Sign-in
The passkey prompt doesn't appear
The passkey prompt doesn't appear
Select Use passkey to open it again. Make sure you’re using a browser and device that support passkeys, that pop-ups aren’t blocked, and that your security key is plugged in if you use one. If you’re on a different device from the one you registered, sign in there or recover your account.
My confirmation or reset code didn't arrive
My confirmation or reset code didn't arrive
Codes can take a minute. Check your spam folder, then select Resend code. Codes expire after 10 minutes, so use the most recent one.
"That email is already registered with a different sign-in method"
"That email is already registered with a different sign-in method"
You created the account with a different method. Sign in with Google, Microsoft, or your password, whichever you used first.
"Those words don't match your recovery phrase"
"Those words don't match your recovery phrase"
Check the word numbers carefully; you’re asked for specific positions, not the first three words. Make sure there are no typos or extra spaces.
Identity verification
My verification is taking a long time
My verification is taking a long time
The page updates by itself once Persona decides. If it’s been more than a business day, contact support.
Persona declined my verification
Persona declined my verification
Select Start a new verification. Use a valid, unexpired photo ID, take photos in good light without glare, and make sure the selfie clearly shows your face.
My verification expired
My verification expired
Verification is valid for a set period. Select Verify again with Persona to renew it before filing new requests.
Wallets
My wallet won't verify
My wallet won't verify
Make sure the wallet you sign with controls the exact address you entered and is on the right network. If your browser wallet doesn’t open, use Signed elsewhere: copy the message, sign it in your wallet app, and paste the signature back.
"Enter a valid EVM address"
"Enter a valid EVM address"
Addresses must start with
0x followed by 40 characters (0–9 and a–f). Copy the address straight from your wallet to avoid typos.Requests
"Amount must be a whole multiple of …"
"Amount must be a whole multiple of …"
The token only accepts amounts in fixed increments. Use the suggested amount, or the nearest multiple below it.
My transaction hash shows "Not found on-chain yet"
My transaction hash shows "Not found on-chain yet"
The transfer hasn’t confirmed yet. Wait a few minutes and try again. Check that you sent it on the right network.
My transaction hash shows "Already used"
My transaction hash shows "Already used"
Each transfer can only count toward one request. Check that you pasted the right hash.
I sent the tokens and fee in one transaction
I sent the tokens and fee in one transaction
The tokens and the fee must be two separate transfers to two different addresses. Contact support with your request reference and the transaction hash.
I sent tokens from the wrong wallet
I sent tokens from the wrong wallet
Transfers only count when they come from the wallet named on the request. Contact support with your request reference and the transaction hash.
"New issuance and redemption are paused"
"New issuance and redemption are paused"
The platform, the issuer, or the token is temporarily suspended. Your balances aren’t affected. Try again once the banner is gone.