Troubleshooting

Diagnosing and resolving common issues.

Issue Categories

Section	Description
KYC Issues	Verification failures, document rejections
Payment Issues	Deposits, withdrawals, transactions
Commission Issues	Missing pay, calculation questions
Privacy Issues	GDPR requests, data deletion, email subscriptions
Escalation	When and how to escalate issues

Before Opening a Ticket

Check:

• FAQ for common answers
• Allow processing time (deposits, withdrawals)
• Verify account status is active
• Review any error messages received

Escalation Path

flowchart LR
    A[Issue] --> B[Self-Help]
    B -->|Not Resolved| C[Support Ticket]
    C -->|Complex| D[Escalation]
    D --> E[Resolution]

Response Times

Priority	Expected Response
Standard	1-3 business days
Urgent	Same day (if flagged)
Complex	May take longer

When to Contact Support

• Issue not covered in documentation
• Error persists after troubleshooting
• Financial discrepancy
• Account access problems
• Compliance questions