XII — TROUBLESHOOTING

This section lists the most common issues users encounter on Haystack, along with simple steps to resolve them. If something isn’t working as expected, start here.

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1. Account & Login Issues

I didn’t receive the verification email.

Try the following:

• Check your spam or junk folder.

• Wait a few minutes — some providers delay automated emails.

• Add Haystack emails to your safe sender list.

• If using a corporate email, check with your administrator.

If the email never arrives, request a new code.

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I forgot my password.

Use Forgot Password on the login screen and follow the reset flow:

1. Enter your email

2. Check your inbox for the 6-digit code

3. Create a new password

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My 2FA code isn’t working.

Possible causes:

• Your phone time is not synced (authenticator apps require accurate time).

• You’re using an old code (codes refresh every 30 seconds).

Fix:

• Sync your device time to “Set Automatically.”

• Try a fresh code.

If you lost your 2FA device, use your backup codes.

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2. KYC Issues

My KYC keeps getting rejected.

Common reasons:

• Blurry or low-quality image

• Reflection or glare

• Document cropped or incomplete

• Mismatch between document details and your account

• Expired document

Fix:

• Use a clear photo taken in good lighting

• Avoid reflections

• Upload the full document, all edges visible

• Make sure your name and date of birth match exactly

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My KYC is stuck on “Pending.”

Processing time depends on the provider. If it exceeds normal delays, try restarting the verification by re-uploading your documents.

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3. Deposit Issues

My fiat deposit isn’t showing.

Fiat deposits require manual verification by an administrator. Possible causes for delays:

• Incorrect sender information

• Missing or unreadable receipt

• Bank transfer processing time

• Mismatch between declared amount and received amount

Fix:

• Upload a clear receipt

• Make sure the sender information matches the details in your deposit request

• Contact support if verification takes unusually long

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My crypto deposit hasn’t appeared.

Possible causes:

• Network congestion

• Wrong network chosen

• TX ID not entered correctly

• Insufficient confirmations on the blockchain

Fix:

• Double-check you used the exact network specified

• Verify the TX ID

• Wait for blockchain confirmations

• If you used the wrong network, funds may not be recoverable

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4. Withdrawal Issues

My withdrawal request is still pending.

Withdrawals require admin approval. Delays may occur due to:

• compliance checks

• incomplete or incorrect destination details

• high request volume

• pending maturity events

Fix:

• Ensure all withdrawal details are accurate

• Check if any of your subscriptions are still locked

• If needed, contact support

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My crypto withdrawal hasn’t arrived.

Confirm:

• you provided the correct address

• you selected the correct network

• the receiver wallet supports the asset and network

Crypto transfers cannot be reversed, so precision is important.

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My fiat withdrawal was rejected.

Common causes:

• incorrect bank details

• unsupported destination country

• name mismatch

Double-check your bank information and try again.

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5. Subscription Issues

I cannot subscribe to a program.

Possible reasons:

• You haven't completed KYC

• Your risk profile does not allow access to the program

• Your available balance is too low

• The program’s minimum or maximum amount is not respected

Fix:

• Complete KYC

• Adjust your risk profile

• Increase available balance

• Review program requirements

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I subscribed but the yield isn’t showing.

Yield only accrues while the subscription is active. It does not appear:

• before the subscription starts

• after the program matures

• if the amount is still in the ELP

Check the subscription start date and maturity date.

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6. Entry Level Program (ELP) Issues

I can’t withdraw from the ELP.

Check:

• your ELP balance

• whether you’re trying to withdraw more than available

Withdrawals from the ELP go straight to your available balance.

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7. Dashboard or Interface Issues

My dashboard shows outdated numbers.

Try:

• refreshing the page

• logging out and back in

• switching browser

If the issue persists, it may be a temporary data-sync delay.

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Things look broken or misaligned.

Front-end layout can vary by device or browser.

Fix:

• Use the latest version of Chrome, Safari, Firefox, or Edge

• Disable aggressive browser extensions

• Try a different device

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8. Email & Notification Problems

I’m not receiving notifications.

Check:

• spam folder

• email filters

• that your inbox isn’t full

• that you’re using the email linked to your Haystack account

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9. When to Contact Support

Contact support if:

• a deposit or withdrawal is delayed beyond normal timeframes

• you cannot complete KYC after multiple attempts

• you encounter an error not listed here

• something appears incorrect in your portfolio

Provide:

• your email

• transaction ID (if applicable)

• screenshots when useful

This helps resolve the issue quickly.