal, shown on the screen - Bitcoin network transfers may take a few hours — track via your Transaction History - Native BTC withdrawal fees are dynamic (they vary with Deframe and the Bitcoin network) and shown before confirmation. For how Picnic fees work in other crypto operations, see the Complete Picnic fee table - Check the address carefully: blockchain transactions are irreversible

How to Withdraw Balance via DeFi

Withdraw your assets at any time through Decentralized Finance ⚠️ Withdrawing Bitcoin (BTC) to the native Bitcoin network? This guide covers crypto withdrawals between wallets on the same network (EVM networks). To send BTC to a native Bitcoin address (bc1…, 1… or 3…), use the dedicated Bitcoin Withdrawal flow — see How to withdraw Bitcoin (BTC) to a native Bitcoin wallet. Before you start Have ready: - [ ] Destination wallet address - [ ] Compatible Network confirmation - [ ] Compatible Currency confirmation Step-by-step 1. Open Picnic in your browser (usepicnic.com) 2. Click on Withdraw Crypto - Tap on the Deposits and Withdrawals section in the top menu - Select "Withdraw Crypto" 3. Currency and amount - Click the SELECT button to view your wallet balance list - Choose the currency you want (BRLA, USDC, BTC, etc.) - Enter the amount or select MAX (maximum) - Enter the destination address Attention You will lose your funds if the destination wallet does not accept exactly the same network and currency. Example: if you are withdrawing BRLA on the Gnosis network, the destination wallet must be compatible with BRLA on the Gnosis network. Important tip: before sending, you can always use the Convert Crypto section. Use this function when you want to change the network and currency of your assets to those compatible with the destination wallet/exchange. 4. Confirm the transaction - Check the amount and wallet address (it's a good practice to first send a small test amount) - Confirm the transaction - Wait for network processing Done! Your withdrawal will be complete when the transaction is marked as Success in the Transaction History Next steps 1. [Wait for processing] 2. [Check amounts in the destination wallet/exchange] Balance not showing If even after a few hours the balance does not update in the destination wallet/exchange, contact their support. Transactions completed on the blockchain are irreversible.

My Crypto Balance is Incorrect

1. Token Volatility: Cryptocurrencies are highly volatile and can lose value quickly due to market fluctuations. 2. Blockchain Fees: - Ethereum network is much more expensive - Fees are automatically deducted from transactions, Picnic does not intervene - Networks like Polygon have lower fees How to Track: 1. Check transaction history in the app 2. Consider network fees in your calculations Investments in crypto are inherently volatile. Losses during times of high fluctuation are normal in moving markets.

Crypto Balance Not Updating or Not Found

Did you open your wallet and notice that your crypto balance hasn't updated? Check out the main reasons below and how to resolve them. How Balance Updates Work Picnic shows your balance in real-time, but this process depends on the confirmation of the blockchain and whether the user is connected to the same wallet where the funds were deposited. Most Common Reasons - Network Overload: during peak usage times, confirmations may take longer. - Pending Transaction: if there aren't enough confirmations yet, the balance won't appear updated. - Incorrect Login: if you logged in with a different address or login method, the displayed balance might be from another wallet (a wallet you've never used, for example). What to Do 1. Check the transaction status on the network explorer (Etherscan, Polygonscan, etc.). 2. Confirm that you are logged in with the same address as the transaction (search for Picnic emails in all your email inboxes and also check your Picnic account for Transaction History; if there are no transactions, it means you're accessing a newly created account). 3. Wait a few minutes: in many cases, the balance updates automatically. Important to Know Picnic does not move balances between wallets or environments without your action. If you don't see an amount, it's most likely that you're in the wrong login/tab. Next Steps If you still notice a difference between the displayed balance and the actual balance: - Learn how to check your transactions directly on the blockchain →

Where can I view my crypto

Investments in crypto and the Renda Fácil product do not appear in the app. What you can do - To track your investments in crypto and financial products, access the web version of Picnic: usepicnic.com.

I Deposited Crypto but the Balance Isn't Showing

Important Context - It is the user's responsibility to check in advance which assets and networks are supported. To do this: 1. Go to the Buy Crypto tab in the app/web. 2. In the Search field, type the name of the asset. 3. Open the asset's page to see which blockchains it is accepted on. Possible Causes - Deposit was made on a network different from the one supported for that asset. - Blockchain confirmations are still in progress. - Insufficient number of confirmations or network congestion. - Incorrect or expired address used (old asset addresses may change). What Happens in This Case - If you used the correct asset and network, the balance will be credited once the confirmations are completed (you can track this on block explorers like polygonscan.com - enter your destination wallet address and check the section called Token Transfer (ERC-20). - If you used an asset or a network not yet supported by Picnic, the funds won't appear in the interface, but they remain secure on the blockchain linked to your wallet address. What You Can Do 1. Confirm on the blockchain explorer (Polygonscan, Basescan, etc.) if the transaction was completed. 2. In Picnic, check under Buy Crypto > Search if the asset is accepted on that network. 3. Wait for the confirmations, which may vary depending on the blockchain (in some cases it may take time). 4. If you sent it on an unsupported network, use your Picnic smart wallet in other interfaces to view and manage your funds: How to Install Your Picnic Wallet on Rabby

Complete Guide to Caixinha Protegida

This guide explains in plain language how Caixinha Protegida (“Protected Savings”) works, how the yield is generated, how your money is protected, and what the risks are. It complements — and does not replace — the Caixinha Protegida Terms and Conditions, which are the product's official document. Summary - Caixinha Protegida is a Picnic product where you hold digital dollars (or digital euros) and earn yield on them, automatically, every day. - The yield comes from an interest program paid by Sky/Maker, one of the largest and oldest decentralized finance protocols on the internet, with a 7+ year history. - Your money stays in your own wallet at all times. Picnic is just the app that connects you to this yield — it never holds your assets. - In addition to the yield, your balance has protocol coverage arranged by OpenCover with Nexus Mutual: if something seriously goes wrong with the digital dollar you are using, part of the value can be recovered. - The yield is variable and the coverage is not regulated insurance. This is explained in detail below. Read before depositing: Caixinha Protegida is not a savings account, is not a CD, and is not insured by the FDIC (US), FSCS (UK) or FGC (Brazil). The yield is variable and may fall to zero. The coverage protects only against a specific scenario (explained in section 4), and there are risks under which you may lose part or all of your capital. If you are not familiar with digital money, please read this guide carefully before depositing. 1. What a “digital dollar” is (and why it earns yield) Caixinha uses two kinds of digital money — technically called stablecoins, which are simply digital versions of traditional currencies: - USDC.e — the digital dollar. 1 USDC.e is worth ~1 US dollar. - EURe — the digital euro. 1 EURe is worth ~1 euro. A stablecoin is a currency that exists on the internet, issued by a company or protocol, that commits to keeping its price pegged to a reference currency. For a deeper introduction, Nubank has a good overview of stablecoins. Where do “DAI” and “sDAI” come in? When you deposit into the Caixinha, the app automatically converts your digital dollars/euros into two things, in this order: 1. DAI — another version of the digital dollar, issued by the Sky/Maker protocol (formerly known as MakerDAO). DAI has existed for more than 7 years and is one of the most established digital dollars on the internet. More about DAI on Coinext. A note on naming: The protocol that issues DAI went through a rebrand in 2024 — what was MakerDAO is now called Sky, and the digital dollar that was DAI has been renamed to USDS on the main network (Ethereum). In practice, DAI and USDS are essentially the same asset, maintained by the same protocol with the same underlying mechanics. However, on Gnosis Chain — the network used by Picnic — the community decided to keep the original DAI and sDAI names, without adopting the rebrand. That's why inside Picnic you'll see DAI and sDAI, while elsewhere on the internet the same asset may appear as USDS and sUSDS. They are the same thing, just with different names depending on the network. 1. sDAI — it is the same DAI, but parked in an interest-bearing account. Think of it as holding your digital dollar in the protocol's “savings account.” Those interest payments come from a program called DSR — Dai Savings Rate, which is Sky/Maker's “savings rate.” In practice: your balance in USDC.e or EURe goes in and becomes sDAI; while it stays there, it grows on its own, every day. Simple analogy: imagine you have a cash dollar (USDC.e). You put that dollar into the “savings account” of an internet bank (Sky/Maker). The bank hands you a receipt for that deposit — this receipt is sDAI. As days go by, the receipt becomes worth more than 1 dollar, because it has earned interest. When you withdraw, you hand back the receipt and receive your dollars plus the accumulated interest. Technically, the sDAI used here lives on a network called Gnosis Chain (a network specialized in payments and financial applications, with very low fees). The sDAI contract address on that network is 0xaf204776c7245bF4147c2612BF6e5972Ee483701 — you can inspect the full history on public explorers like Gnosisscan. 2. How the yield works The Caixinha yield is variable — it changes over time as Sky/Maker's own governance decides. There is no fixed rate and no minimum return guarantee. The math behind it: Net yield shown in the app = Sky/Maker's interest rate (DSR) − OpenCover coverage cost − Picnic commission (when applicable) You don't need to do this math. All of it is already built into the number shown in the app. Repeating, because this is important: The yield you see in the app is already net of OpenCover's coverage cost. When Picnic starts charging a commission, that will also already be deducted. You never pay a separate fee — the number on the screen is the number you actually earn. - The rate can go up or down at any time, including down to zero, if Sky/Maker's governance decides. Past yields are no guarantee of future returns. - The yield is continuous: your balance grows in real time, every day, automatically. You do not need to withdraw and re-invest. - Picnic currently charges no commission. When we do start charging, the cost will already be included in the net yield — the displayed number is always the final value for you. 3. How your money is protected Caixinha has three protection layers working in parallel. 3.1. You own your money (self-custody) At Picnic, your balance lives in a digital wallet that only you control, secured by a biometric key on your phone (the passkey). In plain language: your money is in a safe inside your own phone, and only your fingerprint/Face ID can open it. This is called self-custody: Picnic never has access to your assets. If Picnic ceased to exist tomorrow, your money would still be accessible directly from your wallet — you would just use any compatible tool. 3.2. The underlying asset is solid DAI/sDAI is one of the oldest and most established products in decentralized finance, with over 7 years of history and billions of dollars in use. The Sky/Maker protocol is continuously audited and has distributed governance. 3.3. Protocol coverage: OpenCover × Nexus Mutual This is the layer that differs the most from traditional financial products — and deserves attention. OpenCover is a manager that arranges coverage for digital-money vaults. It buys this coverage from Nexus Mutual — a collective protection fund (technically a mutual, following the tradition of old protection clubs that evolved into modern insurance). More on mutual insurance on Wikipedia. What the coverage protects against: If the digital dollar (sDAI) you are using loses 10% or more of its reference value for 7 or more consecutive days, OpenCover can trigger the compensation process. Technically, this is called a depeg — when a stablecoin stops being pegged to its reference currency. More on what depegging means. This may sound like a narrow protection, but in practice it is broad. That's because most of the bad things that can happen to a digital currency — an attack on the protocol, a serious bug in the contract, a collapse of the collateral backing DAI, a systemic failure — tend to manifest as a depeg. In other words, even when the root cause is technical, the effect that triggers the coverage is the price drop. The specific parameters of this coverage are in the Annex — sDAI Vault Cover. In plain language: | Covered asset | sDAI (the interest-bearing digital dollar) on Gnosis Chain | | --- | --- | | How much it must drop to trigger | 10% below the reference value | | How long it must stay below | 7 consecutive days | | Value recovered per sDAI | 0.975 per unit (i.e., a technical 2.5% haircut) | | Deductible | 5% of the covered amount stays with the user | | Maximum estimated recovery | ~92.5% of deposited capital in a total-depeg scenario | | Estimated time to payout | 14 to 44+ days after the depeg event begins | Important to understand: this coverage is not regulated insurance (like what is offered by traditional insurance companies and supervised by regulators such as the NAIC in the US or SUSEP in Brazil). It is discretionary coverage: the final decision about whether to pay depends on a vote of Nexus Mutual's claim assessors. OpenCover is the party that triggers the process — you, as a user, do not file a claim directly. The coverage is also proportional: the total covered amount tracks the total deposited in the product. If at any point the total deposited exceeds the total covered, recovery in case of an event would be reduced proportionally. 4. What is covered and what is not | Scenario | Covered? | Note | | --- | --- | --- | | The digital dollar (sDAI) loses 10% or more of its value for 7 or more days | YES | Regardless of the cause — attack, bug, systemic failure. Subject to the 5% deductible and 2.5% technical haircut. | | A technical failure or attack that causes a depeg above those thresholds | YES | Even if the cause is different, the effect (depeg) triggers the coverage. | | A small price fluctuation (less than 10%) or short one (less than 7 days) | No | Does not meet the coverage parameters. | | Yield drops, or Sky/Maker governance zeroes out the rate | No | Not a price event — a rate change. The product guarantees no minimum rate. | | Lost phone, lost passkey, or a phishing/scam victim | No | User's responsibility — they hold custody of their own assets. | | General market downturn, where the digital dollar keeps its peg | No | Not a covered event. | | Picnic app failure or any interface-layer failure | No | Your assets remain in your wallet — you can access them through any other compatible means. | 5. Key risks Before depositing, understand the risks you are accepting. This is the most important section of this guide. Yield risk - The rate can be reduced at any time by Sky/Maker governance, including to zero. - The coverage cost may rise, reducing the net yield. - There is no guarantee of a minimum yield at any time. Protocol risk - There may be vulnerabilities in the Sky/Maker, OpenCover, or Gnosis Chain contracts that cause loss or unavailability of your balance. - Most of those scenarios, if serious, tend to cause a depeg and would therefore be covered — but there is no absolute guarantee. Coverage risk - The decision on a compensation claim is discretionary on Nexus Mutual's side and can be denied. - Strict deadlines apply: the claim must be submitted within 30 days after the depeg ends, and, once approved, the payout must be redeemed within 30 days. Missing these deadlines (for any reason) extinguishes the right. - The 5% deductible and 2.5% technical haircut reduce the final amount received even in approved cases. Custody risk - Losing your phone and access to your biometric key can result in loss of access to your funds. - Digital-money transactions are irreversible. There is no traditional “chargeback.” - Scams and phishing are the user's responsibility. Nobody from Picnic will ever ask for your key. 6. How to deposit and withdraw Deposit 1. Open Caixinha Protegida in the Picnic app. 2. Pick an amount in USDC.e (digital dollar) or EURe (digital euro). 3. Review the summary — current net yield and amount to deposit. 4. Confirm with your biometric key (passkey). Conversion to the interest-bearing digital dollar (sDAI) happens automatically. Deposits are almost instant and the yield starts accruing as soon as the transaction is confirmed. Withdrawal 1. Open Caixinha Protegida and tap Withdraw. 2. Enter the amount. 3. Confirm with your biometric key. You can withdraw at any time. The value is automatically converted back to USDC.e or EURe. Exception: if a depeg event is in progress, withdrawals may be temporarily suspended to preserve the right to coverage for all users. If this happens, Picnic will communicate it and provide instructions. 7. Fees Today, the Caixinha has no additional Picnic fees. If and when we start charging, the cost will already be deducted from the net yield shown — you never pay a separate fee. The only fees that may appear are small Gnosis Chain network fees (the cost of recording the transaction), typically under US$0.02 per operation. 8. Taxes Yields on digital assets are subject to capital gains taxation in most jurisdictions. You are responsible for computing, reporting, and paying any taxes owed. Picnic provides transaction reports in the app but does not offer tax advice. If in doubt, consult an accountant or tax attorney in your jurisdiction. 9. Caixinha Protegida × other products | Attribute | Caixinha Protegida | Bank savings account | Certificate of Deposit (CD) | | --- | --- | --- | --- | | Who holds the money | You (self-custody) | Bank | Bank | | Yield | Variable (Sky/Maker DSR) | Variable (bank's rate) | Fixed or indexed | | Currency | Digital dollar or digital euro | Local fiat | Local fiat | | Guarantee | Protocol coverage (limited, discretionary, not regulated insurance) | Government deposit insurance | Government deposit insurance | | Liquidity | Withdraw at any time | Daily | Variable (often locked) | | Main risk | Depeg, protocol failure, rate changes | Inflation, sovereign risk | Issuing bank risk | Caixinha is not a replacement for a savings account or a CD — it is a different product, in a different currency, with a different risk profile. Think of it as a way to put your digital-dollar/euro balance to work, instead of letting it sit idle. 10. Frequently asked questions Can I lose money? Yes. In uncovered events (scams, lost phone without backup, or scenarios that do not trigger the coverage), you may lose part or all of your capital. Even in covered events, the 5% deductible and 2.5% technical haircut reduce the final amount. How long does it take to receive an approved compensation? At least 14 days after the depeg starts, and potentially 44+ days depending on Nexus Mutual's vote. After approval, the payout must be redeemed within 30 days or the right is lost. Can I withdraw at any time? Yes, under normal conditions. The only exception is during an ongoing depeg event — in that case, withdrawals are temporarily suspended to preserve the coverage. Why does coverage “only” protect against a depeg? Because, in practice, that is the final effect of most serious problems that can hit a digital currency — whether from attacks, technical failures, or collapsed collateral. Covering a depeg means covering the outcome of the scenarios that matter most. What is Sky/Maker? The protocol behind DAI (the digital dollar we use), one of the oldest and most audited in the decentralized finance industry. The protocol's governance sets the interest rate (DSR). What is OpenCover? A manager specialized in arranging coverage for digital-money products. It builds the structure, buys protection from Nexus Mutual, and, if an event occurs, files the compensation claim. What is Nexus Mutual? A collective protection fund (in the mutual-insurance tradition) that operates fully on the internet. Decisions on whether to pay compensations are made by a vote of the fund's claim assessors. Why is the product called “Caixinha”? Because it is a simple way to keep some money that grows every day — a little “piggy bank,” now in digital dollars/euros and with protocol coverage. (“Caixinha” is Portuguese for “little box” — a common term for a small stash of savings.) 11. Official documents The documents below are the product's official source. If there is any conflict between this guide and the documents, the documents prevail: - Terms and Conditions — Caixinha Protegida (Picnic) - Vault Cover Terms (OpenCover × Nexus Mutual) - Annex — sDAI Vault Cover (parameters of this product) - OpenCover vault page Need help? Reach out via chat inside the Picnic app or at help.usepicnic.com.

How Contributions Are Calculated

What the Calculation Shows Picnic displays the total contributions in a simple way to help you track the growth of your cryptocurrency assets. These values serve as a historical average of price and total investment, not as an accounting or tax calculation. How the Calculation Works The Contributions field shows the average cost multiplied by the current amount in your wallet. *Displayed average cost = Sum of all contributions divided by the sum of all quantities purchased. Example: If over time you bought 0.5 units of ETH at an average cost of R$ 1,600, and today you only have 0.25 ETH units, it will show: - Average Cost: R$ 1,600 - Contributions: R$ 400 Because 1,600 x 0.25 = 400 Even if some of the coins have already been sold, the system maintains the historical average for viewing purposes only. Why This Method Is Used The calculation is intentionally simplified so that the user can clearly see: - how much they have historically invested in a particular asset; - how much their position is worth today, in a continuous and intuitive way; This model is the same adopted by various crypto portfolio tracking apps. Important - The calculation should not be used for tax purposes. - For tax declarations and reports, specific tools that consider each purchase and sale batch separately are required. - The asset's quote is always based on the corresponding pair (usually USDC). In other words, even if you use BRL to buy an asset in your operation, you should consider the pair used in the blockchain receipt. - BRL is not a base currency in the decentralized ecosystem. Therefore, the calculation should use USDC or similar. Example: Consider that the user bought ETH using BRLA. In the blockchain receipt, you can see the path taken by the assets. BRL is exchanged for USDC, and this USDC is exchanged for a version of ETH that the network finds available. The price to be considered is not BRL/ETH but USDC/WETH.

I copied the correct wallet address, but it changed when pasted. What should I do?

If you copy the wallet address to send crypto and, when pasting, the address appears different, your device is likely infected by a clipper malware. This type of malicious program swaps the copied address with the attacker's address. Blockchain transactions are irreversible: once confirmed, Picnic cannot reverse, redirect, or recover the funds. What is clipper malware (and why the address changes) The clipper monitors your device's clipboard (the “copy/paste”). When it detects a crypto address, it silently replaces it with the criminal's address. This can happen in repackaged/fake apps (including messaging apps like Telegram and WhatsApp), extensions, and programs for mobile and computer. In some cases, the package comes with RATs (Remote Access Trojans), which give the attacker full control of the device. Warning signs - You copy an address and, when pasting, some characters change. - The sent transaction does not reach the intended recipient. - Recent installation of unofficial apps, “unknown” extensions, or “modified” versions. - Slower device, strange pop-ups, or unusual permission requests. What to do before sending crypto (quick checklist) 1. Copied? Check. Compare the address characters when pasting. 2. Validate at the destination. If possible, use a QR code or test with a small transfer. 3. Use official channels. Download apps only from official stores (Google Play / App Store) and keep your system updated. 4. Be wary of links. Do not click on links from emails, social media, or messages that promise “bonuses” or request file installations. Already sent? - Once confirmed on the blockchain, the transaction is final. - Picnic cannot cancel, reverse, change the recipient, or recover funds sent to an incorrect or malicious address. Immediate steps 1. Stop transacting until you review the device. 2. Disconnect from the internet (when possible) and securely back up what is necessary. 3. Remove unknown apps/extensions. 4. Run an updated antivirus/antimalware and perform a full scan. 5. Update the operating system and browsers. 6. Change passwords for your emails and critical services (enabling 2FA where available). 7. Clean reinstallation (if the antivirus indicates the threat persists). 8. Only then resume transacting (always starting with a small test and checking addresses when pasting). Continuous best practices - Always verify addresses (beginning and end) when pasting. - Use 2FA on relevant accounts and keep antivirus active and updated. - Log out of financial platforms when finished. - Keep your personal data private and physically protect your devices. Frequently Asked Questions Can Picnic support identify the hacker? We do not have visibility beyond what is public on the blockchain. Support can guide security measures, but cannot recover funds. Can I use a QR code to avoid errors? It helps reduce the risk of manipulation during copy/paste. Still, check the address displayed before confirming.

Transaction Signature Stuck

This article can help you when you confirm an action on Picnic, but the signature on the external wallet takes longer than expected. If you access Picnic via email, look for guidance on each action (send, convert, buy crypto, load the card) in other articles here in the Help Center. Step-by-step to Sign 1. Review the action on Picnic (amount, fee, and asset). 2. Click Confirm. 3. Accept the request that appears in the extension/app (and on the device, if you have a hardwallet). 4. Wait for the success return on the Picnic screen. What Might Delay - Pending confirmation request in the wallet (the window is behind the browser). - Locked device. - Unstable internet on the computer/mobile. - Network peak of the asset (high traffic or large queue). Quick Tips - Look for the wallet window and check if there is a signature request. - Close and reopen the wallet extension and try again. - Switch tabs and return to Picnic to force a status update. - Test another internet connection (4G/5G/Wi-Fi). - Avoid multiple consecutive attempts; wait 1–2 minutes between them. Outcome Once the signature is completed, Picnic shows the confirmation on the screen and the action proceeds as usual (sending, converting, buying, etc.). If It Doesn't Work - Redo the process: reload the page, reconnect the wallet, and repeat. - Disconnect and reconnect the account; close other interfering extensions. - Try later: during peak times, the network may be congested.

How the Average Price of My Investments Works

The average price shows how much, on average, you paid for each unit of an asset in your Picnic portfolio. It automatically changes whenever there is a purchase. How It's Calculated The system adds up all the invested value (including contributions and deposits) and divides it by the total number of units you own of the asset. Average price=Total invested/Number of units With each new transaction, the system recalculates the average price based on the total invested value and the total quantity in relation to each transaction.​ Quick Example - You bought 10 ETH at $200 each → total $2,000 - Then, you bought 5 ETH at $250 each → total accumulated $3,250 / 15 = $216.67 per ETH Where to See on Picnic On the Investments screen, you can track: - Your average price - Contributions - The Total Return Important BRL is not a base currency in the decentralized ecosystem. Therefore, the calculation should be done using USDC or similar.  Learn more about the calculation of Contributions here: How Contributions are Calculated

Learn How to Check Your Transactions Directly on the Blockchain

Want to confirm if your transaction was really sent or received? The blockchain records everything publicly and transparently. In this article, you'll learn how to check your transactions on your own. What is a Blockchain Explorer An explorer is like a public statement of the network. It shows all the details of each transaction: amount, date, status, and involved address. Examples of explorers: - Etherscan (Ethereum) - Polygonscan (Polygon) - Gnosisscan (Gnosis Chain) - BscScan (BNB Smart Chain) How to Find Your Transaction 1. Open Picnic and copy the transaction hash (also called TxID). 2. Access the explorer of the corresponding network (e.g., transaction on Ethereum → Etherscan). 3. Paste the hash into the search bar on the site and press Enter. 4. Check the information: - Status (pending, confirmed, or failed) - Amount sent or received - Source and destination addresses - Fee paid (gas fee) Important Tips - Always use the correct network explorer. If your transaction was on Polygon, it won't appear on Etherscan. - Pending status: it may take a few minutes to be confirmed, depending on network congestion. - Failed status: means the transaction was not processed. In this case, the funds remain in your wallet or return in an asset of the same value. - Picnic cannot change transactions already recorded on the blockchain. They are public, immutable, and only depend on the network. Next Steps - Learn how to export your wallet to access it on another interface →

I Can't Find My Crypto Transaction

How to resolve: 1. Try the operation again 2. Look for a refund token in the history 3. Refresh the page and wait a few minutes (some transactions may take longer than expected) 4. Check for any pending transactions Main cause: A token with low liquidity can cause the investment execution to fail. If it doesn't work: - Try investing during peak market hours - Consider tokens with higher available liquidity - Ensure there is enough balance for network fees Automatic refund: If the transaction fails, the amount usually returns automatically as another token to your wallet.

Transferred to the Wrong Network

Picnic supports various blockchains, but not all coins are available on all networks. It is the user's responsibility to check in advance which network each asset is directly supported on. This check can be easily done in the app itself: 1. Go to the Buy Crypto tab. 2. Enter the name of the coin in the Search field. 3. Check which blockchains this asset is currently available on in Picnic. What happens if I used the wrong network? - If the deposit was made on a blockchain not currently supported by Picnic, your funds will not appear in the balance. - However, the assets are not lost: they remain secure on the blockchain, but are not directly accessible within the Picnic platform. To try to access your assets, consult the following article: How to Install Your Picnic Wallet on Rabby

Crypto Transaction Failed and I Can't Find My Balance

When a transaction fails, it usually happens due to technical issues on the blockchain. Important: This does not affect the security of your wallet. These situations can occasionally occur. What Happens to the Money When a transaction fails, the blockchain automatically processes a refund. How the refund works: - You receive an asset of equivalent value to the original - The returned asset is the one available at the time of the transaction - Picnic does not control which asset will be returned How to Locate the Refund Step 1: Refresh the Platform Refresh the Picnic page to load the latest information. Step 2: Look for the Refunded Asset Check your wallet for an asset with a value close to what you attempted to exchange. What to Do Next Option 1: Exchange Now Make a new exchange to obtain the desired asset. Option 2: Wait Wait until market liquidity improves to get a more advantageous exchange.