Resolving Problems When Swapping Currencies in Your FUNDING Wallet

Asset conversion issues can arise due to interface errors, insufficient balances, rate display problems, or transaction failures. This guide provides clear steps to troubleshoot and resolve common conversion problems.

1. Cannot Access Convert Function

Symptom

The CONVERT button is missing, grayed out, or unclickable on the dashboard or Assets page.

Possible Causes

• Account verification is incomplete.

• Region restrictions prevent access.

• Insufficient account permissions.

• Interface loading or browser issues.

Solutions

1. Complete Account Verification

Conversion functionality may require KYC (Know Your Customer) completion:

1. Navigate to Profile → Verification Status.

2. Check if verification is pending or incomplete.

3. Complete all KYC steps (e.g., personal information, ID upload, address verification).

4. Wait for approval (typically 24-48 hours).

5. Retry accessing the conversion feature after approval.

2. Check Account Status

Ensure your account has no restrictions:

1. Review any notification messages or emails from BitLease.

2. Check for account suspension or limitation notices.

3. Confirm your account is in good standing.

4. Contact support if the reason for restriction is unclear.

3. Verify Region Support

Conversion features may vary by jurisdiction:

1. Confirm your region supports the conversion functionality.

2. Contact support to verify feature availability in your location.

3. Provide your country of residence for confirmation.

4. Refresh the Interface

A simple reload may restore button visibility:

1. Press F5 or Cmd+R to refresh the page.

2. Force refresh: Ctrl+Shift+R or Cmd+Shift+R.

3. Navigate away and return to the Assets page.

4. Try accessing the CONVERT button from a different section (e.g., HOME vs ASSETS).

5. Clear Browser Cache

Cached data may hide updated interface elements:

1. Clear your browser’s cache and cookies.

2. Close the browser completely.

3. Reopen and log back into your account.

4. Check if the CONVERT button is now visible.

6. Try a Different Browser

Test if the issue is browser-specific:

1. Use Chrome (recommended).

2. Try other browsers like Firefox, Edge, or Safari.

3. Compare button visibility across browsers.

4. If the button appears in one browser, the issue is browser-specific.

2. Currency Selection Problems

Symptom

The desired currency doesn’t appear in the From or To dropdown, or it appears grayed out.

Possible Causes

• Zero balance in the source currency.

• Currency not supported for conversion.

• Destination currency is the same as the source currency.

• Account restrictions on specific currencies.

Solutions

1. Check FUNDING Wallet Balance

Ensure the source currency has an available balance:

1. Navigate to the Assets page.

2. View your FUNDING Wallet balance.

3. Confirm you have funds in the currency you want to convert from.

4. Add funds if the balance is zero.

2. Verify Supported Conversions

Not all currencies support conversion:

1. Only currencies in the FUNDING Wallet are available for conversion.

2. Locked assets in the LTO Wallet cannot be converted.

3. Supported currencies include: USDT, USDC, BTC, ETH, BNB, SOL, XRP.

4. If the currency is not in this list, it is not supported for conversion.

3. Change Source Currency First

If the destination currency is grayed out:

1. Ensure the From and To currencies are different.

2. Select a different source currency.

3. Or select a different destination currency.

4. Check for Locked Assets

Verify that assets are not locked:

1. Only Free assets in the FUNDING Wallet can be converted.

2. Locked assets in the LTO Wallet cannot be converted.

3. Check the asset status in the wallet overview.

3. Amount Input Issues

Symptom

The amount input field is unresponsive, won’t accept typed numbers, or displays an error when entering an amount.

Possible Causes

• Input field is not properly focused.

• Invalid characters are being entered.

• Browser autofill is interfering.

Solutions

1. Click the Input Field Directly

Ensure the field is active:

1. Click inside the amount input box.

2. Look for a blinking cursor in the field.

3. If no cursor appears, click again.

2. Clear the Field First

Remove any existing content:

1. Select all content in the field (Ctrl+A or Cmd+A).

2. Press Delete or Backspace.

3. Verify the field is completely empty.

4. Type the new amount.

3. Use Only Numbers and Decimals

Valid input characters include:

• Numbers: 0-9.

• Decimal point: . (period).

• Example: 1000.50 ✓

• Invalid Example: 1,000.50 ✗

4. Disable Browser Autofill

Autofill may interfere with manual input:

1. Clear autofill suggestions.

2. Temporarily disable autofill in your browser settings.

3. Manually type the amount without selecting suggestions.

5. Use the Slider Alternative

If typing fails:

1. Drag the amount slider to select the desired amount.

2. Or click the Max button to use your full balance.

4. "Insufficient Balance" Error

Symptom

An error message displays: “Insufficient balance” or “Amount exceeds available balance” when entering an amount.

Possible Causes

• Entered amount is higher than the available balance.

• Attempting to convert locked assets.

• Balance display has not updated.

• Forgotten fee impact.

Solutions

1. Check Available Balance

Verify the exact available amount:

1. Look at the “Available: [amount] [currency]” display below the input field.

2. Ensure the entered amount does not exceed this number.

2. Use the Max Button

Automatically fill the maximum amount:

1. Click the Max button next to the amount slider.

2. This inputs the exact available balance, eliminating manual entry errors.

3. Check the Correct Wallet

Conversion uses the FUNDING Wallet only:

1. Verify the balance in your FUNDING Wallet, not the LTO Wallet.

2. Navigate to the Assets page to confirm which wallet holds your funds.

4. Account for Minimum Balance Requirements

Some currencies require a minimum wallet balance:

1. Check platform documentation for minimum balance requirements.

2. Reduce the conversion amount slightly to account for this reserve.

5. Transaction Execution Failures

Symptom

After clicking Confirm, the conversion fails with an error message.

Possible Causes

• Insufficient balance at execution time.

• Significant rate changes (slippage protection).

• Network connectivity issues.

• Temporary platform errors.

Solutions

1. Verify Balance Still Sufficient

Ensure your balance hasn’t changed:

1. Check if another transaction processed simultaneously.

2. Confirm the current FUNDING Wallet balance.

3. Retry the conversion with an updated amount.

2. Reduce Conversion Amount Slightly

Leave a small buffer:

1. Reduce the amount by 1-2% to account for rounding or calculation errors.

2. Example: If your balance is 1000, try converting 980-990 instead.

3. Wait and Retry

Temporary platform issues may resolve on their own:

1. Wait 1-2 minutes.

2. Retry the same conversion.

4. Contact Support

If failures persist:

1. Note the exact error message.

2. Screenshot the error if possible.

3. Contact BitLease Support with the following details:

   • Account email.

   • Currencies attempted (From → To).

   • Amount attempted.

   • Error messages received.

   • Timestamp of the attempt.

Need Help?

Contact BitLease Support:

• Email: support@bitlease.com.

• In-Platform: Go to Settings > Support.

• Response Time: Within 24 hours.

For faster resolution, provide:

• Your registered email address.

• A description of the problem.

• Any error messages or screenshots.

• Steps you’ve already tried.

Support is here to help resolve your issue quickly and efficiently.