If you're encountering any issues on the app or website, don't worry—we're here to help!
2FA required for withdrawal
When this error message appears, you have yet to set up your 2FA (two-factor authentication). 2FAs are compulsory for withdrawals to authorize your transactions.
Country and currency type, not supported.
This error message may occur during withdrawal on the outdated version of the mobile app, and it is easy to fix.
Please update your mobile app to the latest version and retry your withdrawal.
Alternatively, you can complete the process on the website.
If this continues, we ask that you please get in touch with our support team for more help.
Unable to validate account number
This error occurs when the withdrawal account number you inputted is invalid. (for instance, inputting a US account number for an NGN withdrawal or using the wrong IBAN for a GBP/EUR withdrawal).
To fix this, please confirm the account details you are withdrawing into. If you verify that this is correct and persists, please contact our support team for more help.
Incompleted KYC
You could experience this error while creating a virtual card or account. Please confirm if you have completed your KYC.
If you have completed your KYC, please contact our support team for help with the resolution. This is usually resolved within a few minutes.
Document number or document type required
You could experience this error while trying to create an account. Please confirm if you have completed your KYC.
If you have completed your KYC, please contact our support team for help with the resolution. This is usually resolved within a few minutes.
Phone number length or invalid country code
You could experience this error while trying to create an account. Please confirm if your phone number is correct from your profile.
If your phone number is correct, please contact our support team to help resolve the issue. This is usually resolved within a few minutes.
User does not exist
You could experience this error while logging in; verify that the email address you entered is correct.
You may also experience this error if the email address isn't your registered email; ensure to log in using your registered email only.
Please be informed, if your account has been closed due to compliance reasons, you may also experience this error. However, please remember that emails are usually sent out if your account has been closed.
Invalid email/password
You could experience this error while logging in; verify that the email address and password you entered are correct.
If you can remember your password, click on forgot password to reset it.