Troubleshooting Instant Convert
Every sentence a user can be refused with, what caused it and what you do about it, followed by the operator-side symptoms - funding that is not credited, a payout that will not finish, a frozen currency, a settings save that is refused.
A refusal never names a venue, a guard or a server-only threshold, such as the
platform's hourly limit or an exposure cap: a sentence that carried them would
tell a user when a quote is worth taking against you. Where it names a figure,
it is one the user is already shown: the per-convert minimum and maximum, their
own daily limit, or the decimal places a currency allows. The detail is in the
backend log under the CONVERT module, and in each quote's recorded price
inputs. So the user's sentence tells you which kind of refusal it was, and
this page tells you where to look.
Start here: nothing converts on a new install
If every quote into a currency says Convert to ETH is temporarily unavailable, the house almost certainly holds nothing of it yet, or its floor is at or above what it holds. Open Admin → Convert → Inventory. A Below floor badge is the answer: fund the house or lower the floor. The dashboard raises the same alert.
If the widget shows Convert isn't available right now, no asset row is open for converting. If the page has no Spot/Ecosystem toggle and shows Spot balances only, no Ecosystem asset passes the eligibility rules or the Ecosystem gates hold it shut; see Converting on Ecosystem.
Every refusal a user can see
The addon is off or not ready (503)
| The user sees | Cause | What you do |
|---|---|---|
| Instant Convert is paused. Please try again later. | convertQuotingPaused is on |
Unpause it (Settings → General, or System → Settings). |
| Instant Convert is not taking new converts right now. Please try again later. | Mode is drain | Intended while you wind down. Set Mode back to Live to reopen. |
| Instant Convert is installed but disabled. Enable it in Admin → System → Extension Manager. | The extension is off | Switch it on. (On a current core the extension gate usually answers first, with a 404.) |
| Instant Convert is not installed. | No extension row | Install the release and run pnpm updator. |
| The Instant Convert licence is not activated. | The licence check failed | Activate the licence on the product page; check outbound access to the licence server. |
| Instant Convert needs a newer Bicrypto core (Convert level N). | The core is older than the addon needs | Update the core. |
| Instant Convert's database columns are not ready. Run the core update's database step, then try again. | The CONVERT type members are missing from the live schema |
Run the core update's database step (pnpm updator). |
| Instant Convert is temporarily unavailable. Please try again later. | There is no Super Admin, so no fee could land | Make sure a Super Admin account exists. The log says so at critical level. |
| Instant Convert is temporarily unavailable. Please try again in a moment. | Redis did not answer when the convert tried to take its cap lock | Check Redis. |
The account (403)
| The user sees | Cause | What you do |
|---|---|---|
| This account cannot convert. | A system account (the house, the treasury) | Nothing: by design. |
| KYC verification is required to convert. / Your verification level does not include this feature (convert). … | The Trade KYC feature; a Send also needs the withdrawal feature | The user completes verification, or you change which level carries the feature. |
| (your geo-restriction message) | The user's country is blocked from trading, or for a Send from withdrawing | Your geo rules, as configured. |
| Confirm this convert with the code from your authenticator app. | convertRequire2fa is on and no code was sent |
The user enters the code. Email and SMS users get one from the dialog. |
| Converting requires two-factor authentication. Enable … 2FA in your profile security settings, then convert. | The user has no factor enrolled | The user enrols one. |
| Converting requires … two-factor authentication. Your account uses … 2FA; switch method … | The user's method is not an accepted one | Leave the convertTwoFactor*Allowed keys unset, or the user switches method. |
| Your two-factor verification has expired or was already used. Please verify again. | The single-use token was spent or timed out | The user verifies again. |
| This withdrawal must be confirmed with a two-factor code. … | A Send or convert-and-withdraw under the withdrawal 2FA policy | The dialog asks for the withdrawal code; the user enters it. |
| Spot wallets are currently disabled, so you cannot withdraw funds. / … is not currently available on this platform. | A Send paid from Spot, while Spot withdrawals or the currency are switched off | Your platform withdrawal switches. |
Which pair (409)
| The user sees | Cause | What you do |
|---|---|---|
| Converting from BTC is not available. / Converting to ETH is not available. | The asset row is off, missing, or does not allow that direction | Assets. |
| Convert on Ecosystem is not available for XMR | Not a single-chain pooled family on either side, or not enabled on any chain | By design; see Converting on Ecosystem. |
| Convert to ETH is only available as Send | A native coin, SPL or multi-chain token as the target of an Ecosystem convert | Open a Send chain for it if you want to offer it. |
| Convert on Ecosystem balances is not available right now | An Ecosystem gate: the Ecosystem extension is off or unlicensed, or its withdrawal queue is owned by the Rust backend | Read the log line for which gate. |
| Convert & Send to ETH on BSC is not available. / Convert & Send is not available right now. | Send is off, no enabled Send chain row, the ecosystem addon is too old for this kind of Send, or the chain is not house-payable | Read the log line for which. See Sends. |
| Convert and withdraw is not available right now. | The ecosystem addon's withdrawal policy module is missing or too old | Update the Ecosystem addon. |
| Convert to ETH is temporarily unavailable / Convert from BTC is temporarily unavailable | The house cannot pay above the floor; or an unhedged exposure cap would be exceeded; or quoting of that currency is closed | Check Inventory for the floor, the dashboard for exposure, and Hedges for Converts closed. |
The price (409)
| The user sees | Cause | What you do |
|---|---|---|
| Prices are temporarily unavailable for ETH. | No usable book: no exchange provider (on Spot), an exchange ban, Convert's breaker open after a rate limit, a stale or missing book, or the reference venue could not be read | Usually transient. If it persists, check the provider connection and whether the reference venue lists the coin. |
| There is no market to price ETH right now. | Your venue lists no ETH/USDT market | Choose another asset, or another provider. |
| Prices for ETH are unsettled right now. Please try again in a moment. | The reference venue disagrees beyond the deviation limit, or the direct pair says the route is too generous | Transient in a fast market. If constant, look at the quote's price inputs: one book may be wrong, or the reference venue lists a different asset under the same symbol. |
| This amount is too large to convert at a fair price right now. Try a smaller amount. | The size would move the book past the impact limit, or run off it | By design. Raise convertMaxQuoteImpactBps only for deep books. |
| The amount is too small to convert. / This amount is too small to send. / … to withdraw. | It rounds to nothing at the currency's precision, or fees exceed it | By design. |
| The network fee cannot be quoted right now. Please try again in a moment. | The chain could not be asked for a fee estimate | Check the chain's RPC. |
Size and limits (409)
| The user sees | Cause | What you do |
|---|---|---|
| The minimum convert is $10.00. / The maximum convert is $10,000.00. | Global or per-asset size limits; both assets of a pair bind | Assets, or Settings → Limits. |
| This convert would take you over your daily limit of $X. You can convert up to $Y more today (UTC). / You have reached your daily convert limit of $X. It resets at 00:00 UTC. | convertUserDailyUsd |
By design. |
| Instant Convert is busy right now. Please try again later or convert a smaller amount. | The platform hourly limit convertGlobalHourlyUsd |
Raise it if your hedging keeps up. |
| Another convert is still being processed. Please try again in a moment. | Another convert held the cap lock too long | Transient. |
| Your ETH balance is not enough for this convert. | The user's available balance | By design. |
At the moment of converting (409)
| The user sees | Cause | What you do |
|---|---|---|
| This price expired. Get a new quote. | The quote lifetime passed, or the quote was not open | By design. |
| The price moved. Get a new quote. | The last look: the quote became better for the user than the market by more than the drift limit | By design. Frequent refusals in calm markets mean a slow or thin book. |
| The withdrawal fee changed. Get a new quote. | A convert-and-withdraw whose withdrawal fee changed since the quote | By design. |
The destination of a Send (409, 503)
| The user sees | Cause |
|---|---|
| This address belongs to an account here. Convert to your balance and transfer instead. | The address belongs to a user of this platform, the user included. |
| This address belongs to the platform and cannot be paid to. | A master wallet, a custodial contract or a system account. |
| This is the token's contract address, not a wallet. Use a wallet address. | The token's own contract. |
| This address is a smart contract. A Send pays only to ordinary wallet addresses. | Native EVM destination with code, EIP-7702 delegation included. |
| This is the platform exchange's own deposit address. Convert to your Spot balance instead. | Your exchange account's deposit address for that coin. |
| Sends on TRON are not available right now. | The blockchain is switched off in Ecosystem, or its chain addon did not answer. |
| The destination address could not be checked right now. Try again shortly. | The chain could not be asked whether the address has code. |
| Invalid address format … / Amount has too many decimal places for USDT on TRON … | The ecosystem withdrawal policy's own checks. |
Too fast (429)
Too many quote requests. Please slow down. (60 per minute per user) and Too many convert attempts. Please wait a moment and try again. (20 per minute). Both fail open if Redis is unavailable.
Operator symptoms
Coins sent to a house address are not credited
- Were they sent from outside the platform? Coins from one of your master wallets are never credited, and coins withdrawn from your own exchange account should not have been used. See Inventory and funding.
- Was the address being watched? Press Rescan deposits for that currency and read the answer: every skipped address says why. A chain whose deposit monitor the Rust backend owns cannot be watched from here.
- Right network and token? The house watch applies the customers' filters: a native coin is credited only to the native coin's wallet, a TRON token only for its own contract.
- Is the cron process running? The re-registration runs in it.
A payout stays at Sending or Sent
The payout and confirmation jobs run every 30 seconds, in the cron process, and
keep running while the addon is disabled. A Send the chain has not seen for 30
minutes goes to review on its own. If nothing moves at all, check pm2 list and
the System → System Monitoring → Scheduled Tasks screen
(/admin/system/cron) for the two Convert payout jobs.
A Send is in review
Open it under Sends → Needs review, read the evidence, and follow Sends: confirm it with the explorer's hash, or cancel it on chain (EVM) and reverse it once the chain proves it dropped. Never reverse on a hunch: a reversed payout that lands is paid twice.
A currency is frozen, paused or closed
- Frozen: a hedge is in review. Resolve it, then unfreeze.
- Paused until …: failures in a row, or a slippage breach. It lifts on its own after an hour.
- Converts closed: a slippage breach, or unacknowledged pool-backing drift. Check, acknowledge the drift under Finance → Transaction Management → Pool Backing if that is the reason, then Reopen quoting.
See Hedging.
Fund or Defund is refused
- … is enabled on N chains … Multi-chain ECO inventory is funded ON-CHAIN …: by design; fund it on-chain.
- The Super Admin holds no SPOT X wallet to fund the house from.: the Super Admin has never held that currency on Spot.
- … balance is …, less than …: not enough to move. A defund also keeps the floor and what open work holds.
- requestId … was already used for a different transfer: open the dialog again.
A settings save is refused
The sentence names the rule and the number. The four cross-field rules: drift and reference deviation must each be below the spread, the minimum may not exceed a non-zero maximum, and the reference venue cannot be your trading provider. The three hedging and movement switches are refused here by design: change them on the house page.
The house page refuses every action
Two-factor authentication is disabled platform-wide, none of the accepted methods is available, or your own account has no accepted second factor enrolled. The house page never falls back to a password. Enable it under the platform's security settings, or in your profile's security settings.
Disabling the addon is refused
The switch reports what is still in flight and refuses, and the Extension
Manager offers no way to confirm. Drain first: with hedging on Automatic and
not paused, the hedger reduces the exposure of every hedged asset to flat. Wait
for that and for the queues to empty, then disable. Exposure the hedger cannot
reduce (hedging off, paused or on Monitor only, or an asset that is not hedged)
stays, and a dollar or more of it keeps the switch refused. To disable anyway,
send PUT /api/admin/system/extension/<productId>/status with
{"status": false, "acknowledgeInFlight": true} (permission edit.extension).
The finishing jobs keep running and the house page stays available.
A custom chain's native token stays disabled
The log says Native token X on CHAIN kept disabled: … when the server starts or a custom chain is saved, and the save answer says the same. Convert has touched X on Ecosystem balances: a convert order has X on an Ecosystem side, or the Convert house holds an Ecosystem balance of X (the text after the colon says which). Enabling that token would give X another withdrawal chain, which the server never does on its own. Enable it from the token list, which asks you to confirm closing Instant Convert for X on Ecosystem balances. See Enabling a second chain later.