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Quick Solutions

  • Verify email and password
  • Check 2FA code is current (refreshes every 30 seconds)
  • Try incognito/private mode
  • Reset password if needed
  • Lost 2FA device? Contact support@venly.io
  1. Check spam folder
  2. Wait 10 minutes
  3. Request new email
  4. Contact support if still missing
  • Verify IBAN is correct
  • Ensure account in your business name
  • Check bank is in supported country
  • Request new verification email
  • Sent exactly 1 USDC? (not more/less)
  • From registered wallet address?
  • Correct network? (Polygon USDC vs Ethereum USDC)
  • Waited 15 minutes?
  • Check transaction on blockchain explorer
  • Completed bank transfer?
  • Included reference code? ⚠️ CRITICAL
  • Sent exact amount?
  • From correct bank account?
  • Wait full 2 hours before contacting support
  • Check transaction details for failure reason
  • Funds will be returned/refunded
  • Resolve issue mentioned
  • Try again or contact support
  • Transaction shows “Completed”?
  • Verified wallet address?
  • Checked blockchain explorer?
  • Refreshed wallet balance?
  • Wait 30 minutes after “Completed”
  • Contact support with transaction ID
  • Transaction shows “Completed”?
  • 2 full business days passed? (excluding weekends)
  • Verified with your bank?
  • Bank account active?
  • Contact support if delayed beyond 3 days

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Account Issues

Cannot Access: Reset password or contact support for 2FA recovery Business Not Approved: Typical 1-3 days. Check email for document requests Cannot Add Accounts: Ensure business is approved first

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Transaction Issues

Transfer Not Detected (On-Ramp):
  • Included reference code? 🚨 Most common issue
  • Exact amount sent?
  • From correct account?
  • Contact support with transaction ID + bank receipt
Forgot Reference Code:
  • Contact support immediately with ID and receipt
  • Manual matching attempted (1-2 day delay)
Wrong Amount Sent:
  • Contact support immediately
  • Refund or credit processed

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Technical Issues

Page Not Loading:
  1. Check internet
  2. Clear browser cache
  3. Try incognito mode
  4. Disable extensions
  5. Try different browser
Features Not Working:
  1. Hard refresh (Ctrl+F5)
  2. Clear cache
  3. Update browser
  4. Try different device

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Security Concerns

Suspicious Email:
  • Don’t click links
  • Don’t provide information
  • Forward to security@venly.io
  • Delete message
Unauthorized Access:
  1. Change password immediately
  2. Review recent activity
  3. Contact support@venly.io
  4. Check for unauthorized transactions

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Error Messages

ErrorSolution
”Invalid credentials”Reset password or verify email
”2FA code expired”Use current code from app
”Insufficient balance”Add funds or reduce amount
”Account not verified”Wait for business approval
”Transaction limit exceeded”Contact support for increase

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Contact Support

General Support

support@venly.ioResponse: Within 24 hours

Security Issues

security@venly.ioResponse: Within 2 hours
Include When Contacting:
  • Your account email
  • Transaction ID (if applicable)
  • Description of issue
  • Steps already tried
  • Screenshots (if helpful)
  • Error messages (exact text)

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Next Steps

Check Status

View account status

Security Guide

Protect your account

Glossary

Understand terms