Troubleshooting Guide

This guide covers common issues and their solutions for both administrators and users of the platform.

Common User Issues

Login & Authentication

Cannot Log In

Problem: User cannot access their account

Possible Causes & Solutions:

1. Incorrect Password

   • Use “Forgot Password” link to reset
   • Check for caps lock enabled
   • Verify email address is correct

2. Account Not Verified

   • Check email for verification link
   • Request new verification email
   • Check spam/junk folders

3. Account Suspended

   • Contact support for suspension reason
   • Resolve any compliance issues
   • Wait for admin review

4. 2FA Issues

   • Ensure device time is synchronized
   • Use backup codes if authenticator unavailable
   • Contact support to disable 2FA temporarily

2FA Code Not Working

Problem: Authentication codes are rejected

Solutions:

• Verify device time is set to automatic
• Generate fresh code (codes expire every 30 seconds)
• Try backup codes
• Contact support if all codes fail

Order Issues

Order Stuck in “Waiting” Status

Problem: Order remains in waiting status for extended period

Possible Causes & Solutions:

1. Payment Not Sent

   • User needs to send payment to provided address
   • Check if deposit address was copied correctly
   • Verify network matches (ERC-20, TRC-20, etc.)

2. Insufficient Blockchain Confirmations

   • Bitcoin: Wait for 1-3 confirmations (10-30 minutes)
   • Ethereum: Wait for 12-20 confirmations (3-5 minutes)
   • Check transaction on blockchain explorer

3. Payment Below Minimum

   • Verify sent amount meets minimum requirement
   • Contact support if amount was correct

4. Wrong Network

   • Ensure crypto sent on correct network
   • Example: USDT on TRC-20 vs ERC-20
   • Contact support immediately if wrong network used

Order Failed or Cancelled

Problem: Order shows failed or cancelled status

Common Reasons:

• Payment not received within expiration time
• Exchange rate changed significantly
• Insufficient liquidity
• Technical issues with exchange provider

Solutions:

• Contact support with order ID
• Refund typically processed automatically
• Provide proof of payment if applicable

Wrong Wallet Address Entered

Problem: User provided incorrect destination address

Solutions:

• Contact support IMMEDIATELY
• Provide correct address
• May require manual intervention
• Funds may not be recoverable if already sent

Payment Issues

Payment Sent But Not Confirmed

Problem: User sent payment but order not updating

Steps to Resolve:

1. Verify Payment Details

   • Check transaction hash on blockchain explorer
   • Confirm sent to correct address
   • Verify amount matches order

2. Check Processing Time

   • Fiat payments: 1-3 business days
   • Crypto payments: 5 minutes to 1 hour
   • Card payments: Instant to 30 minutes

3. Provide Proof

   • Upload payment screenshot
   • Provide transaction ID/hash
   • Contact support with evidence

Payment Method Not Available

Problem: Desired payment method not shown

Possible Causes:

• Method disabled by administrator
• Currency pair incompatibility
• Method temporarily under maintenance

Solutions:

• Try alternative payment method
• Contact support for method availability
• Check platform announcements

Withdrawal Issues (Affiliate)

Cannot Request Withdrawal

Problem: Withdrawal button disabled or error shown

Common Reasons:

1. Below Minimum Threshold

   • Check minimum withdrawal amount
   • Accumulate more earnings

2. Pending Verification

   • Complete email verification
   • Complete KYC if required

3. Invalid Wallet Address

   • Verify address format is correct
   • Check network selection matches address

Withdrawal Pending for Long Time

Problem: Withdrawal request not processed

Typical Timeline:

• Review: 1-3 business days
• Processing: 1-24 hours after approval
• Blockchain confirmation: 5-30 minutes

If Delayed:

• Check request status in Affiliates section
• Verify no additional information requested
• Contact support after 5 business days

Common Admin Issues

Dashboard & Analytics

Dashboard Not Loading

Problem: Admin dashboard fails to load or shows errors

Solutions:

• Clear browser cache and cookies
• Try different browser
• Check internet connection
• Verify admin session hasn’t expired
• Contact technical support if persists

Order Management

Cannot Update Order Status

Problem: Status update fails or doesn’t save

Troubleshooting:

1. Verify admin permissions (role level)
2. Check for validation errors
3. Try logging out and back in

Orders Not Appearing

Problem: Expected orders not visible in list

Solutions:

• Check filter settings (status, date range, etc.)
• Verify orders aren’t archived
• Check if viewing correct order type
• Search by order ID directly

Payment Method Configuration

Payment Method Not Showing to Users

Problem: Configured payment method not available

Checklist:

• Method status is “Active”
• Connected to relevant currencies
• Geographic restrictions don’t exclude users
• Sending/receiving capabilities enabled as needed
• Fee structure configured
• Min/max limits set appropriately

Fee Calculations Incorrect

Problem: Fees not calculating as expected

Verify:

• Fixed fee amount set correctly
• Percentage fee entered as decimal (e.g., 0.025 for 2.5%)
• Both sending and receiving fees configured
• No conflicting fee rules
• Clear browser cache after changes

Currency Management

Exchange Rates Not Updating

Problem: Rates remain static or show old values

Solutions:

1. Manual Rates:

   • Admin must update manually
   • Set to “Dynamic” for auto-updates

2. Dynamic Rates Not Working:

   • Contact support

3. Rate Provider Issues:

   • Try alternative provider

Currency Not Available for Exchange

Problem: Currency added but not usable

Checklist:

• Currency status is “Active”
• Exchange rate configured
• Connected to at least one payment method
• Default sending/receiving methods set
• Min/max amounts configured

User Management

Cannot Create Admin Accounts

Problem: New admin account creation fails

Requirements:

• Subscription plan allows multiple admins
• Valid email address provided
• Email not already registered

User Verification Fails

Problem: Users report verification emails not received

Solutions:

• Verify SMTP settings
• Check spam filters
• Manually verify user in admin panel
• Resend verification email

Technical Issues

Email Delivery Issues

Emails Not Being Sent

Problem: Users not receiving platform emails

Troubleshooting:

1. Email Service Status:

   • Check sending quota
   • Review bounce/spam rates

2. Configuration:

   • Verify SMTP settings
   • Check from/reply-to addresses
   • Check email templates

3. Recipient Issues:

   • Verify email addresses are valid
   • Check spam filters
   • Try different email provider

Error Messages

User-Facing Errors

”Invalid trading pair”

Meaning: The selected currency combination is not supported

Solution: Choose different currencies or contact support

”Amount too low/high”

Meaning: Transaction amount outside allowed limits

Solution: Adjust amount to fall within min/max range

”Insufficient liquidity”

Meaning: Not enough funds available for exchange

Solution: Try smaller amount or different currency pair

”Order expired”

Meaning: Too much time passed without payment

Solution: Create new order and send payment promptly

”Invalid address format”

Meaning: Wallet address format is incorrect

Solution: Double-check address, ensure correct network selected

Admin Errors

”Insufficient permissions”

Meaning: Account doesn’t have required role level

Solution: Contact Super Admin for role upgrade

”Duplicate entry”

Meaning: Record with same unique identifier exists

Solution: Use different identifier or update existing record

”Validation failed”

Meaning: Input doesn’t meet requirements

Solution: Review error details, correct invalid fields

Getting Additional Help

When to Contact Support

Contact support if:

• Issue persists after following troubleshooting steps
• Error messages are unclear
• Data loss or corruption suspected
• Security concern identified
• Critical functionality broken

Information to Provide

When contacting support, include:

For Users:

• Account email
• Order ID (if applicable)
• Transaction hash (if applicable)
• Screenshot of error
• Steps to reproduce
• Browser and device information

For Admins:

• Admin account email
• Affected user accounts
• Error messages or logs
• Steps to reproduce
• Recent changes made
• Time of occurrence

Emergency Contacts

Critical Issues (platform down, security breach):

• [Emergency contact information]
• [Emergency email]

Non-Critical Issues:

• Regular support email
• Support ticket system
• Response time: 24-48 hours

This troubleshooting guide covers the most common issues. For platform-specific issues or advanced technical problems, consult the technical documentation or contact the development team.