Troubleshooting

Common issues and resolutions for Earn Direct. If you cannot resolve an issue using this guide, contact [e-mail].

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Invites

The invitee did not receive the invitation email

Check the invitee's spam or junk folder first. If the email is not there, an Admin can resend the invite from the Users Management tab by locating the pending invite and selecting Resend. Invites expire after 7 days — if the original invite has expired, revoke it and send a new one. Ensure the email address entered at invite time was correct.

The invite link shows "Invitation unavailable"

This means the invite has either expired (invites are valid for 7 days) or has already been revoked by an Admin. Ask an Admin to resend or reissue the invitation. If the invitee clicks an old link saved in their email client, the same error will appear even after a new invite has been sent — they should use the most recent invitation email.

The invitee sees an error on redemption: "already belongs to another organization"

Each user account can belong to only one organization. If the invitee already has an account associated with a different organization, they cannot join a second one using the same account. The invitee should contact [e-mail] to clarify whether a separate account can be created, or whether their existing organization membership should be changed.

The invitee successfully signed up but cannot see the Users Management tab

The Users Management tab is visible only to Admins. If the invitee was assigned a non-Admin role (Withdrawals Manager, Whitelisting Manager, or Viewer), the tab will not appear in their navigation. An Admin can update the member's role from the Users Management tab if broader access is required.

An Admin cannot invite a user who is already in the organization

A user who is already an active or suspended member of the organization cannot be re-invited — they are already in the member list. To restore access for a suspended member, locate them in the Users Management tab and select Reactivate. If the user was removed and needs to rejoin, contact [e-mail].

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KYB Verification

The "Verify" button is not visible

The Verify button is shown only to Admins when the organization is in pending verification status. If you do not see it, check that:

1. You are logged in as an Admin (non-Admin roles cannot initiate KYB).

2. The organization has not already completed or is currently undergoing verification — check the organization status indicator.

If the status shows active, KYB has already been approved and no further action is needed.

The Sumsub KYB flow does not open or shows an error

Sumsub's verification widget requires a stable internet connection and a supported browser (latest versions of Chrome, Firefox, Safari, or Edge). Try the following:

1. Disable browser extensions, particularly ad-blockers or privacy shields that may block third-party scripts.

2. Try a different browser or an incognito/private window.

3. Ensure your network does not block third-party cookies or the sumsub.com domain.

If the issue persists, contact [e-mail] with your browser version and a description of the error shown.

KYB verification has been submitted but the organization status has not updated

After submission, KYB review typically completes within 1–2 business days. The organization status will update to active automatically once approved. If more than 2 business days have passed without an update, contact [e-mail] and include your organization name and the date of submission.

KYB was approved but some users are still showing as unverified

KYB verification is at the organization level, not the individual level. Once the organization reaches active status, all current members are cleared to transact — individual member verification is not required. If a user is still restricted, check whether they have accepted their invite and are an active member (not pending). Members who accept an invite after KYB approval are also immediately cleared.

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Withdrawal Approvals

A withdrawal has been in "pending approval" status for an extended period

Withdrawals require approval from a user with the Withdrawals Manager or Admin role. If no eligible approver has acted, contact your organization's Admin to review and approve or reject the pending withdrawal. If the intended approver is unavailable or the organization has no active approver, contact [e-mail].

A withdrawal was rejected. How do I resubmit?

A rejected withdrawal cannot be modified — it must be resubmitted as a new request. Navigate to the Portfolio tab, select the relevant asset, and initiate a new withdrawal. If you are unsure why the original withdrawal was rejected, check the Activity tab for a rejection note, or contact your organization's Admin.

The Withdraw button is not visible in the portfolio

The Withdraw button is only available when:

1. Your role is Withdrawals Manager or Admin.

2. The organization status is active (KYB approved).

3. There is a positive balance available for the selected asset.

4. At least one verified (whitelisted) withdrawal wallet exists.

If all conditions are met and the button is still not visible, try refreshing the page. If the issue persists, contact [e-mail].

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Wallet Whitelisting

A wallet shows "Verify Wallet" but the verification link does not open

The verification link launches an external compliance check. Ensure your browser allows pop-ups from the Earn Direct domain, or copy the link and open it in a new tab. If the link fails to load, try a different browser or disable browser extensions that may block outbound links. If the problem continues, contact [e-mail] with the wallet address and a description of the error.

The wallet status has not updated after completing verification

After completing the verification flow, the wallet undergoes compliance screening (travel rule and wallet risk screening). This process can take up to 1 business day. The wallet will move from pending to an approved or rejected state once screening completes. If status has not changed after 1 business day, contact [e-mail] with the wallet address in question.

A deposit wallet is not appearing in the Wallets tab

Deposit wallets are provisioned when the first deposit is made into a product. If no member of your organization has yet deposited into that product, no deposit wallet will be shown. Once an initial deposit is submitted, the wallet address will appear in the Wallets tab. If you have already deposited and the address is still missing, refresh the page; if it does not appear, contact [e-mail].

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Roles & Permissions

A user's role was changed but their permissions have not updated

Permission changes take effect on the member's next authenticated request after the change is applied. In practice this means the updated permissions may take up to 5 minutes to reflect on an active session. Ask the affected user to log out and log back in to force an immediate refresh of their session state.

An Admin cannot change another Admin's role

Admins can change the role of any other Admin — including downgrading them to a more restrictive role. However, an Admin cannot change their own role. If the role change is not going through, verify you are attempting to change a different user's role, not your own. If the target user is the organization's only Admin, contact [e-mail] for assistance.

A user was suspended but can still access the platform

Suspension takes effect on the member's next request following the suspension action and may take up to 5 minutes to propagate to an active session. If the suspended user still has access after this window, contact [e-mail] immediately with the user's email address and the time of suspension.

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Activity Tab

An expected event is not appearing in the Activity tab

The Activity tab records management actions: invites, role changes, suspensions, KYB submissions and outcomes, and wallet verifications. Financial transactions (deposits, withdrawals, interest) appear in the Portfolio and Reports sections rather than the Activity tab. If an expected management event is missing, allow a few minutes for the event to be indexed, then refresh. If it is still absent, contact [e-mail].

The Activity tab is visible to all users — is that expected?

Yes. The Activity tab is visible to all organization members regardless of role. Every member can see the organization's audit trail — invites, role changes, KYB events, and wallet verifications. This is by design to support transparency within the team. Only management actions are recorded; individual financial activity is not exposed here.

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Contacting Support

If this guide does not resolve your issue, contact Tesseract support at [e-mail].

To help us resolve your issue as quickly as possible, include the following in your message:

• Organization name as it appears in Earn Direct

• Your email address (the one associated with your Earn Direct account)

• Description of the issue — what you were trying to do and what happened instead

• Steps already taken — what you have already tried based on this guide

• Screenshots or error messages — attach any relevant screenshots or copy the full text of any error messages displayed

• Date and time the issue occurred (including timezone)

For withdrawal or wallet issues, also include:

• The asset (e.g. USDC, WBTC)

• The amount involved

• The wallet address (for whitelisting issues)

Tesseract Investment Oy is a MiCA-regulated crypto-asset service provider (CASP) authorised by the Finnish Financial Supervisory Authority (FIN-FSA). Earn Direct is available only in jurisdictions where Tesseract is permitted to operate. Access may be restricted in certain countries or regions in accordance with applicable law.