> ## Documentation Index
> Fetch the complete documentation index at: https://docs.loosh.app/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Common problems and how to resolve them.

Most of what goes wrong resolves itself in the app. Here is what to try first,
and when to reach a human instead.

<AccordionGroup>
  <Accordion title="My verification code hasn't arrived">
    Codes expire after 5 minutes, and you can request a new one every 60 seconds —
    the Resend button counts down until then. Three wrong entries retire that code;
    request a fresh one and keep going. After five requests in an hour you will
    need to wait an hour before asking for another.

    An older code still sitting in your inbox will usually still work, as long as
    it was sent to the same number.

    If you keep seeing "We couldn't send your code", it is usually the network
    delivering the SMS rather than your account. If it persists,
    [contact support](/docs/help/contact-support).
  </Accordion>

  <Accordion title="I typed my cell number wrong">
    The verification screen shows your number in full, exactly so you can spot a
    typo.

    If you signed up with Google or an email address, tap
    **Wrong number? Change it**, correct it and continue — you may have to wait a
    moment before a code can go to the new number. If you signed up with your cell
    number, go back one screen and re-enter it.

    Already signed in? **Account → Profile → Edit → Cell number**. You confirm your
    PIN, then a code goes to the new number before anything switches over.

    Your ID number, date of birth and gender cannot be changed in the app after
    sign-up — those need [support](/docs/help/contact-support).
  </Accordion>

  <Accordion title="I've forgotten my PIN">
    Your PIN never leaves your phone. Loosh has no copy of it, so support cannot
    read it back to you or reset it.

    Wrong entries pause you for a while, and the pause gets longer each time. The
    way back in is **Sign out** on the PIN screen, then sign in again with your
    cell number or email and set a new PIN.

    If you use biometrics, a failed fingerprint or face scan does not count against
    you.
  </Accordion>

  <Accordion title="My identity check was rejected">
    Tap **Try again** and resubmit — most rejections are a blurry photo, a cut-off
    edge, or a document that has expired. Take the photos in good light with the
    whole document in frame.

    If you are told more is needed, the app usually says what is missing.

    If a resubmission keeps being rejected, stop and
    [contact support](/docs/help/contact-support) rather than trying again — some
    rejections cannot be cleared by resubmitting.
  </Accordion>

  <Accordion title="My top-up hasn't shown up">
    Top-ups are normally instant. The app watches for the payment and updates your
    balance on its own; there is a **Refresh** on the waiting screen, and reopening
    the app refetches your balance.

    A failed top-up means you were not charged. A reversed one means the payment
    was taken back — neither leaves money stranded.

    If your card was charged and the balance never moved,
    [contact support](/docs/help/contact-support) with the date and amount. That one
    needs a person.
  </Accordion>

  <Accordion title="My withdrawal hasn't arrived">
    Withdrawals take one to two business days for both bank accounts and eWallet.
    Until then the status stays as processing.

    If the bank rejects the payout, your balance is refunded automatically and the
    reason is shown — you can then correct the details and try again.

    To cancel a withdrawal that is still processing, or to chase one that is past
    the window, [contact support](/docs/help/contact-support).
  </Accordion>

  <Accordion title="A cash token says expired or already redeemed">
    Tokens can only be redeemed once, and each has an expiry date set by whoever
    issued it. Neither can be undone.

    If you issued it, the money comes back to your wallet automatically after it
    expires — allow up to a day after the expiry date. If you were given the token,
    go back to the person who gave it to you.
  </Accordion>

  <Accordion title="I sent money to the wrong person">
    A completed send cannot be reversed, and support cannot take money back out of
    someone else's wallet. Ask the recipient to send it back.

    Worth checking first: if you tapped **Pledge** rather than **Send**, no money
    moved at all and the other person was never told. Look under **Pledges** in
    that wallet.
  </Accordion>

  <Accordion title="I'm not getting notifications">
    Three things can silence them. Check in this order:

    1. Notifications are allowed for Loosh in your phone's settings.
    2. **Account → Notifications → Channels** — **Push notifications** is the
       master switch. Turning it off silences everything, even types that still
       look switched on below it.
    3. The individual type, such as Payment received, is ticked.

    Whatever happens to the push, the message is always written to your inbox — tap
    the envelope at the top of **Wallets** to see everything you have been sent.
  </Accordion>
</AccordionGroup>

## Still stuck

**Account → Help & support → Log a ticket.** Tell us what happened and what you
expected; include the date and amount if money is involved. You can follow the
ticket from the same screen.