Troubleshooting

Diagnosing and resolving common issues.

Issue Categories

• 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

Response Times

• 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