Skip to main content

Troubleshooting

My website domain isn't working or has no SSL​

  1. On the website project's Domain tab, check the status line.
    • "waiting for the CNAME record" or "waiting for the TXT record": that record isn't visible yet. Compare the Type, Name and Target/Value with your DNS provider exactly. Some providers add your domain to the name automatically, so enter only the part shown.
    • "waiting for Cloudflare to finish activation" or "processing": DNS is correct and the SSL certificate is being issued. This usually takes a few minutes.
  2. DNS changes can take a few minutes, and occasionally longer, to propagate. Click Verify again after waiting.
  3. Root domains (example.com) need CNAME flattening, ALIAS or ANAME support at your DNS provider.
  4. Don't remove the ownership TXT record until Apply has completed.
  5. If Cloudflare automatic setup fails ("Cloudflare is not the authoritative DNS provider for this domain" or "Cloudflare DNS setup was cancelled or could not be completed."), choose No, another DNS provider and add the records manually.
  6. "Domain not found on Cloudflare. Please register the domain again.": click Change and set the domain up again.

For the full setup steps, see Connecting a Domain to Your Website.

My website deploy failed​

The live site keeps running the previous version when a deploy fails. Open Deploy History on the project page and read the message under the failed job.

  • "…rejected the stored access token. Reconnect the repository…": reconnect GitHub or GitLab on the Git tab.
  • "Branch '…' or the repository could not be found…": check the repository URL and branch on the Git tab, then click Re-check.
  • "There is a pending job for this project": wait for the current job to finish.
  • "Organization access restricted": an owner of your GitHub organization needs to approve the HollaEx app for the organization.
  • "Timed out…": click Retry deploy. If it keeps failing, open a Technical ticket with the project name.
  • A build error from your own repository (custom frontend): fix the build in your repository, push, and click Retry deploy.

I pushed code but the site didn't update​

  • Check that Auto-deploy on push is on (Settings tab) and that you pushed to the configured deploy branch.
  • Commits with [skip ci] (or [ci skip], [no ci], [skip actions], [actions skip]) in the message are ignored.
  • A push that arrives while another job is running is skipped. Click Update site to deploy the latest commit.
  • Without auto-deploy, click Update site. The "New code available" banner means newer commits are waiting.

My website can't reach the exchange after changing the backend domain​

Changing the exchange backend domain breaks the API connection of existing website projects. Click Redeploy on every website project after the backend domain change.

My environment variables aren't taking effect​

Saving env vars doesn't change the running exchange, and Restart doesn't apply them. Go to Hosting and click Upgrade. If you're already on the latest version, choose Proceed anyway.

Hosting buttons are disabled​

  • Go Live is disabled until a backend domain is configured.
  • Upgrade and Backup need the exchange to be running.
  • The Domain and Monitoring tabs need the exchange to be running.
  • Only one job can run at a time: "There is a pending job for this exchange".
  • You may not have permission. Hosting actions need the owner, admin or tech role.
  • Terminated exchanges can't be started again.

I can't open Operator Controls (exchange admin)​

  • The exchange must be set up and running. Start it from Hosting if it's stopped.
  • Wait for any restart or upgrade to finish.
  • Sign in with your exchange administrator account (created on your exchange website during setup), not your dashboard login.
  • If you lost the exchange administrator password, use the password reset on your exchange website's login page.

The dashboard is locked​

A Keep running window (free trial ended) or Activate window (no active plan) means billing needs to be settled. The Billing page still works. Members without billing access need the owner, an admin or a billing member to pay.

I can't pay an invoice​

  • Your identity must be verified and the operator agreement signed first. Billing shows a Before you can pay checklist with the next step until both are done.
  • For crypto, send the exact amount on the network shown within 15 minutes of the quote.
  • For wire transfers, submit your bank reference ID after sending.
  • Open a Billing ticket if a payment isn't reflected.

A user deposited funds but they don't show in their wallet​

Check the deposit in Operator Controls → Activity → Deposits. Confirm the network and address were correct and the transaction has enough blockchain confirmations. If it still doesn't appear, open a Technical ticket with the transaction ID, coin and network.

I'm not receiving dashboard emails​

Check your spam folder. Account, billing and security emails are always sent. Only release-note and announcement emails can be turned off (Profile → Email preferences). The sign-in code expires after 5 minutes, so sign in again for a new one.

I'm locked out​

  • Too many failed sign-ins: wait a few minutes or reset your password.
  • IP allowlist blocking you: sign in from an allowed address, or contact support to reset the allowlist.
  • Lost 2FA device, or forgot your idle pass code: contact support@hollaex.com from your registered email.