Troubleshooting Tips
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We've got tips to help you troubleshoot the most common issues. Select a topic to learn 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.
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 no-reply@rails.xyz.
Add no-reply@rails.xyz 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
Wallet Connection
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 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.
What wallets are supported?
Most wallets are supported, but some may make it difficult for you to view the bridging or deposit transactions in your wallet. This is because not all natively support the Ink network.
If you can't see the transaction in your wallet, you can verify if it was successful using Layer Zero Scan or the blockchain transaction verification site of your choosing, and try importing the Ink network to your wallet manually.
The table below lists all wallets that we have confirmed support the Ink network:
Kraken
Natively supported
Rainbow
Natively Supported
Metamask
Supported
Coinbase
Supported
OKX
Supported
Brave
Supported
If your preferred wallet isn't listed, it may still support Ink. We recommend verifying compatibility with Ink before proceeding.
What is a connected vs. linked wallet?
Since Rails uses onchain custody, a digital wallet is required to be connected and linked to your account to deposit or withdraw funds.
Connected: Provide authorization for the Rails platform to interact with your wallet by verifying the connection in your wallet.
Linked: One wallet address is linked or fixed to each account at a time. Wallets are automatically linked to your account at time of first connection. Changes can only be made by unlinking your wallet which requires an account balance of $0.00.
What if I forgot which wallet address is linked to my account?
To find the public address of your linked wallet, do the following:
Login to your Rails account.
Click on the Options button (Username) on the top right corner and then select Settings.
Click Wallet in the left-hand navigation bar.
Your public address is listed under Wallet Address. If you don't see this section, you do not have a linked wallet and may connect a new one.
What if I've lost access to my linked wallet address?
As an onchain custody platform, if you lose access to your wallet we are not able to help you reclaim access to it or any tokens it may have held.
If you've lost access to your linked wallet and your account balance is greater than 0, you will not be permitted to change it. You will need to open a new account to connect a new wallet, or wait until your balance is 0.
Not your keys, not your coins! Never share your private keys with ANYONE. Rails will never ask for these.
Why can't I change my wallet when I have an available balance?
Rails restricts or limits wallet changes intentionally to increase security and reduce risk on the platforms.
This means that all open positions must be closed and funds withdrawn to an already connected wallet. Users are only permitted to change their wallet address if their account balance is 0.
Rails users must take proactive steps to secure their private keys or secret recovery codes.
Deposits & Withdrawals
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.
Why are deposits restricted to USDT/USDT0?
Through our partnership with Kraken, we've chosen to leverage USDT0 on Ink for deposits. Ink is Kraken's own Layer 2 blockchain network, and USDT0 is the omnichain deployment of Tether's USDT token.
This approach offers several key advantages to users:
Layer 2 networks offer faster and cheaper transactions.
USDT is the most widely accepted stablecoin in the world and has a cross-chain transfer service which makes it easy, fast and low cost to bridge other USDT tokens to the Ink network.
Leveraging a single token and single network for deposits enables clearer and more transparent tracking and auditing of funds.
Why does my wallet ask me to confirm switching to Ink
Ink is a new Layer 2 blockchain developed by the team at Kraken. Since it’s still early in its rollout, some wallets—like Coinbase Wallet—may show a warning when connecting or switching to the Ink network. This is a standard precaution many wallets take with newer or less widely recognized networks. Despite the warning, Ink is a legitimate network backed by a trusted exchange, and the message should become less common as broader wallet support is rolled out.
What is a spending cap?
The spending cap is the maximum amount of USDT that you authorize Rails to access from your wallet for deposit transactions. It's a standard part of the transaction approval process for most wallets, which help users set limits for future deposits.
Rails will automatically set your spending cap to unlimited during your first deposit to expedite future deposits, but you can change this limit during that step (Step 5 in How to Deposit USDT).
An unlimited spending cap doesn’t give Rails direct access to your tokens. You must initiate each deposit, and the cap only controls when your wallet asks for additional approvals.
To edit your spending cap, click on the pencil icon to edit your spending cap, enter your preferred spending cap and click Save as shown below.
What are gas and network costs?
Rails does not charge any fees for deposits, but there are some gas and network costs associated with processing transactions on the blockchain which are passed on to end users.
Deposit USDT directly from the Ink network to avoid gas and network fees associated with bridging.
Gas on Destination (Ink)
This in itself is not actually a fee, but a transfer of ETH from the source network (where you're depositing from) to Ink. If you already have ETH on Ink, this will be 0.
Bridging Cost
This covers the messaging costs (i.e. delivery and gas costs) for moving tokens between blockchain networks (e.g. Ethereum to Ink).
Estimated Source Gas
This is the cost of gas charged by the network you're depositing from to initiate the transaction.
What is bridging and why is it needed?
Bridging is the process of moving assets (like USDT) or data between blockchains. Since networks like Ethereum and Ink operate independently and can’t communicate directly, a bridge enables them to transfer tokens or information across chains.
To deposit on Rails, you need USDT0 on Ink. If you hold USDT on another network, it must first be bridged to Ink. We’ve built a seamless bridging experience for supported networks directly into the platform. If your network isn’t supported, you’re welcome to use an external bridge of your choice.
Bridging USDT from Layer 2 networks to Ink is the most efficient with speed and fees. Bridging from busy Layer 1 networks like ETH Mainnet costs more and takes longer to process.
What networks are supported for deposits?
Blockchain networks using LayerZero's OFT (omnichain Fungible Token) standard are supported. This list will grow as support for this new technology expands:
Deposits from Layer 2 networks will have lower gas and network fees. If you need to deposit from popular Layer 1 networks like Ethereum, you can avoid high fees by waiting until network congestion is lower.
If you don't already have USDT on one of these networks, you will need to bridge and/or swap existing tokens to one of these networks.
Ethereum
Arbitrum
Berachain
Optimisim
Sei
Ink
Flare
Unichain
Corn
What is a Layer 1 vs Layer 2 network?
Layer 1 is the main blockchain network, like Ethereum or Bitcoin, where transactions and data are stored directly on the chain. Layer 1 is secure and decentralized but can be slower and more expensive as more people use it.
Layer 2 is built on top of Layer 1 to make things faster and cheaper. It processes transactions off the main chain and then sends a summary back to Layer 1. This helps reduce fees and speeds up transactions while still using the security of the main blockchain.
These benefits are why deposits and withdrawals leverage USDT0 on Ink, a Layer 2 blockchain.
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.
Need more help? Submit an email request for further assistance with Wallets, Deposits and Withdrawals.
Trading
Common Order Placement 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.
If you recently changed your leverage multiplier by selecting a different leverage in the order panel, this would have impacted your buying power.
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.
Asset is scheduled for delisting:
When assets are scheduled for delisting, new orders, open orders and open positions may be restricted. Find out more here.
Order book price vs index price
Order Book Price
Also known as the oracle price, the order book price is located above the chart at the top left corner of the trading page, is the midpoint between the best bid (highest price someone is willing to buy) and the best ask (lowest price someone is willing to sell).
This is a “fair” reference price in the middle of the current buy and sell offers. It’s often used to give traders a quick view of the market’s balance, and on Rails, it’s also the baseline for how market orders are priced for the fastest execution.
Index Price
The current asset price in USD pulled from our Index Price Sources. It smooths out sudden spikes or drops that might occur on any one exchange, giving you a more stable and reliable benchmark.
Positions are opened or closed based on the order book price.
Unrealized P&L is calculated using the index price.
Liquidiation is triggered using the index price.
Market Orders are submitted using the index price.
How to select the right limit price
Selecting the best price when you are trading an asset involves setting a specific price at which you are willing to buy or sell it. The goal is to get the desired price, but it requires careful consideration of market conditions and your own trading strategy. Further, failure to select an appropriate price may result in your order not closing if there is no buyer or seller willing to accept your trade.
Steps to Select the Best Price for a Limit Order
Analyze the Market:
Current Price: Check the current market price (also known as the index price) of the asset you want to trade. This gives you a baseline.
Order Book: Examine the order book, which shows the prices and quantities of buy and sell orders currently placed on Rails. This can help you understand where most traders are placing their orders.
Set Your Desired Price:
For Buying: Choose a price below the current market price. This means you are waiting for the price to drop to your set level before your order executes.
For Selling: Choose a price above the current market price. Your order will only execute if the price rises to your set level.
Why did my liquidation price change?
In cross-margin, the liquidation price for individual positions is only an estimate and changes dynamically due to several factors:
Position Adjustments: Opening, closing, or adjusting any position affects the total maintenance margin.
Index Price Changes: Fluctuations in the index price of held assets impact unrealized profit and loss (PnL) and thus the account's equity.
Funding Rate Payments: Funding rate payments periodically adjust your balance.
The estimated liquidation price assumes all other positions and their unrealized PnL are constant, which is seldom the reality. Therefore, it's crucial to directly monitor your Cross Margin Ratio rather than depend solely on the liquidation price of any single position.
What is slippage and why does it happen?
What is slippage?
Slippage happens when the price at which your order is executed is different from the price you expected when you placed the order.
Slippage usually occurs with market orders because they are filled instantly at the best available prices in the order book. If there isn’t enough liquidity at your expected price level, the system continues filling your order at the next best available price until the full order is matched.
Why does slippage happen?
Low Liquidity: If the order book doesn’t have enough buy/sell orders close to your requested price.
Large Orders: Bigger trades may move through multiple price levels in the book.
Fast Markets: During volatile price swings, prices can change between the moment you place your order and when it is filled.
To avoid slippage and ensure your trade is executed at your chosen price, use a limit order instead of a market order.
Why did i see lower profit than I expected?
If your realized profit was lower than you expected, it's likely due to slippage.
Additionally, one discrepancy may be because the unrealized PNL displayed in your open position reflects the index price, but order execution uses the order book price.
To avoid slippage and ensure your trade is executed at your chosen price, use a limit order instead of a market order. This applies to trigger orders as well.
Asset Delisting
Rails periodically reviews available assets and markets. Occasionally, this leads to delisting, which involves removing the asset from trading and preventing new positions.
Here's how delisting might affect you:
New orders will be blocked or removed to prevent trading the delisted asset.
Open orders may be deleted or canceled without execution.
Users with open positions in the soon-to-be-delisted asset will be emailed, and be advised to close your position by a specified date, or the system will automatically close your positions.
Sufficient notice in all cases to ensure users are not unduly affected before an asset is delisted.
What happens if I do nothing?
On the day the asset is delisted, any open positions will be closed by the system if you do not close your position yourself.
Will Rails ever ask for my private keys during an asset delisting?
No. Rails will never request your private keys - ever.
Always use official channels and be cautious of impersonators. Refer to our safety notice here.
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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