Troubleshooting

Start by checking the organization, server name, Demo or Live environment, and your member role. Refresh or reopen the affected page before repeating an action that changes state.

Signup and access

Problem	Next step
Verification code has not arrived	Check the email address and spam folder, then use Send a new code. Use the newest eight-digit code.
Signup cannot finish	Confirm matching passwords of at least eight characters. If the verified session is no longer available, complete email verification again.
Console sign-in fails	Use your Console email and password, not a Terminal account number or trading password.
Password recovery email does not arrive	Contact Koneth support. Do not repeatedly submit recovery requests.
A teammate cannot join	Invitation onboarding is not complete. See Members and roles.
A page or action is denied	Check role access. A visible button does not guarantee permission.

Credits and payments

Problem	Next step
Credit packages do not load	Use Try again or Refresh packages and check availability with Koneth if the problem persists.
Wallet not configured	Do not send a payment on that option. Ask Koneth which asset and network are supported.
Payment submitted but balance unchanged	Manual approval is required. Check Credits → Purchase History and wait for the outcome.
Crypto sent but payment dialog was closed	Preserve the transaction hash and contact Koneth to reconcile the existing purchase. Do not pay again.
Integration reports insufficient credits	Buy API credits and wait for confirmation. Trading account balances and server licenses do not cover API request charges.

See Payments and purchase history for the complete process.

Servers

Problem	Next step
License purchase asks for a logo	Upload a square PNG, JPEG, or WebP of at most 2 MB in Settings.
Server name rejected	Enter a suffix without spaces, at most 40 characters, and select a product.
License is paid but no server appears	Payment creates an unused active license, not a VPS. Deploy Koneth Server and open its generated connection link to attach the server.
No unused license is available	Confirm the payment is approved and the license is active, belongs to this organization, and is not already attached.
Connection link fails	Copy the complete link. If its 15-minute lifetime has passed, request a new one from the server administrator.
Server is provisioning	The VPS connection did not finish. Check the deployed server’s setup status and pairing result before trying again.
Server is offline or heartbeat is old	Ask the server administrator to check availability. Do not repeatedly submit operations while it is unavailable.
Server is suspended	Ask your owner or Koneth contact to review organization and license status.

Markets and Terminal access

Problem	Next step
No packages available	Check Your subscriptions; packages may already be subscribed or pending.
Attach Market is disabled	Confirm that an active subscription is available and not already attached to this server.
Paid markets do not appear in Terminal	Check approval, Paid through, the server attachment, the selected Terminal server, and the trading schedule.
Market appears closed	Review selected trading days and Daily open (UTC) / Daily close (UTC) in the server attachment.
Terminal login fails	Check the exact server and account number, current password, and account status. Console credentials are different.

See Markets and trading terms and Connect a trading account.

Trading accounts and finance

Problem	Next step
Account cannot be found	Clear account filters and check the server.
Account stays on Creating…	Check server availability, licensed capacity, and Recent Commands. Do not immediately create a duplicate.
Password is unavailable	Use Generate password or the appropriate reset action, then wait for the command to complete.
New password does not work yet	Confirm the reset succeeded on the server before resetting again.
Deposit or withdrawal seems missing	Inspect its command status, then reopen account Transactions and compare the resulting balance.
Finance shows the wrong currency symbol	The server Finance table currently formats amounts as USD. Verify the currency and balance on the account detail page.
Account equity looks identical to balance	The current list uses balance for its Equity column. Do not use it as a live risk calculation.

Warning

A closed dialog or a submitted request is not proof that a queued operation finished. Check the result before repeating a deposit, withdrawal, account creation, or password reset.

Feature availability

These visible controls should not be treated as completed workflows:

Area	Limitation
Password recovery	Contact Koneth support if you cannot recover access by email.
Invitations	Coordinate new member onboarding with Koneth support.
Bulk account actions	Use individual account actions or the supported Management API operation.
Existing account settings	Use the supported Management API operations for changes unavailable in Console.
Timezone preferences	Do not rely on this control for market schedules or organization rule boundaries.
New webhooks	Contact Koneth support for activation and confirm actual delivery.
API key restrictions	The Console creation form does not offer per-server selection or expiry.
Purchases	Credit and license purchase-history rows do not reopen the payment dialog.

What to include when asking for help

Record the page, approximate time and timezone, organization name, server name and server ID, account number if relevant, and the exact visible error. Include a command ID or request ID if one is available. For payments, include the item, amount, network, asset, and transaction hash through an approved support channel.

Do not include Console passwords, trading passwords, investor passwords, API keys, webhook signing secrets, connection links, or wallet recovery phrases. Hide credentials before taking a screenshot.