Troubleshooting
Quick solutions to the most common issues with deposits, withdrawals, card usage, KYC, Points, and app performance.
- KYC not approved — how to fix itIf your verification was not approved, it’s usually due to missing information or an unreadable document.
- Withdrawal stuck on “Pending”Withdrawals happen in two steps on the Withdraw screen: bridge to Ethereum (~2 min), then withdraw to USDC (up to 24 hours). Here's what to check if yours looks stuck.
- Card payment declinedMost declines come from an insufficient card balance. Your card only spends its Spendable amount, not the total balance shown in the app.
- App shows wrong balanceIf your balance looks off: refresh, check pending activity, and remember the total balance includes Wallet and Savings, while the card spends only its Spendable amount.
- Can’t activate my cardTo activate your Solid Card, complete identity verification. Here's what to check if activation is stuck.
- How to report a bugIf you notice something unexpected, we want to hear from you.
- Wrong withdrawal of soUSD to an external wallet — how to get it backIf you accidentally sent your soUSD out of your Solid Wallet to your own external wallet (EOA), you can still complete the withdrawal to USDC.
- Deposit not showing — what to checkDeposits land in your Wallet first, not Savings. Here's what to check if your deposit isn't showing after sending crypto.
- Passkey lost or new device — account access & recoveryLost your passkey or switched to a new device? Here's what to do depending on your situation.
- Why do I receive fewer soUSD than the USDC/USDT I deposit?When you deposit USDC or USDT into Solid, your funds are converted into soUSD. soUSD is a yield-bearing stablecoin.That means the yield is already included in its value. Because of this, 1 soUSD is worth more than 1 USDC.
Still need help?
Chat with Solid support in the app. We reply in your language.