> For the complete documentation index, see [llms.txt](https://elvo-exchange.gitbook.io/elvo-exchange-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://elvo-exchange.gitbook.io/elvo-exchange-docs/troubleshooting.md). # Troubleshooting Resolve common Elvo Exchange account, security, funding, and trading issues using the checks below. ## Troubleshooting Resolve common Elvo Exchange account, security, funding, and trading issues using the checks below. ### Sign-In Issues If you cannot sign in, first confirm that you are using the correct Elvo account credentials. #### Email or Password Not Accepted Check that: * You entered the email registered to your Elvo account * Your password is entered correctly * Caps Lock is not affecting your password * You are using your current password rather than an older one If you cannot remember your password, use: [**Forgot Password →**](https://elvo.exchange/forgot-password) A successful password reset revokes existing account sessions and requires you to sign in again. *** ### Security Verification Appears After Sign-In If Login Security is enabled, entering the correct email and password does not immediately complete sign-in. You must also complete every verification method selected in your Login Security policy. These may include: * Email OTP * Authenticator * Web3 Connect For example, if your policy is: **Email OTP + Authenticator + Web3 Connect** all three factors must be successfully completed. *** ### Email Verification Code Not Received If an Email OTP does not appear immediately: 1. Confirm that you are checking the verified email associated with your Elvo account. 2. Check your Spam or Junk folder. 3. Wait briefly for email delivery. 4. Make sure you are using the most recently issued verification code. 5. Restart the sign-in or recovery process if the verification session has expired. Do not request many codes and then use an older one. *** ### Verification Code Expired Email verification codes are temporary. If Elvo reports that a code has expired, start the relevant verification process again and use the newest code sent to you. For password recovery, return to: [**Forgot Password →**](https://elvo.exchange/forgot-password) *** ### Password Reset Page Says the Recovery Session Is Unavailable Password recovery uses a temporary recovery session in your browser. If you: * Refresh or reopen the process after the recovery context is lost * Open the reset page directly * Move the process to another browser * Clear the browser state used by the recovery flow Elvo may ask you to request a new reset code. Return to: [**Request a New Reset Code →**](https://elvo.exchange/forgot-password) *** ### Authenticator Code Not Accepted Authenticator codes are time-based. If your 6-digit code is rejected: * Make sure you are using the Elvo Exchange entry in your authenticator app * Wait for the next code and try again * Confirm that the clock on your device is set automatically * Do not reuse an older code * Make sure you entered all 6 digits correctly If you are setting up Authenticator for the first time, use the setup key provided directly by Elvo and verify the first generated code. [**Manage Authenticator →**](https://elvo.exchange/account/security/authenticator) *** ### Cannot Disable Authenticator Authenticator cannot be removed while an active Login Security or Withdrawal Security policy still depends on it. First remove Authenticator from the applicable security policy. Then return to: [**Authenticator →**](https://elvo.exchange/account/security/authenticator) Disabling Authenticator requires your current password and a valid Authenticator code. *** ### Wallet Sign-In Does Not Work Wallet sign-in requires a wallet that has already been linked and verified with your Elvo account. A wallet being connected in your browser does not automatically make it an Elvo-linked wallet. Check that: * You connected the correct wallet * The wallet is already linked to your Elvo account * You approve the requested verification signature * The connected wallet matches the account you intend to access If the wallet has never been linked to an existing account, Elvo may direct you to registration instead. *** ### Web3 Login Security Cannot Be Completed If Web3 Connect is one of your Login Security methods, the wallet used for verification must be an eligible linked wallet. If verification fails: 1. Check the wallet currently connected to your browser. 2. Confirm that it is linked to your Elvo account. 3. Restart the security verification if necessary. 4. Sign the verification request only after confirming that you initiated it on Elvo Exchange. Never enter a private key or recovery phrase to complete Web3 verification. *** ### Cannot Link a New Wallet Linking a wallet is a protected account action. You may need: * Current password * Authenticator code, if Authenticator is enabled * A valid signature from the wallet being linked If the process fails, confirm that you are connecting the intended wallet and providing the current security credentials for your Elvo account. [**Linked Wallets →**](https://elvo.exchange/account/security/linked-wallet) *** ### Session Expired Account sessions have an expiration time. If your session is no longer valid, Elvo may require you to sign in again before continuing. This can also happen after security-sensitive actions such as: * Password change * Password reset * Email change * Terminating your current session * Terminating all sessions Return to: [**Sign In →**](https://elvo.exchange/login) *** ### An Unknown Device Appears in Active Sessions Open: [**Active Sessions →**](https://elvo.exchange/account/sessions) Review the browser, platform, sign-in method, session time, and available location information. If you do not recognize a session: **Terminate it immediately.** If you are uncertain which sessions can be trusted, use: **Terminate All Sessions** This signs every active browser and device out, including your current session. *** ## Deposit Troubleshooting ### Deposit Has Not Appeared Yet A blockchain transfer can be detected before it becomes available in your Elvo balance. Check: * The asset you sent * The destination address * The selected network * Whether the transaction was successfully submitted from the sending wallet * The current status in Asset History Open: [**Asset History →**](https://elvo.exchange/assets/history) *** ### Deposit Shows Detected **Detected** means Elvo has identified the incoming deposit but it has not completed the required confirmation process. No action is normally required from you at this stage. Wait for the deposit status to progress. *** ### Deposit Shows Confirming **Confirming** means the incoming transaction is still completing the required confirmation process. The asset is not yet treated as fully credited. Do not send another transaction simply because the first one is still confirming. *** ### Deposit Is Successful but Balance Has Not Updated First refresh the Assets page: [**Assets →**](https://elvo.exchange/assets) Then check Asset History to confirm the deposit status. If the deposit record shows successful credit but the expected account balance still does not appear, contact Elvo support with the **Deposit ID** and relevant transaction information. Never provide your seed phrase or private key. *** ### Sent an Unsupported Asset or Used the Wrong Network Only send supported assets using the network shown by Elvo for the deposit. Sending an unsupported asset or using the wrong network can prevent automatic account credit. Do not attempt to "fix" the issue by sending additional assets. Contact support and provide the transaction details. *** ## Withdrawal Troubleshooting ### Withdrawal Is Unavailable Before withdrawing, confirm that: * Your account has enough Available balance * Withdrawal Security is configured * At least two withdrawal verification methods are enabled * The selected asset is currently available for withdrawal * The amount satisfies the current withdrawal policy * The recipient is eligible for use Open: [**Withdraw →**](https://elvo.exchange/funds/withdraw) *** ### Withdrawal Security Is Not Configured Elvo requires at least **two withdrawal security methods** before a withdrawal can proceed. Configure them from: [**Withdrawal Security →**](https://elvo.exchange/account/security/withdrawal-security) Available factors can include: * Email OTP * Authenticator * Linked Wallet confirmation Every factor you enable becomes required during withdrawal verification. *** ### A Withdrawal Verification Step Fails Make sure you are completing the exact verification requested by Elvo. #### Email OTP Use the current 6-digit code sent to your verified email. #### Authenticator Use the current 6-digit code shown by your authenticator app. #### Linked Wallet Use the linked wallet required by the withdrawal verification and approve the verification signature. If all three factors are enabled, all three must succeed. *** ### Recipient Is Still in Security Cooldown A newly saved withdrawal recipient may not be immediately available. If Elvo indicates that the destination is still under security cooldown, wait until the destination becomes eligible. Do not repeatedly create duplicate address-book entries to bypass the security period. *** ### Withdrawal Amount Is Rejected The amount must comply with the current policy displayed on the Withdrawal page. Check: * Available Balance * Minimum Withdrawal * Withdrawal Fee * Maximum per Request * 24H Withdrawal Limit * 24H Remaining The requested amount must also be greater than the applicable withdrawal fee. *** ### Why Is the Amount Received Lower Than the Amount Entered? The Withdrawal page displays: **Withdrawal Amount** and **You Will Receive** The applicable withdrawal fee is deducted from the requested amount. Review the withdrawal summary before submitting. *** ### Withdrawal Is Pending A submitted withdrawal may remain pending while processing is completed. Check: [**Asset History →**](https://elvo.exchange/assets/history) Do not submit another withdrawal simply because the first one is still processing. *** ## Spot Trading Troubleshooting ### Buy or Sell Button Is Unavailable Spot trading requires: * An authenticated Elvo session * An active market * Current market trading rules * Sufficient Available balance If the market is temporarily unavailable, halted, or disabled, order submission is not available until the market returns to an executable state. *** ### Insufficient Available Balance Your **Total** account balance may be larger than your **Available** balance. Funds can be unavailable because they are reserved for: * Active orders * Pending withdrawals * Other account activity Check: [**Assets →**](https://elvo.exchange/assets) and review your Open Orders. *** ### Order Amount Is Rejected Each Spot market has its own trading rules. An order can be rejected when it does not satisfy requirements such as: * Minimum quantity * Maximum quantity * Quantity step * Minimum order value * Maximum order value Review the **Trading Rules** section in the Spot order ticket. *** ### Limit Price Is Rejected Limit prices must follow the market's permitted price increment. For example, if a market uses a specific price tick, your Limit price must align with that increment. The trading ticket displays the applicable rule when the entered price is invalid. *** ### Market Order Cannot Execute A Market order requires sufficient executable Elvo liquidity. If there is not enough acceptable liquidity for the requested order under current market protection conditions, Elvo can reject the order or leave part of it unexecuted. Possible actions include: * Reduce the order size * Review the current Elvo order book * Wait for available liquidity to change * Consider using a Limit order A Market order does not guarantee that every requested quantity can execute. *** ### Market Order Was Only Partially Filled Market orders use immediate execution behavior. If only part of the requested amount can execute against eligible liquidity, the executed portion remains valid while the remainder may be canceled. Review: [**Orders →**](https://elvo.exchange/orders) to see the final result. *** ### Limit Order Has Not Filled A Limit order does not guarantee immediate execution. If no eligible opposite-side liquidity is available at your selected price, the order can remain open. You can: * Leave the order active * Cancel the order * Place a new order at a different price Check your **Open Orders** for current status. *** ### Order Shows Partially Filled This means some, but not all, of the order quantity has executed. For example: **4 / 10 Filled** means 4 units executed and 6 units remain subject to the order's remaining conditions. *** ### Why Is My Execution Price Different From the Price I First Saw? Market prices and order-book liquidity can change. A larger order can also execute across multiple price levels. As a result, the final average execution price may differ from: * The first visible price * The current reference price * A single order-book level Review the individual fills for the completed execution. *** ### TP / SL Cannot Be Created Conditional orders require valid: * Trigger Price * Quantity * Execution configuration For OCO, the two triggers must represent opposite protection directions. If both legs resolve to the same Take Profit or Stop Loss direction, Elvo will not accept the OCO configuration. *** ### Conditional Order Is Armed but Has Not Executed **Armed** means the condition is active and waiting for its trigger. It does not mean the order has already executed. After the trigger condition is reached, the resulting execution still depends on the configured child order and available market conditions. *** ## Perpetual Troubleshooting ### Long or Short Button Cannot Submit a Trade This is expected. Elvo Perpetual is currently a **preview product**. Live market information is available, but real Perpetual order execution is not yet enabled. The current interface does not: * Create positions * Reserve margin * Submit Perpetual orders * Perform liquidation * Settle funding For executable trading, use Elvo Spot. *** ## Earn Troubleshooting ### Cannot Stake $ELVO This is expected while Elvo Earn remains **Coming Soon**. The current Earn interface is a product preview. At this time it does not: * Lock $ELVO * Create staking positions * Activate APR * Distribute stock rewards Do not send $ELVO to anyone claiming they can manually activate your Earn position. *** ### APR Shows a Dash No live Earn APR has been activated. The current interface intentionally displays no active rate until the final Earn terms are published. *** ### Lock Period Shows TBA The staking lock period has not yet been finalized for the live product. Do not assume a lock duration based on unofficial messages or third-party claims. *** ## When to Contact Support Contact Elvo support when an issue cannot be resolved through the normal account interface. When reporting a problem, provide information relevant to the issue, such as: * Order ID * Deposit ID * Withdrawal ID * Asset * Market * Approximate time of the issue * Screenshot of the user-facing error, when useful Never send support your: * Password * Email OTP * Authenticator code * Authenticator setup key * Private key * Seed phrase * Recovery phrase For official support information, always verify the account through Elvo's official channels before continuing. --- # Agent Instructions This documentation is published with GitBook. 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