Sandbox Expired in <30 Days – No Response from Fireblocks Team

Support
1

We are currently facing a critical issue with the Fireblocks sandbox environment, and unfortunately, there has been no response from the Fireblocks team so far.

Our sandbox access expired in less than 30 days from sign-up, which was unexpected. In addition, all access appears to have been removed entirely, including owner/admin permissions, as if the environment was deleted.

Current situation:

  • Sandbox environment is no longer accessible

  • Admin/Owner access fully revoked

  • IP not whitelisted, blocking all development activity

  • No response from Fireblocks support to date

This has completely halted our development. We are building a white-label, VARA-regulated crypto exchange in Dubai, and Fireblocks is a core part of our infrastructure.

The lack of response is particularly concerning and, frankly, not a good experience for the developer community—especially for teams working under regulatory timelines.

Has anyone else experienced this?
Any guidance on how to restore access or escalate this internally would be highly appreciated.

Thank you.

2

Hi @akoll-itsec

Thank you for your message, and it was great connecting with you briefly on Monday.

I’m glad to confirm that access has been restored. The issue was traced back to an IP allowlist configuration applied by one of your team members, which was restricting access to the Fireblocks console. You can find full details on how this feature works here: https://support.fireblocks.io/hc/en-us/articles/9189366603548-Allowlisting-IP-addresses-for-Console-access

On the sandbox environment itself — just to set the right expectations: the Fireblocks sandbox is a complimentary 30-day environment designed primarily for prospects to explore our rich set of APIs. As it is not a production environment, support is provided on a best-effort basis.

That said, all Fireblocks clients benefit from 24/7 standard support, and their testing is conducted in a production-equivalent environment with access to testnet blockchains, all covered under our standard SLAs. Full details on our support policy are available here: https://support.fireblocks.io/hc/en-us/articles/360012404639-Support-policy

To help avoid disruptions like this in the future, I’d also recommend making use of our Help Center (https://support.fireblocks.io/hc/en-us) and Developer Portal (https://developers.fireblocks.com/), which provide detailed guidance on configuration and best practices.

Wishing you and the team continued success with the project.

Séba from Fireblocks