Problem matrix
First checks by symptom
| Symptom | Check first | Do not |
|---|---|---|
| APK will not install | Storage, compatibility, complete file and permission | Disable all device protection |
| App keeps crashing | System version, storage, update and restart | Install a random file received in chat |
| Login fails | ID, password, connection and app version | Try dozens of times or share an OTP |
| Deposit is pending | Bank approval, MYT time, amount and reference | Pay a second time |
| Withdrawal is delayed | Identity status, limits, turnover and review status | Pay a personal release fee |
Before contacting support
Prepare the details needed for a review
- User ID or registered phone number—without the password.
- Device type, operating-system version and app version if known.
- The full error message and time of the incident.
- For a transaction: amount, MYT time, method and reference number.
- A screenshot with card numbers, other balances and private data covered.
Escalation
When to stop trying fixes yourself
Stop if the device shows a threat warning, a payment is duplicated, the account shows unfamiliar activity or someone requests remote access. Complete the security steps first, then prepare a report using the support checklist.
