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 support@vield.io 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 support@vield.io
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: support@vield.io
- Phone: (02) 9157 9669
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