> ## Documentation Index
> Fetch the complete documentation index at: https://help.universalmint.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Fixes for common problems with sign-in, verification, wallets, and requests.

## Sign-in

> **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](/account/passkeys-and-recovery#recover-your-account).

> **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"**
>
> 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"**
>
> 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**
>
> The page updates by itself once Persona decides. If it's been more than a business day, contact [support](/support/contact).

> **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**
>
> 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**
>
> 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"**
>
> 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

> **The Issue or Redeem button is locked**
>
> Hover over the button to see why. Common reasons: your identity isn't verified yet, the token only accepts requests from specific investors, or the token or platform is paused.

> **"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"**
>
> 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"**
>
> Each transfer can only count toward one request. Check that you pasted the right hash.

> **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](/support/contact) with your request reference and the transaction hash.

> **I sent tokens from the wrong wallet**
>
> Transfers only count when they come from the wallet named on the request. Contact [support](/support/contact) with your request reference and the transaction hash.

> **"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.

## Still stuck?

Email [support@universalmint.io](mailto:support@universalmint.io) with your account email, the request reference, and a screenshot of the error. See [Contact support](/support/contact).


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