Using the Vield Platform

Technical Support

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 [e-mail] 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 [e-mail]
   

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: [e-mail]
• Phone: [phone]

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