Common Technical Issues

Cannot Log In

Symptoms: Unable to access account, password not working, account locked

Solutions:

  • Check password: Ensure Caps Lock is off, verify spelling
  • Reset password: Contact support@vield.io to reset
  • Check email: Ensure using correct registered email
  • Clear cache: Clear browser cache and cookies
  • Try different browser: Use Chrome, Safari, or Firefox
  • Account restrictions: Contact support if account is suspended

App Not Loading

Symptoms: Blank screen, stuck on loading, crashes on startup

Solutions:

  • Check internet: Verify stable WiFi or mobile data connection
  • Restart app: Close completely and reopen
  • Update app: Install latest version from App Store or Google Play
  • Restart device: Power off and restart phone
  • Reinstall app: Delete and reinstall from app store
  • Check storage: Ensure device has sufficient storage space

Collateral Not Showing

Symptoms: Crypto transferred but not visible in account, balance shows zero

Solutions:

  • Wait for confirmations: BTC/ETH transfers require 10-30 minutes for blockchain confirmation
  • Verify wallet address: Confirm you sent to correct Vield Security Wallet address
  • Check blockchain: Use Blockchain.com (BTC) or Etherscan.io (ETH) to verify transaction status
  • Refresh app: Pull down to refresh or log out and back in
  • Contact support: If still not showing after 2 hours, provide transaction hash

Payment Not Processing

Symptoms: Bank transfer not credited, repayment failed, payment pending

Solutions:

  • Allow processing time: PayID/bank transfers take 1-2 business days
  • Verify payment details: Confirm correct BSB, account number, or PayID
  • Check bank account: Ensure sufficient funds and no restrictions
  • Include reference: Use loan reference number in payment description
  • Contact support: Provide bank receipt or transaction reference

KYC Verification Failed

Symptoms: Identity verification rejected, documents not accepted

Solutions:

  • Check document quality: Ensure photos are clear, well-lit, not blurry
  • Verify document validity: Must be current (not expired) Australian ID
  • Correct document type: Use driver's license, passport, or Medicare card
  • Match details: Name and DOB must match application exactly
  • Resubmit: Take new photos following on-screen instructions
  • Contact support: If repeatedly failing, email support@vield.io

Card Not Working

Symptoms: Vield Mastercard transaction declined, insufficient funds error

Solutions:

  • Check balance: Verify sufficient USDC on card
  • Top up card: Transfer more USDC from DeFi wallet
  • Check card limits: 5,000 USDC daily, 150,000 USDC annual
  • Verify merchant: Some merchants don't accept prepaid cards
  • Card status: Check if card is active (not suspended or reported lost)
  • Contact support: Report persistent issues

Browser & Device Compatibility

Supported Web Browsers

  • Google Chrome: Latest version (recommended)
  • Safari: Latest version for macOS/iOS
  • Mozilla Firefox: Latest version
  • Microsoft Edge: Latest version

Note: Always use the latest browser version for optimal security and performance.

Supported Mobile Devices

  • iOS: iPhone running iOS 14.0 or later
  • Android: Android devices running Android 8.0 or later

System Requirements

  • Stable internet connection (WiFi or mobile data)
  • JavaScript enabled
  • Cookies enabled
  • Pop-up blockers disabled for vield.io

Clearing Cache & Cookies

Why Clear Cache?

Clearing cache and cookies can resolve:

  • Login issues
  • Display problems
  • Outdated information showing
  • Slow loading

Chrome (Desktop)

  • Click three dots (top right) > Settings
  • Privacy and security > Clear browsing data
  • Select 'All time' as time range
  • Check 'Cookies' and 'Cached images'
  • Click 'Clear data'

Safari (Mac)

  • Safari menu > Preferences
  • Privacy tab > Manage Website Data
  • Click 'Remove All'

Safari (iPhone/iPad)

  • Settings > Safari
  • Scroll down > Clear History and Website Data
  • Confirm

Chrome (Android)

  • Chrome menu (three dots) > Settings
  • Privacy > Clear browsing data
  • Select time range and data types
  • Tap 'Clear data'

Connectivity Issues

Symptoms

  • 'Connection error' messages
  • App timing out
  • Cannot load data

Solutions

  • Check internet connection: Test by opening other websites/apps
  • Switch networks: Try WiFi if on mobile data (or vice versa)
  • Restart router: Power cycle WiFi router
  • Disable VPN: Temporarily turn off VPN to test
  • Check firewall: Ensure firewall allows vield.io
  • Try later: May be temporary service maintenance

Error Messages

Common Error Codes

  • Error 403 (Forbidden): Account restricted. Contact support.
  • Error 500 (Server Error): Temporary server issue. Try again in a few minutes.
  • Error 503 (Service Unavailable): Maintenance in progress. Check back soon.
  • 'Invalid credentials': Wrong email or password. Try resetting password.
  • 'Transaction failed': Check payment details and try again.

DeFi Wallet Connection Issues

Cannot Connect Wallet

Solutions:

  • Wallet installed: Ensure MetaMask/Phantom is installed
  • Wallet unlocked: Open and unlock wallet before connecting
  • Correct network: Switch to Polygon network
  • Browser extension: Check wallet extension is active
  • Refresh page: Reload page and try again

Top-Up Failing

Solutions:

  • Sufficient MATIC: Need MATIC for gas fees
  • Sufficient USDC: Verify balance in wallet
  • Polygon network: Must use USDC on Polygon
  • Approve transaction: Confirm in wallet popup

Performance Issues

Slow Loading

  • Check internet speed
  • Close other browser tabs/apps
  • Clear cache and cookies
  • Update browser/app to latest version
  • Restart device

Getting Help

If issues persist after trying these solutions:

  • Email: support@vield.io
  • Phone: (02) 9157 9669

Information to Provide

When contacting technical support, include:

  • Description of the issue
  • Error messages (screenshots if possible)
  • Device type (iPhone, Android, computer)
  • Operating system and version
  • Browser name and version (if applicable)
  • Steps you've already tried
  • When the issue started