Troubleshooting Tips
Need Help?
Check out our tips to common issues that can help you troubleshoot. Select the area where you are having issues to read more.
Sign Up and Security
Login Issues
Invalid Credentials: If you're receiving this error message when attempting to sign in, it could be due to the following reasons:
Incorrect Login Page: Make sure you're using the correct URL to login to your account, as credentials are not registered across both Play and Pro platforms.
Log in to Rails Play
Log in to Rails Pro
Incorrect Email: Confirm you're entering the correct email associated with your account.
Incorrect Password: If you're certain you're using the correct email and login page, try resetting your password or signing in with Google if you're using gmail.
MFA Issues: If your One-Time-Passcode (OTP) or passkey is not working, try the following:
Try Another Method: If you have multiple authentication methods configured on your account (i.e. at least 2 of OTP, passkeys or Sign in with Google), try again with a different method.
Troubleshoot: View the tips below to help if you're not receiving the email for OTP, or if your passkey isn't working.
Email Not Received
If you're not receiving password reset or OTP emails, this could be a bug that we'll need to investigate. Try these steps to debug any potential problems or issues.
Ensure you are using the correct email associated with your account.
Check all available Spam or Junk folders and any tabs (Promotions, Updates, etc).
Search your email inbox for any emails from [email protected].
Add [email protected] to your contacts list to whitelist the emails from our end.
Clear your browser cache as a last and final step.
Try to use the reset password link again.
If the email is still not being received, please submit a support request and our team will contact you as soon as possible. Any further error messages or screenshots of what you're experiencing, and confirmation that you've tried to troubleshoot the above can be added to your request, and will help us expedite a resolution for you.
ID Document Verification
If you're having issues verifying your government issued drivers license, passport or ID card:
Ensure your browser is up to date (whether you’re on a computer or mobile device).
Complete the verification process on your mobile device by clicking Continue on phone. Your phone’s camera typically produces the clearest photo.
If you must use a webcam, try setting the ID flat down and move the webcam instead of moving the ID.
Use indirect light to capture your ID to avoid glare.
Use a plain background for the photo.
Ensure all corners of the ID are visible, and there are no objects in the way.
Facial Recognition Issues
Make sure your area is well-lit (natural light works best).
Keep your face centred and fully visible in the frame.
Avoid unnecessary accessories or obstructions — If you have glasses on in your ID photo, keep them on, but take off your hat.
If you're using a webcam, it works best if you are eye-level with the camera.
Passkey Issues
If you're having issues setting up or logging in with a passkey, it may be due to the following common issues:
Wrong account
Make sure you are signed into the correct account associated with the passkey service you setup. For example, if you setup your iCloud passkey with your personal iCloud account (e.g. @gmail.com), but are trying to verify the passkey on a work device with a separate iCloud account (e.g. @workdomain.org) it will fail.
Device or browser not up to date
Passkey functionality relies on up-to-date operating systems and browsers. Outdated software may lack necessary features or security updates.
Ensure your device’s OS is updated to the latest version.
Use the latest version of Chrome or other browsers like Safari, Edge or Firefox.
Ensure your settings related to security and privacy don't block passkey functionality.
Expired or invalid session
Sessions can expire due to inactivity, network issues, or security policies, leading to failed authentication attempts.
Reload the login page and attempt to sign in again.
Clear cookies and cache to remove any corrupted session data.
Wallets, Deposits and Withdrawals
Common Wallet Connection Issues
Here are some common issues that may impact your ability to connect your wallet.
Unsupported wallet:
Some wallets are not Ink-compatible (e.g. Uniswap) and may be difficult to connect.
Network mismatch:
Try connected your wallet to the Ink network. If it's not natively supported, you may need to add the network manually using the information here.
Permissions not completed:
You need to accept permissions and sign the request in your wallet. If the approval is pending or not completed, you cannot proceed.
"Please connect to your linked wallet"
One wallet address is linked or fixed to each account at a time. Changes can only be made with an account balance of $0.00. If you forgot which wallet you have connected, navigate to your settings.
Attempting on mobile:
Wallet connection, deposit and withdrawal functions are only available on desktop for now.
Common Deposit Issues
Here are some common issues that may impact your ability to deposit funds.
Insufficient Funds
You must have enough USDT in your wallet to cover your deposit amount.
You must have enough ETH in your wallet to cover gas and network fees.
If you don't have sufficient USDT or ETH, you must obtain some from the exchange of your preference, or swap other tokens.
If there are wallet syncing issues (e.g. your balances are displayed incorrectly), refresh your browser, clear your cache or try reconnecting your wallet.
Transaction approval not completed:
You need to approve and “sign” the transaction in your wallet before you bridge or swap tokens. If the approval is pending or not completed, the transaction cannot proceed.
Network mismatch:
Make sure you are using a compatible wallet and that it's connected to the Ink network.
Bridging transaction failed:
This may happen in rare instances, such as if the gas or network costs change during the time the transaction takes to process and you no longer have sufficient funds, or if there is a network error. Click Try Deposit Again when prompted.
Long transaction times:
Depositing USDT from ETH Mainnet (Layer 1), as opposed to directly from Ink or another Layer 2 blockchain, may take longer (and cost more in gas fees) due to network congestion on Layer 1. Depositing USDT from a Layer 2 network or waiting until ETH Mainnet is less busy can shorten wait times.
Learn more about Layer 1 and Layer 2 networks here.
High gas fees or other network costs:
Gas fees may increase with network activity. Wait until the network congestion decreases and try again to save on fees.
Attempting on mobile:
Wallet connection, deposit and withdrawal functions are only available on desktop for now.
Under review:
Due to our commitment to fighting illicit activity and meeting regulatory requirements, all wallet addresses are screened against international sanctions lists. This is done using an automated service which may trigger a manual review of your account. Deposits are not permitted until this review is complete. Our team will contact you within 1 business day to confirm when your deposits are enabled.
Common Withdrawal Issues
Here are some common withdrawal issues and tips to resolve them.
My withdrawal was successful but I don't see it in my wallet:
Some wallets won't auto-import tokens so you need to import them manually for them to be displayed. MetaMask, for example, has steps to do so here. Make sure to import the correct token by specifying it's address.
The token address for all Rails withdrawals is USDT0: 0x0200C29006150606B650577BBE7B6248F58470c1
Wallet not connected:
Make sure you are logged into your wallet extension and the wallet address associated with your Rails account is connected. Not sure what wallet is connected? Visit your settings.
Try restarting your browser and/or wallet extension if Rails is telling you the wallet is not connected but your wallet suggests that it is. This may indicate a cacheing issue.
Wrong wallet connected (caching issue):
Sometimes browsers cache older wallet states, causing discrepancies between what’s displayed in the wallet extension and what Rails sees. If you encounter a "wrong wallet" error message, try clearing your browser’s cache or disconnecting and reconnecting your wallet in the extension.
Network mismatch:
Ensure you’ve connected your wallet to the Ink network. You may need to add it manually.
Withdrawal limit not met:
There is a $10 minimum for all withdrawals.
Permissions not completed:
You need to accept permissions and sign the request in your wallet. If the approval is pending or not completed, you cannot proceed.
Attempting on mobile:
Wallet connection, deposit and withdrawal functions are only available on desktop for now.
Common Wallet Unlinking Issues
Here are the key reasons you may not be permitted to unlink your wallet.
Account Balance:
Your account balance must be $0 to unlink your wallet. All open positions must be closed and funds withdrawn to the wallet connected.
Attempting on mobile:
Wallet connection, deposit and withdrawal functions are only available on desktop for now.
Need more help? Submit an email request for further assistance with Wallets, Deposits and Withdrawals.
Trading
Order Issues
There are a few reasons why your order may have failed or not closed. The following questions will help you troubleshoot the issue.
Insufficient funds in your Available Balance:
Ensure that the balance available to trade in your account is sufficient to execute your trade, including all fees.
Insufficient equity to reach your margin minimum:
If you are using leverage, you can’t place an order that will cause your maintenance or minimum balance to drop lower than the required amounts.
Order reached its limit price:
If the minimum price that you’re willing to pay for a buy order or receive for a sell order has not been reached, your order will remain pending.
Multiple pending orders impacting trades:
If you have pending orders in other markets for which your available balance has been allocated. A new order will not execute due to a lack of sufficient funds.
Account restricted from trading:
There may be restrictions imposed on a user account that could prevent them from executing certain orders. You will be notified via email anytime restrictions are added to your account.
Scheduled maintenance:
Maintenance of the Rails platform is always scheduled and users are notified either on the site or app along with estimated duration. Depending on the type of maintenance, orders may or may not execute. We will let you know in advance if this is the case.
Leverage & Liquidation
Leverage is applied at the account level, not the trade level. This means that if you use leverage on one open position, you must use the same amount of leverage on all subsequent positions until they are closed or open orders are canceled.
Need more help? Submit an email request for further assistance with Trading on Rails.
Platform & Technical Issues
Supported Browsers
While Rails does support major browsers such as Safari, Edge and Firefox. We recommend Chrome for the best user experience with its support for wallet extensions.
Make sure you always maintain the most up to date version of your browser, no matter which one you're using.
Page not Loading or Frozen
If you are experiencing issues such as your page/chart not loading:
Clear Cache and reload the page.
For Mac Users:
Click CMD + Shift + RFor Windows Users:
Click Ctrl + F5
Need more help? Submit an email request for further assistance with Platform & Technical Issues, or Report a bug.
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