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Deposit states

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Nothing appears at all

  1. Confirm you sent on the network shown on the deposit page, not merely the right asset.
  2. Confirm the amount was above the minimum.
  3. Confirm any required memo / extra id was included.
  4. Check the transaction hash on a block explorer.
If you sent over the wrong network, the funds are not recoverable. Nothing in the support process changes that.

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Sign-in

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”Something went wrong on our end”

Generic auth failure. In order of likelihood:
  1. Wrong password.
  2. The account has no password — it was created via GitHub. Use the GitHub button, or add a password through Reset Credentials.
  3. Wrong or expired 2FA code — see below.
  4. A stale session cookie. Clear cookies for the site and retry.
All of these fail identically on purpose, so the form cannot be used to enumerate accounts.

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2FA codes always rejected

Almost always a device clock. Codes are accepted with one step of skew either side — about thirty seconds. Turn on automatic time synchronisation. If the clock is right, use a recovery code, then disable and re-enrol.

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Signed out sooner than expected

“Remember me” unticked means a 24-hour session, not “until I close the tab”. Ticked is 30 days.

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no matching decryption secret in server logs

Self-hosting only. A session cookie was encrypted under a different AUTH_SECRET. The app already sends a header clearing the cookie, so one page load resolves it. If it persists, delete authjs.session-token in DevTools — the cookie was likely set on a different path.

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Purchases

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Checkout did not grant anything

  1. Confirm the payment reached the required confirmations.
  2. Check the state on the deposit screen.
  3. Contact support with the transaction hash. Do not send again.

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Verification

A rejection is not final — fix the specific issue named in the note and resubmit.

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Signal engine

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”Not connected”

The deployment has no engine configured. This is a deliberate message rather than a fallback to sample data, so you can tell a missing engine from a working one. Self-hosting: set SIGNAL_ENGINE_BASE_URL to an absolute URL. See Environment variables.

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The feed stalls

Requests time out after 5 seconds. Reload; if it persists the engine is likely down. Check /api/health and read checks.signalEngine.status.

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Referrals

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Self-hosting

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Invalid environment variables at boot

The message names the field. Common cross-field failures:
  • RESEND_API_KEY set without a valid RESEND_FROM
  • NOWPAYMENTS_API_KEY set without NOWPAYMENTS_IPN_SECRET / NOWPAYMENTS_BASE_URL
  • SIGNAL_ENGINE_BASE_URL not an absolute URL
  • STATUS_PAGE_URL not http/https

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KYC uploads land on the local filesystem

No S3 bucket configured, so the development-only fallback is active. Never run production this way.

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Getting help

Include the transaction hash, the asset and network, the deposit state, and what you expected versus what happened. See Knowledge Base & Help Desk.