> For the complete documentation index, see [llms.txt](https://countertrade.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://countertrade.gitbook.io/docs/help/troubleshooting.md). # Troubleshooting A quick router from the most common CounterTrade problems to the page that fixes each one. Find your problem below, try the one-line fix, and follow the link for the full steps. Each entry names what you see on screen, why it happens, and where to go next. ## You can't join a room The **Join room** button is disabled, shows a different label, or the join reverts. The usual causes each show their own message: * The button reads **Sign in to join** — you haven't signed in yet. Connecting a wallet is not the same as signing in; finish the wallet **Sign In** step, or use **Continue with Google**, first. * The button reads **Connect a wallet to join** — you're signed in but no wallet is connected. Connect the wallet you signed in with. * The button reads **Wallet mismatch** — your connected wallet differs from the one on your account. Switch back to the wallet you signed in with, or sign in with the connected one. * A trader name dialog appears — you need a **Trader name** before you can join. Set one, then join. * The join fails with **Room is full**, **Join deadline has passed**, or **You already joined this room** — the room closed to new players, or you're already in. There's nothing to fix; pick another room. * The join fails with **Insufficient token balance** — your wallet doesn't hold enough of the room's entry-fee token. Top up that token, then try again. Full walkthrough and the wallet-approval steps: [Join a room](/docs/battles/join-a-room.md). ## Your order was rejected You placed an order and it came back rejected instead of filling — for example `Insufficient available balance for this order.`, `Selected leverage exceeds the room maximum.`, or `Set your trader name to trade.` Each rejection maps to one rule CounterTrade enforces server-side — balance, leverage, symbol, order rate, or a missing trader name. The message tells you which one. Match your exact message to its cause and fix in [Rejected orders](/docs/trading/rejected-orders.md). ## You can't trade even though you're in the room The order panel won't accept orders, or every order is rejected with the same message. * `Room is not live yet. Trading will open at start time.` — the room hasn't started. Wait for the start time; trading opens automatically. * `Room has ended. Trading is closed.` — the battle is over. You can't place new orders. * `Your account is liquidated and cannot trade in this room.` — your whole account was force-closed (full account liquidation), and trading in that room is over for you. This is different from a single position being liquidated, after which your account stays active and you can keep trading. The full list of trading rejections and what each one means is in [Rejected orders](/docs/trading/rejected-orders.md). ## A claim or refund is stuck You started a claim or refund and the status line next to the button hasn't reached its done state. You may see `Awaiting wallet confirmation…`, `Confirmed on chain — waiting for indexer`, or `Confirmed on chain. Indexer is catching up — refresh the page in a moment`. The transaction is on-chain; the app is waiting for indexing to catch up before it shows the result. Wait a few seconds and refresh the page. If instead you see `Transaction failed.`, the transaction didn't go through and no funds moved — you can try again. Full recovery steps, including what to do when it stays stuck: [Transaction troubleshooting](/docs/funds-and-settlement/transaction-troubleshooting.md). ## You can't sign in You connected a wallet but the app still treats you as signed out — the **Join room** button reads **Sign in to join**, and you can't trade or claim. Connecting a wallet does not sign you in. Use **Continue with Google**, or complete the wallet **Sign In** step where your wallet signs a message, before you join, trade, or claim. A Google account can explore, spectate, and chat; to join and trade, it links a wallet at the join itself — see [Account and wallet](/docs/account-and-profile/account-and-wallet.md#linking-a-wallet-to-a-google-account). ## When to contact support Reach support from within the app when a problem survives the fix above — for example a claim that stays stuck long after the transaction confirmed, an order rejected with a message you can't place, or a message that tells you to contact support (`Room configuration is missing. Contact support if this persists.` or `Your trading account is suspended. Contact support.`). Include the room name, your **Trader name**, the exact message you saw, and roughly when it happened, so the request is actionable. You can also write to `admin@countertrade.app`; see [Contact and your data](/docs/help/contact-and-data.md) for what to include. ## Related * [Rejected orders](/docs/trading/rejected-orders.md) * [Transaction troubleshooting](/docs/funds-and-settlement/transaction-troubleshooting.md) * [Join a room](/docs/battles/join-a-room.md) * [Account and wallet](/docs/account-and-profile/account-and-wallet.md) * [FAQ](/docs/help/faq.md)