Problems with the app

Symptoms first. Find the one that matches what you see. Most of these are quick to fix on your side; the ones that are not say so, and tell you what to pass on to the exchange's support.

The app says no internet connection

The app could not reach the exchange. Depending on the screen, you see No internet connection, Connection timeout, Network error. Please check your internet connection. or Unexpected error occurred, often after Error:.

Work through these:

1. Check your phone's connection. Turn Airplane mode off, and make sure Wi-Fi or mobile data is on. Open any other website to prove the connection works.
2. Try the other network. Switch from Wi-Fi to mobile data, or the other way round. Some public, office and school Wi-Fi networks block exchanges.
3. Turn off a VPN or ad blocker on the phone if you use one, and try again.
4. Open the exchange's website in your phone's browser. If the website does not load either, the exchange itself is unreachable or under maintenance. Wait and try again later — there is nothing to fix on your phone.
5. Close the app completely and open it again.

If the website works on the same phone and connection but the app still cannot connect, update the app from your app store. If that does not help, contact the exchange's support and say which message you see and on which screen.

The app shows it is using offline mode

A strip at the top of the screen says Unable to connect to server. Using offline mode. or Server is under maintenance. Using offline mode.

• Unable to connect to server means that when the app opened, it could not reach the exchange at all to load the markets. Treat it like "no internet connection" above.
• Server is under maintenance usually means the exchange answered that it is undergoing maintenance or temporarily unavailable. That is on the exchange's side, not a problem with your phone.

While the strip is showing, prices and balances may not be up to date, and actions such as placing an order or withdrawing can fail. Do not assume an action went through unless the app confirms it.

The strip goes away by itself as soon as the app loads the markets again. To check sooner, close the app completely and open it again: if the exchange is back, the app opens without the strip. During maintenance, wait and try again later.

My session ended and the app sent me back to sign in

The sign-in screen shows Your session has ended. Please sign in again. This means the exchange stopped recognising your sign-in on this phone — for example, the session expired, you or someone else signed out all your devices, or you reset your password (a reset signs you out everywhere on purpose).

Sign in again and carry on. Nothing about your account or balances has changed.

Sometimes the notice gives a more specific reason. Signed out after 5 incorrect codes appears after too many wrong two-factor codes when releasing crypto on a P2P trade; it says how long to wait before you can try the release again. See Two-factor authentication in the app.

Tapping Logout yourself never shows this notice. If you keep being signed out and you did not reset your password or sign out anywhere, change your password and tell the exchange's support. More detail is in Signing in to the app.

A feature says it is not available in the app

Some features exist on the exchange's website but are left out of the mobile app on purpose — most of them because the Apple App Store and Google Play rules do not allow them in an app like this one. The app has no screens for most of them; where you do meet one, the exchange answers with a message such as:

• Binary options trading is not available in the mobile app.
• Forex investment plans are not available in the mobile app.
• AI Investment is not available in the mobile app.
• The multi-level referral programme is not available in the mobile app.
• Launching a token is not available in the mobile app.
• Trading strategies cannot be bought or sold in the mobile app. You can still create, configure and run your own bots here.
• API keys are managed on the web. The app can disable or delete a key and stop a running bot, but new keys are only ever created in a browser, on the exchange's website.

These are not faults and not a problem with your account. Everything else in your account works as normal. Some exchanges do offer AI Investment and the referral programme in their app; where yours does not, you see the message above. Ask the exchange's support if you have questions about these features.

Other messages come from the exchange's own choices:

• … is not available on this platform. — the exchange does not currently offer that feature in the app.
• This is not available on your account. or … is not available right now. — the feature cannot be used on your account at the moment. Try again later, or ask support if it keeps happening.

For messages about your country or identity verification, see the next question.

A feature says it is not available in my country or needs verification

Some features depend on where you live or on identity verification. The message tells you which:

• Complete identity verification to use … — open Profile (the gear icon at the top right of Home), tap KYC Verification and complete the level the feature needs. On the Trade screen, the Verify identity button takes you straight there.
• Tell us your country of residence to use … or … needs your country of residence confirmed before it can be used in the mobile app. — the exchange does not know where you live yet. Open Profile, tap the pencil icon to open Edit Profile, pick your Country from the list under Location, and tap Save. Completing identity verification also works. On the Trade screen, the Add your country button takes you straight to Edit Profile.
• … is not offered in your registered country, because this platform is not licensed to provide it there. The rest of your account is unaffected. (or … is not available in your country in the mobile app.) — the exchange is not licensed to offer that feature where you live. There is nothing to change in the app; the rest of your account works as normal.

If your country was typed in rather than picked from the list, Edit Profile says On file: and the value. Pick it from the list so the exchange can recognise it.

If the app says Couldn't check what's available on your account., tap Retry. If it keeps happening, see "The app says no internet connection".

My coin icons show letters instead of logos

Instead of a coin's logo, the app shows a small tile with a few letters of its symbol, such as BTC. The app draws this tile whenever it cannot load a picture for that coin.

• One or two coins show letters: the exchange has no picture for those coins. That is normal and changes nothing — prices, balances and trading work the same.
• Every coin shows letters: first update the app from your app store — older versions of the app showed letters for every coin. If it still happens on the latest version, the app cannot load coin pictures from the exchange. That is down to how the exchange is set up, not a problem with your phone or account, and reinstalling will not change it. Prices, balances and trading are not affected.

If every coin shows letters on the latest version, it is worth telling the exchange's support, so they can fix it for everyone. Mention that it happens in the mobile app.

Why is the app only in English?

The app is in English, and it has no language setting. Changing your phone's language does not change the app.

If you prefer another language, the exchange's website may offer one — look for a language choice there. Your account is the same in the app and on the website, so you can do something on the website in your language and carry on in the app.

Emails from the exchange are separate from the app, and their language is decided by the exchange, not by the app. If a message in the app is unclear to you, the exchange's support can explain it — quote the message exactly as it appears on screen.

The app is in dark mode and I want light mode

The app starts in dark mode, whatever your phone's own setting is. To switch:

1. Open Profile — tap the gear icon at the top right of Home.
2. Tap the sun or moon icon at the top of the Profile screen. The sun switches to light mode; the moon switches back to dark.

The app remembers your choice the next time you open it. It does not follow your phone's light or dark setting automatically, so change it here if you change your mind. If the icon is hard to spot, look at the top right of the Profile screen, on the same line as the Profile title and the back arrow. The icon is drawn in the app's main colour.

The app shows Configuration Error and will not open

If the app opens on a screen titled Configuration Error — Failed to load app configuration, the problem is in this version of the app itself, not in your phone or your account. Reinstalling the same version will not fix it, and your account and funds are not affected.

1. Check your app store for an update to the app and install it.
2. If there is no update, contact the exchange's support through its website and tell them the app shows Configuration Error. If there is more text under the title, include it.

Until it is fixed, you can use your account on the exchange's website.

Why does a link in an email open the website instead of the app?

Links in emails from the exchange — to confirm your email address, or to reset your password — always open the exchange's website in your browser. The app does not open from links. This is expected.

Finish the step on the website: confirm your address, or choose your new password. Then go back to the app and sign in. See Signing in to the app and Resetting your password in the app.

The same goes for links to the exchange that people share with you: they open in your browser, not in the app. Tapping a notification on your phone does open the app.

How do I find which version of the app I have?

Support may ask which version of the app you use. To find it:

1. Open Profile — tap the gear icon at the top right of Home.
2. In the Legal card, tap Open-source Licenses.
3. The top of the page shows the app's name and its version number, often followed by a build number in brackets.

Include that version when you contact support about a problem in the app. Your phone's app store also shows whether an update is available — installing it is a good first step for any problem on this page.