The error Could not get balances means your Cryptohopper bot lost its connection to your exchange's API and could not retrieve your account balance.
Sporadic or constant?
The first thing to check is how often the error appears:
Once in a while — This is a temporary timeout from the exchange. No action needed. The bot will reconnect automatically.
Every 20 seconds or more often — Something is blocking the connection. Follow the steps below.
How to fix it
Go to Config > Baseconfig > Exchange in Cryptohopper. Delete your current API key and secret, create a fresh API key on your exchange, then paste it into Cryptohopper and click Save.
Make sure your API key has the right permissions. Each exchange uses different settings — follow the guide for your exchange to make sure the key is set up correctly. As a rule: never enable withdrawal permissions.
Make sure your funds are in the spot wallet (also called trading wallet) on your exchange — not in savings, staking, earn, or a sub-account. Cryptohopper can only read balances from the spot wallet.
Check your browser's auto-fill settings. Some browsers automatically overwrite the API key field with a saved password. Clear the field and type your API key in manually.
Check your antivirus program. Some antivirus software blocks API connections. Try temporarily disabling it to see if that resolves the error.
Verify the error is resolved
After making changes, wait a minute and check your bot's log. If the error no longer appears, the issue is fixed.