Troubleshooting

Read the reason below the submit button first. Common prerequisites are a connected account, completed setup and acknowledgements, fresh private account data, live market data, a market accepting the intended order, valid price and quantity, and a fresh preview confirming sufficient margin.

If precision or minimum-size validation fails, correct the displayed field. If the preview reports insufficient margin or excessive estimated slippage, revise size or order details and wait for the new preview. If a market is reduce-only, a new risk-increasing order is not permitted.

Repeated clicks or a previous successful preview will not resolve missing data or a changed policy. See order entry.

A timeout can happen after the service received the action. Start with Check status. Inspect the current order result, fills, remaining open order, and fresh position before deciding what to do next.

Keep the original request in the current tab. If the application offers an exact retry, review its checks and remember that the retry may execute if the original request never arrived. Do not create a new order or close to replace an unresolved action.

Read-only refreshes can recover information; resubmitting a financial command can change the account. These are different operations. If the outcome remains unclear, contact Support instead of repeatedly submitting.

Public market updates and private account updates have separate connection and authorization state. A working chart does not prove the account stream is working. Read the account banner and wait for a fresh account snapshot after reconnect.

Use Refresh for the affected view. History may show Updated while live balances or positions are still recovering, and it may show Catching up or Stale after recent activity. A missing row during recovery is not confirmation that an order or position no longer exists.

If the market itself is disconnected or resynchronizing, previously visible book levels and prices may be old. See terminal status.

For deposits, reopen Deposit, refresh funding state, and continue the existing intent when offered. Submitted means an approval was sent; confirm that collateral is credited before trading. On Devnet, continue only when a funding intent is available for your account. Testnet and Mainnet are coming soon.

For withdrawals, use Recover same request or select the existing withdrawal and Check status. Complete a due approval or payout claim. A payout can expire before it is claimed; the current flow then requires Support to reclaim it.

Transfers is a lagging history view. Use the funding flow’s current state to determine the next step. Follow deposits or withdrawals rather than requesting another transfer.

Use only a sign-in method shown as available. For a saved sign-in or interrupted registration, continue the recovery option presented. Verify the original username and passkey provider before making another attempt.

On Account, read the verification requirement and affiliate availability. Skipped verification is not verified, and an unavailable policy can block new orders. An affiliate program being paused does not mean your earnings balance is zero.

For Support, collect the environment, affected market or feature, approximate time, exact message, and whether the action has an unknown result. Exclude keys, session tokens, passkey data, and unrelated personal information.

Record the venue/environment, approximate time, market, visible action status and safe request identifier. For an order, retain the original command identity and returned venue orderId if available. For funding, retain the deposit or withdrawal reference shown by the product.

Do not attach API keys, bearer tokens, realtime tickets, passkey assertions, custody signing material or secret-bearing logs. Use the Support link in the terminal or the official Edel documentation. A support investigation is not a reason to repeat a trade, transfer or owner approval with a new identity.

For technical integration errors, include the returned code, retryable flag and recovery actions. Report whether market data, private authentication, subscription acceptance or account freshness failed; “connected” alone is not sufficient diagnostic context.