Bot Issues
Bot not responding to commands
1
Check your internet connection
Make sure your device has an active connection. Try opening a webpage or another app to confirm.
2
Restart Telegram
Close the Telegram app completely and reopen it, then try the command again.
3
Wait a few minutes
Occasionally the bot may be briefly unavailable due to maintenance. Wait 2–5 minutes and try again.
4
Contact support if the issue persists
If the bot still does not respond after several minutes, use
/support to report the issue to technical support.Commands returning errors
1
Verify the command spelling
Commands are case-sensitive and must start with
/. Check the commands reference to confirm the exact spelling.2
Check your account status and permissions
Some commands are only available to participants with specific statuses or after completing certain actions (for example, creating a Help Request requires a confirmed Order first).
3
Try again in a few minutes
Transient errors sometimes resolve on their own. Wait briefly and retry.
4
Contact support if the error repeats
If the same error keeps appearing, contact support with
/support and include the command you used and the error message you received.Missing keyboard buttons
Send/start to the bot. This command restores the main keyboard with all standard action buttons.
Not receiving Order notifications
1
Check Telegram notification settings
Open Telegram settings and make sure notifications are enabled for the bot chat.
2
Make sure you haven't blocked the bot
If you have blocked the bot in Telegram, it cannot send you messages. Unblock it in your Telegram contacts or chat settings.
3
Verify your Intents are active
Orders are only issued against active Intents. Use
/intents to check that you have at least one Intent in Active status.4
Ask your Guider to check your status
Your Guider can verify whether your account is set up correctly to receive Orders.
Intents & Requests
Can’t create a Help Request
There are a few reasons why the bot may block a new Help Request:1
Check that you have completed an Order first
For a standard Help Request, you must have provided help first — meaning at least one Order issued from your Intents must have been completed and confirmed.
2
Check that you have active payment details
You must have at least one active payment method on file. Use
/accounts to review your details. If none are active, add one with /account_add.3
Check whether you already have an active request
Only one active Help Request is allowed at a time. Use
/asks to check. If a request is still active, wait for it to complete before creating a new one.Help Request stuck in “New” for more than 3 days
Contact your Guider directly. Your Guider reviews new Help Requests, and if more than 3 days have passed without a decision, a message to them is the right next step. Find your Guider’s contact via/start.
Intent not approved after 3 or more days
Write to your Guider. They review Intent submissions and can tell you whether a decision is pending or if any changes are needed before approval.Orders
Sent money but can’t find the “Transfer completed” button
Use the direct Order lookup command to open the Order:12345 with your actual Order number. The Order card will appear with the action buttons, including “Transfer completed”.
Recipient not confirming receipt
1
Preserve your transfer proof
Take a screenshot of the completed transfer and note the transaction ID or reference number. Keep this evidence — you may need it later.
2
Contact your Guider
Reach out to your Guider and provide them with the Order number and your transfer proof. Your Guider will contact the recipient and mediate the situation.
3
Allow time for escalation
If the recipient still does not confirm after your Guider’s intervention, the Guider can escalate the dispute further within the system.
Payment Details
/account_add not working
Follow the bot’s prompts step by step — the command is interactive and expects you to respond to each question in sequence. Read each message carefully and reply with the requested information (payment type, card number or wallet address, etc.). If you skip a step or send an unexpected reply, start the process again with /account_add.
Wrong card number entered
You cannot edit a saved payment detail directly. To fix a wrong entry:1
Add the correct details
Use
/account_add to add the correct card number or payment detail.2
Ask your Guider to deactivate the old entry
Contact your Guider and ask them to deactivate the incorrect entry. This prevents senders from accidentally using the wrong details.
MAVRO & Balance
/balance shows nothing
The /balance command is only available in MAVRO-mode projects. If you are in such a project and the balance is empty:
- Wait a moment and try
/balanceagain — the data may be loading. - If the balance remains empty, contact your Guider to confirm that your account is correctly set up for MAVRO tracking in this project.
Can’t convert MAVRO
If the CONVERT button does not appear on a position, or the conversion is blocked, check the following:- Position is in reserve — this means the MAVRO is linked to an active Help Request. Wait until the Help Request is completed or cancelled, and the MAVRO will become available again.
- Position is frozen — frozen MAVRO cannot be converted. Contact your Guider for information about when the freeze will be lifted.
Getting Help
If none of the steps above resolve your issue, use the following escalation path:Your Guider handles most questions about Intents, Help Requests, Orders, and account status. Technical support (
/support) is for bot errors and technical failures.