Troubleshooting

Quick fixes for common issues. If your problem is not here, contact support with full details.

Cannot log in: "Invalid credentials"

Double-check your email for typos.
Try the password reset flow. Click Forgot password on the login page.
If you registered through a referral link, the email is whatever you entered, not auto-generated.

Logged in but cannot stay logged in

Clear your browser cookies for ge-as.com.
Try a different browser to isolate browser-specific issues.
If it persists, contact support.

2FA email not arriving

Check spam or junk folder.
Wait 30 to 60 seconds.
Click Resend Code on the verification page.
Add the GE-AS sender to your contacts to stop future filtering.
See 2-Factor Authentication for details.

Email verification link won't work

You must click the verification link on the same device, then log in on that same device for the verification to register.
If you clicked on phone but logged in on desktop, click the link again on whichever device you plan to log in from.

KYC

KYC stuck on "Under Review" for more than 48 hours

Review usually completes within 24 hours. If it has been more than 48, contact support with your store name.

KYC rejected

The rejection email or the KYC page tells you why.
Most rejections are photo quality, name mismatch, or document validity.
Fix the issue and resubmit. There is no limit on retries.
See KYC Verification.

Cannot upload KYC photo: "file too large"

Each photo must be 4MB or smaller.
Most phone gallery apps have an option to send a smaller version when sharing.
Or use a photo compression site or app to reduce file size before uploading.

Deposits

Deposit not credited after 30 minutes

Crypto Auto flow:

Open the Deposit History table on the Deposit Funds page.
Click View on your pending deposit.
If a transaction hash is shown, look it up on Solscan to confirm it was confirmed on-chain.
If it shows confirmed on-chain but is still pending in GE-AS after 30 minutes, contact support with the transaction hash.

Crypto Manual flow:

Confirm your transaction is confirmed on-chain via Solscan.
Confirm the signature you entered on the form matches the actual transaction.
Confirm the sending wallet address you entered matches the source.
If everything looks right, contact support with the transaction signature.

Naira (Remvo):

Confirm your bank transfer cleared.
Confirm you used the exact reference the Remvo widget gave you.
Wait 10 to 15 minutes after the bank transfer clears.
If still missing, contact support with the bank transfer reference and a screenshot of the transfer confirmation.

Sent USDT on wrong network

USDT on Ethereum, Tron, BSC, or any chain other than Solana cannot be recovered.
Always select Solana network when sending USDT to GE-AS.

Deposit page shows "Deposits Suspended"

The deposit system is temporarily paused for maintenance.
The page shows the expected resume time.
Come back after that time.

Withdrawals

Withdrawal shows "Failed"

Click into the withdrawal in your history for the failure reason.
Most common cause: invalid USDT (Solana) wallet address in Account Settings.
Update your wallet address and retry.

Withdrawal shows "Approved" but funds not received

Check your wallet address on Solscan. If the transaction confirmed on-chain but funds are not in your wallet, the address in GE-AS Settings was for an address you do not actually control.
Contact support with details but recovery is rarely possible.

Cannot enter the amount I want: "Below minimum"

The minimum withdrawal is shown above the amount field on the Withdraw Funds page.
First-time withdrawals may have a different minimum than subsequent ones. The page reflects your specific minimum.

Cannot withdraw at all

Confirm KYC is verified (Account Settings).
Confirm your USDT wallet address is set in Account Settings.
Confirm you have a balance above the minimum.
If all three are met and the button is still disabled, contact support.

Bidding

Bid button is disabled

Check whether the current time is inside a session window. Bidding is only open during the Dawn (01:00 UTC), Midday (09:00 UTC), and Dusk (17:00 UTC) sessions.
Check that you have sufficient balance in the wallet you selected (Main or ICTP).
Refresh the page.

Bid placed but not appearing in my activity

Refresh the page.
Check the trading session is still open. Bids placed in the last seconds of a session may not be accepted.

Bid won but no product showing in inventory

Open the My Inventory section on your home page.
If still not visible, contact support with the session date and bid amount.

Selling

Sell stuck in "Processing"

Sells take up to 24 hours to process. If it has been less than 24 hours, wait.
After 24 hours, contact support with the product name and submission timestamp.

Sell rejected

The sell flow may not match a buyer if your asking price and Recess/Excess range is too narrow or out of market range.
Adjust your price and resubmit. See How to Sell.

AI Trading Plans

Plan shows zero balance

Confirm you funded the plan from the AI Models page.
Funding is from your Main Wallet or Grant Funds.
If you funded and it still shows zero, contact support with the plan ID.

Cannot withdraw from an AI Plan

The Withdraw option appears on each individual bot's page.
If the plan cycle has already settled, funds may already be back in your source wallet. Check that wallet's balance.

Pilot Mode

Cannot follow a pilot

Check the pilot's status. If "Warmup, opens soon", they are not yet accepting followers.
Check your Main Wallet has enough for at least the pilot's minimum follow amount.
Check your follow amount is at or above the minimum.

Cannot unfollow a pilot

If you have open positions (products bought but not sold yet) under that pilot, unfollow may be blocked. The modal shows what is open.
Wait for the sells to clear, then unfollow.

ICTP

Cannot transfer ICTP profits

Your ICTP balance must be at least $100 (the $50 principal plus $50 of profit).
The Withdrawable tile on the ICTP page shows what you can transfer.
If your ICTP balance is at $99.99 or below, keep trading until you cross $100.

Vendor and Grants

Vendor application showing "Under Review" for a while

Vendor review can take longer than KYC, especially for large product submissions.
Wait 5 to 7 business days before following up.
Contact support if you have heard nothing after 2 weeks.

Grant page blocked with "Active AI Bot Required"

You need an active AI Trading Plan to apply for a grant.
Activate an AI Plan from the AI Models page, then return to the Grant application.

General

Page won't load or shows blank

Refresh the page.
Clear browser cache.
Try a different browser.
Disable browser extensions one at a time to isolate a culprit.
If the issue persists across browsers, it is likely a platform issue. Check the Telegram community for updates or contact support.

The page is showing in a different language

GE-AS uses your browser's language settings. Change your browser to English (or your preferred language) for the intended experience.

My balance number looks wrong

Refresh the page. Balances update on page load.
Check your wallet history pages (Deposit Funds, Withdraw Funds) for recent transactions you may have forgotten.
If the number is still wrong, contact support with the expected balance and what you see.

When in Doubt

Contact support with:

Your store name
A clear description of the issue
Timestamps and screenshots
Any transaction IDs or references

The more information you provide, the faster you get an answer.