Troubleshooting

Find what you see on screen, then follow the fix.

Platform problems

A platform shows error or not_connected

The dashboard can't sign in to that platform. Read the red message under the platform name, then reconnect with your current panel username and password. If you recently changed your password on the platform, this is almost always the cause.

A platform stays on connecting

Wait a minute and reload the page. If it's still connecting, select Reset, confirm with Yes, reset, then connect again.

The Platforms page is empty

If you see No game platforms enabled yet, select Enable All Platforms.

Request problems

Could not approve

Nothing was credited or taken off, and the request is still pending.

• Check the platform shows connected on Platforms.
• For a withdrawal, check the player's Game Balance covers the amount.
• Then select Approve again.

Could not create account

The game account request is still pending. Check the platform is connected and try again. If the platform refused the username or password, reject the request and ask the player to request again with different details.

Game Balance doesn't show

The balance only shows when the platform finds the player's game account. Select the refresh icon. If it still doesn't appear, check the platform connection.

Player problems

A player sees "You need an agent to sign up"

They're not using your link. Send them the link from Your storefront link on Overview.

A player can't see any platforms

They see Your agent hasn't connected any platforms yet. Open Platforms and connect at least one platform. If the page is empty, select Enable All Platforms.

A player can't make a deposit

• You need an active game account before depositing: they need an active game account first. Check Game Accounts for their request.
• Your agent hasn't added a payment method yet: add a method, or activate one, on Payment Methods.

A player's game account shows failed

The request was rejected. To let them request that platform again, open the player in Players and select Reset Link on that account.

A player can't sign in to a game

Open the player in Players and select Reset Password on that game account. Send them the new password.

A player can't find your contact buttons

Save at least one link on Support, using a full link such as https://t.me/username. Players find the buttons on the Messages page.

A promo code doesn't work for a player

The message tells you why. The code may be deactivated, it may have hit its Max uses, or the player may have redeemed it already. See promo codes.

Account problems

"No store found for your account"

Your store hasn't been assigned to your login yet. Contact us.

You can't sign in

Check you're using the email address we set up for you. If you've forgotten your password, contact us and we'll reset it.