Troubleshooting
If something looks off, start here. If your problem isn’t covered, contact support with the timestamp and any relevant transaction IDs.
My deposit isn’t credited
Section titled “My deposit isn’t credited”- Find the transaction on a Bitcoin explorer (e.g. mempool.space) using the txid from your sending wallet.
- Check confirmations — OPALE credits after 1 confirmation, typically 10–30 minutes after broadcast.
- If it’s confirmed but still not credited after 30 minutes, contact support with the txid and your OPALE wallet address.
If you sent something other than BTC or a Universal Protocol token (e.g. Ordinals BRC-20, Runes, ETH on Ethereum), it can’t be credited — and in some cases can’t be recovered. See deposits → important.
My trade failed
Section titled “My trade failed”| Error | What it means | Fix |
|---|---|---|
Insufficient balance | Your BTC is below trade cost + network fee | Lower the amount or deposit more |
No listings within cap | Your max unit price is below every available listing | Raise the cap, or pick a different token |
Listing total below minimum | (Sell) the listing falls under the dust/minimum threshold | Raise the amount or unit price; minimum total is 883 sats |
Insufficient token balance | (Sell/send) you don’t hold enough of that token | Lower the amount or wait for in-flight buys to credit |
Insufficient BTC for fees | (Send tokens) tokens are there but BTC for postage + network fee isn’t | Top up BTC via deposit |
Address invalid | Destination didn’t parse | Check for stray spaces; only Bitcoin L1 addresses are accepted |
If your trade attempted to broadcast but lost a race, OPALE will say so explicitly and retry up to 3 times on the next cheapest within budget before closing the order. That’s expected behavior, not a bug. See price caps & races.
My withdrawal is stuck
Section titled “My withdrawal is stuck”📨 Send BTC broadcasts the transaction immediately. After that, it depends on Bitcoin:
- < 30 minutes — normal. The tx is waiting for inclusion in a block.
- 30 minutes – several hours — the network fee may have been on the low end given current congestion. Network conditions change; the tx will eventually confirm or drop.
- > 24 hours — likely the network fee is below the current floor. OPALE doesn’t currently expose a fee-bump button, so the only fix is to wait. Contact support if it’s holding up funds you need.
Bot doesn’t respond
Section titled “Bot doesn’t respond”- Check the status page for current operational status.
- Restart Telegram and try again.
- If the bot is reachable but commands silently fail, share the timestamp with support.
Limit order didn’t fire even though the price crossed
Section titled “Limit order didn’t fire even though the price crossed”Limit orders are checked periodically, not the instant a price moves. Very fast price moves (touch-and-go in seconds) can be missed and the limit re-tested on the next check. If you’re seeing this consistently:
- Check that your target price is realistic given visible orderbook depth — a single tiny listing crossing your target may have been raced before the next check.
- Limit buys retry up to 3 times on race-loss before closing — verify in 📋 Orders whether the limit closed.
I see the wrong balance
Section titled “I see the wrong balance”Open 💰 Wallet and tap 🔄 Refresh to force a fresh read. If the discrepancy persists, post the screenshot and timestamp to support.
Telegram says the bot is “blocked”
Section titled “Telegram says the bot is “blocked””This is a Telegram-side block (usually triggered by spam reports against the bot, not by you). Use the Restart button Telegram offers, or send /start again. If it persists, contact support.
My recovery phrase doesn’t import elsewhere
Section titled “My recovery phrase doesn’t import elsewhere”The phrase shown by 💰 Wallet → 🔑 Export Private Key is a standard Bitcoin recovery phrase. To import:
- Use a wallet that supports standard Bitcoin recovery phrases (Sparrow, Electrum, Blue Wallet, hardware wallets).
- The Bitcoin address you see in the imported wallet should match your OPALE deposit address — that’s how you confirm the import worked.
If the address doesn’t match, the wallet might be using a different derivation path. Look in the wallet’s settings for “advanced” or “expert” mode where you can set it explicitly.
Something else
Section titled “Something else”Contact support with:
- Your OPALE wallet handle (visible in 💰 Wallet)
- Timestamps (UTC) of the events
- Transaction IDs if a deposit or withdrawal is involved
- Screenshots of the failing flow