Known errors

Below are three most popular error messages our users often receive on their first time using our platforms (QUOINEX & QRYPTOS), and how to navigate them. If none of these solutions work, let us know at [e-mail]. 

“Sorry we cannot process your request”

This error message is basically our dashboard saying “we don’t know what went wrong.” Error can be caused by dashboard, browser, or Internet connection. Please alert our Support team at [e-mail] and include a screenshot of what you are doing on the dashboard at the time, and we will investigate.

"Session expired"

Sometimes, after entering your email address and password, the website redirects you back to Sign-In page and says “session expired.” This happened when the session timing is not properly synced. Please first try to correct your device's time setting using https://time.is/ as a reference.

If correcting device time does not work, alert us at [e-mail] and our Tech team will have it recalibrated.

"Authentication code is invalid"

This error occasionally happens when the date and time on your device does not completely sync with the global time. Please first go to Settings to check whether the date and time is set as "automatic". Then switch it to “manual" and update it correspondingly. Lastly, change the setting back to automatic again.

If you still experience the issue after completing the above steps, restart your phone and try again.