Troubleshooting and FAQ

Signing in

I cannot sign in. Check you are using the email your account was created with, and that your phone's clock is set automatically. If your passkey is not recognised on this device, use the email and authenticator fallback. See "Sign in and secure your account".

I keep getting signed out. You are signed out after 15 minutes of inactivity, and after a longer fixed period regardless.

I joined but see no organisation. You signed in with a different email from the one your invitation was sent to. Ask your Admin to revoke and re-invite.

I lost my phone. See "Recover access to your account".

Payments

The Sign button is missing. You are a Requester or Viewer, the payment is blocked, or you have already signed it.

My payment needs another approver. It is above your self-approval limit. See "Understand self-approval limits".

My payment is flagged. Open it, resolve the flag with a comment and a document, then sign. See "Resolve a flagged payment".

My payment is blocked. It cannot be sent by anyone. Reject and archive it, and contact your account manager if you believe it is legitimate.

Nothing happened after I signed. You were not the last required signer.

I sent to the wrong network. The funds cannot be recovered. See "What can and cannot be reversed".

Can I cancel a payment? Yes, until the last required signature. After that, no. See "What can and cannot be reversed".

Balances

My deposit has not appeared. Wait for network confirmation, then refresh balances. If you can see it on a block explorer, use Import transaction on the Ledger. See "View balances and history".

My balance dropped by more than I sent. The network fee comes out on top of the amount. See "Network fees and gas sponsorship".

I have tiny balances I did not ask for. Unsolicited dust, sometimes used in address-poisoning attempts. Never copy an address from your transaction history.

Access and features

I cannot see Banking, Cards, or Earn. They are enabled per organisation. Ask your Admin or your account manager.

I cannot edit policies or invite people. Only Admins can.

I cannot reveal card details. Only Admins can.

Everything is failing at once. Check whether the emergency lock is engaged, on Settings › Security.

Money questions

What does it cost? Charges are set out in your Order Form. Your account manager can confirm what applies.

Can Stablerail move our funds? No. See "How self-custody works here".

Can you reverse a payment for us? No. Nobody can, once it is broadcast.

Can you recover our keys? No. Recovery runs through a support procedure and restores access, not keys. See "Recover access to your account".

Getting help

For roles, policies, limits and feature access, ask your Admin. They control all of it.

For anything else, including a payment that appears genuinely stuck, a suspected compromise, or account recovery, contact support. Have the transaction reference ready.