These are the ones customers see most often.
Signing in and your account:
- Invalid email or password, or the account is temporarily locked: check your details. After 5 wrong passwords, sign-in pauses for 15 minutes; you can also reset your password.
- Verify your email before signing in: choose Enter verification code and use the 6-digit code we emailed you.
- Verification code is invalid or expired: codes last 10 minutes. Request a new one after 60 seconds.
- Too many verification attempts. Request a new code: each code allows 5 attempts.
- Use a JPG, PNG or PDF file, or Each file must be 6 MB or smaller: choose a supported identity document file.
Wallet:
- Identity verification is required before withdrawal: complete identity verification first.
- A fresh authenticator confirmation is required to withdraw: enter a code from your authenticator app. Nothing was sent.
- The network fee changed, or The network fee cannot be estimated right now: nothing was reserved. Review the withdrawal again.
- Insufficient available balance for the amount plus the maximum network fee: lower the amount.
- We could not confirm this request: check Wallet, under History, before retrying; retrying the same request doesn't create a second withdrawal.
Trading and transfers:
- Execution unavailable: trading from this screen isn't open for your account.
- The action was not confirmed: refresh and check your inputs; retrying the unchanged action uses the same request.
- Transfer refused or confirmation unavailable: refresh and check your balance; retrying the same request doesn't create a second transfer.
If a message isn't listed here or keeps appearing, contact support with the time, the page and the exact message.