Troubleshooting Tips
Last updated
Was this helpful?
Last updated
Was this helpful?
Check out our tips to common issues that can help you troubleshoot. Select the area where you are having issues to read more.
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
Log in to
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 or if you're using gmail.
MFA Issues: If your or 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 ), try again with a different method.
Troubleshoot: View the tips below to help if you're , or if your .
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 .
Add 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 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.
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.
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.
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.
Need more help with Account Setup and Security? Submit an email request for further assistance.
Here are some common issues that may impact your ability to connect your wallet.
Unsupported wallet:
Network mismatch:
Ensure you’ve connected your wallet to the Ink network.
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"
Attempting on mobile:
Wallet connection, deposit and withdrawal functions are only available on desktop for now.
Here are some common issues that may impact your ability to deposit funds.
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.
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:
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.
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.
Here are some common withdrawal issues and tips to resolve them.
My withdrawal was successful but I don't see it in my wallet:
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.
Network mismatch:
Ensure you’ve connected your wallet to the Ink network.
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.
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 with Deposits and Withdrawals? Submit an email request for further assistance.
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.
If you are experiencing issues such as your page/chart not loading:
Clear Cache and reload the page.
For Mac Users: Click CMD + Shift + R
For Windows Users: Click Ctrl + F5
Need more help with Platform and Tech? Submit an email request for further assistance.
Clear to remove any corrupted session data.
Only are supported.
One wallet address is linked or fixed to each account at a time. can only be made with an account balance of $0.00. If you forgot which wallet you have connected, navigate to your settings.
Make sure you are using a and that it's connected to the Ink network.
Learn more about Layer 1 and Layer 2 .
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 . Make sure to import the correct token by specifying it's address.
Account Sign Up and Security
Wallet Connection, Deposits and Withdrawals
Platform and Tech
