In the fast-paced world, transactions are expected to be seamless. However, delays and failures can occur for various reasons. Understanding the causes and solutions can help you resolve issues quickly and efficiently. Here’s a guide to troubleshooting common transaction problems.
Login issues
If you see an error message with a number, take a screenshot and contact support.
Try logging in through the website instead of the app (or vice versa).
If the issue persists, share a screenshot of the error with support.
Send and receive transactions
If your transaction is delayed, follow these steps:
Copy the transaction hash number.
Paste it into a blockchain explorer website to check the status and confirmations. For example: https://etherscan.io/tokens
If the transaction is confirmed but not received after 4 hours, contact support and share a screenshot.
Withdrawals
International withdrawals
Wait for 4 working days after the app status shows Completed.
If funds are not received, contact support and share a bank statement covering the period from the request date to the current date.
Local withdrawals (Bahrain and UAE)
Wait for 1 working day after the app status shows Completed.
If funds are not received, follow the same steps as international withdrawals.
Deposits
International deposits
Wait for 4 working days for processing after sending the amount yourself to our IBAN.
If funds are not credited, contact support and share a screenshot of the transaction in your bank’s app/website, showing our IBAN, date, and time.
Local deposits (Bahrain and UAE)
Wait for 1 working day for processing.
If funds are not credited, contact support and share a screenshot of the transaction in your bank’s app/website, showing our IBAN, date, and time.
Following these steps will help you resolve transaction issues faster. Providing the necessary details to support will help speed up the resolution process. If you need assistance, reach out to support with the required details.