Troubleshooting & Error Handling - FAQ

 I forgot my password. What should I do?

Click [Forgot Password] on the login page, and follow the instructions to reset your password. Shortly after, you will receive a password reset link to your registered email address.  

An order was rejected. Why did this occur?

Although rare, a failed order can occur for several reasons. Some of the more common problems that may have caused a rejection are the following:

1. Subscription Payment Failed: There may have been a problem with your payment method, which would have led to a halt in your Glitch Financial subscription. You can quickly check or update your payment method in the [Settings] → [Billing] section. 
2. API Issues: If an exchange has downtime, your API connection may automatically disconnect. If this occurs, you can easily view, update, or reconfigure your API by going to [Strategies] → [Edit Account] → [API Integration] section. 
3. Exchange Issues: Even the best sites have downtime. If one of your connected exchanges/brokerages is down, Glitch Financial will automatically disconnect from the exchange, halting any trading activity that would have taken place on the connected platform. If this occurs, you must wait until the connected platform is up and running to reconfigure your account. 

• If you see a failed order and cannot identify the root issue, please contact support@glitch.financial, and one of our agents will help you resolve the problem as soon as possible. 

  Can I recover my account if I lose access to my two-factor authentication method?

If you lose access to your 2FA (two-factor authentication), you will unlikely be able to log into your account without going through a recovery process. If this happens, please reach out to our customer success team for the service you are trying to access.

  How do I know if there’s suspicious activity on my account?

Glitch Financial will offer an extensive dashboard where you can thoroughly follow your account activity, including a view of your connected accounts, transaction history, and performance analytics. If you suspect any suspicious activity, please contact our customer success team, and our team can review your account activity. 

  What should I do if I receive a suspicious email claiming to be from your team?

Our team will never contact you asking for personal account information. Do not click on any links or provide any information. If you receive a suspicious email, forward the email to support@glitch.financial so we can investigate. Afterward, delete the email from your inbox.