Troubleshooting

Specific failures and the specific fix for each.

Deposit states

State	Cause	What to do
WAITING longer than expected	Wallet has not broadcast, or is queuing	Check your wallet’s outgoing transaction
CONFIRMING	Normal — confirmations accruing	Wait. Thresholds range from 1 (XRP) to 32 (SOL)
PARTIALLY_PAID	Less arrived than expected	Help Desk with the transaction hash
FAILED	Transfer did not complete	Check your wallet — funds usually never left
EXPIRED	Window closed before arrival	Request a new address. Do not reuse the old one
CONFIRMED but balance unchanged	Callback lag	Wait a few minutes, then contact support

Nothing appears at all

1. Confirm you sent on the network shown on the deposit page, not merely the right asset.
2. Confirm the amount was above the minimum.
3. Confirm any required memo / extra id was included.
4. Check the transaction hash on a block explorer.

If you sent over the wrong network, the funds are not recoverable. Nothing in the support process changes that.

Sign-in

”Something went wrong on our end”

Generic auth failure. In order of likelihood:

1. Wrong password.
2. The account has no password — it was created via GitHub. Use the GitHub button, or add a password through Reset Credentials.
3. Wrong or expired 2FA code — see below.
4. A stale session cookie. Clear cookies for the site and retry.

All of these fail identically on purpose, so the form cannot be used to enumerate accounts.

2FA codes always rejected

Almost always a device clock. Codes are accepted with one step of skew either side — about thirty seconds. Turn on automatic time synchronisation.

If the clock is right, use a recovery code, then disable and re-enrol.

Signed out sooner than expected

“Remember me” unticked means a 24-hour session, not “until I close the tab”. Ticked is 30 days.

Signed out unexpectedly, or stuck on the sign-in screen

A stale session cookie. One page load normally clears it by itself. If it persists, clear cookies for the site and sign in again.

Purchases

Message	Meaning
”That subscription is already active.”	You hold it. Wait for the term, or buy a different tier
”You already own that.”	Add-ons are permanent — there is nothing to re-buy
”That item isn’t available.”	Unknown item id
Insufficient balance	Top up, or use crypto checkout

Checkout did not grant anything

1. Confirm the payment reached the required confirmations.
2. Check the state on the deposit screen.
3. Contact support with the transaction hash. Do not send again.

Verification

Rejection	Fix
Corners not visible	Photograph the whole document flat, with margin
Glare	Diffuse light; avoid direct overhead light on laminate
Illegible text	Fill the frame; do not upscale a small crop
Expired document	Use a current one
Wrong number of sides	Passport 1; licence and ID card 2
File too large	8 MB max; JPEG, PNG or WebP

A rejection is not final — fix the specific issue named in the note and resubmit.

Signal engine

”Not connected”

The engine is not currently reachable. This is a deliberate message rather than a fallback to sample data, so you can tell a missing engine from a working one.

Nothing to do at your end — the live feed returns when the engine does.

The feed stalls

Requests time out after 5 seconds. Reload; if it persists the engine is likely down. Check /api/health and read checks.signalEngine.status.

Referrals

Symptom	Explanation
Referral not credited	The cookie is 30 days — they may have signed up after it lapsed, or cleared cookies, or used a different browser
Referral shows but no commission	Commission is paid on purchases, never deposits
Commission smaller than expected	Tier 1 is 5%, Tier 2 is 2%, on the purchase price

Getting help

Include the transaction hash, the asset and network, the deposit state, and what you expected versus what happened. See Knowledge Base & Help Desk.