Troubleshooting¶

Signing in¶

No email arrives. Your address has to belong to an active member of an organization. Check spam, then ask an admin whether you were actually invited, and at which address. If the invitation bounced, they can resend it, which issues a fresh link.

"Invalid or expired link". Magic links are single-use and time-limited. Request a new one. If you clicked an older link from a previous email, only the most recent one works.

Signed in, but everything is read-only. Your role is viewer. Ask an admin to change it: see Your team.

Signed out unexpectedly. The session expired, or you signed out in another tab. Sign in again.

Degraded. The backend is reachable but cannot start new payments right now. Payments already running are unaffected and will continue. Wait; the banner clears on its own.

Unreachable. The dashboard cannot reach the backend at all. Check your own network first. If it persists, contact support, and note that payments already running are still running, whatever the dashboard can see.

Sending a payment¶

"Enter a positive amount." The amount is zero, negative, or not a valid number. Use a plain decimal like 1000.00.

Over-precise amount rejected. More decimal places than the currency has. Amounts are rejected rather than rounded: rounding would send an amount nobody asked for.

"Choose the wallet to fund this payment from." No funding wallet is selected. If you have none registered, see Wallets and funding.

"…needs a complete beneficiary … missing: …" That corridor requires those specific fields. The message names them. Different destinations need different routing detail.

"You're sending more than this wallet holds." Reduce the amount or fund the wallet. This check only appears where balances are available; elsewhere the payment fails cleanly at the funding step instead.

"This quote has expired." Quotes lock for about a minute. Refresh for a current price. This is deliberate: better to show a new number than to charge at a price nobody saw.

"Could not get a quote." The corridor could not be priced at that moment. Try again shortly. If it persists, check whether the corridor is available on your environment.

Sending is blocked entirely. Either your role is viewer, or your organization is not yet verified. Money movement is gated on verification; contact your JET account team.

Payments¶

Stuck on "Paid out". Not stuck. The recipient has the money; reconciliation is still running. Reconciled is the finished state. See Track transactions.

A payment says "In doubt". JET cannot yet tell whether funds moved, so it has parked the payment rather than guessing. It is re-queried automatically and will reach a terminal state on its own.

Danger

Do not send a replacement. That is how an ambiguous payment becomes a confirmed double payment. Escalate to operations and wait.

A payment refunded. The payment could not be paid out and our operations team cancelled it. The full amount is back in your balance. The timeline shows where it stopped.

A payment is waiting for attention. Your funds moved but the payout could not be made yet. It retries on its own, then waits for our operations team, who either complete it or cancel it and return the full amount. Do not send it again.

I'm not sure whether a payment went through. Check the Transactions list. Do not send again: search by your recipient reference or the transaction ID.

Balances and accounts¶

A balance is missing. Either no provider is connected on your environment, or that account type does not report balances. The dashboard says which. It never shows a blank in place of an answer.

A balance looks out of date. Provider balances are labelled with when they were reported. They are reports reconciled against JET's ledger, not live figures.

A page shows "not available". See What's available.

Webhooks¶

Deliveries stopped after re-registering. Re-registering mints a fresh signing secret and kills the old one. Update the secret in your receiver.

Signature verification fails. Usually one of: verifying the parsed body instead of the raw bytes; a stale secret; or a clock skew large enough to fail the freshness check. See Verifying signatures.

I lost the signing secret. It cannot be recovered. Register the URL again for a new one.

Team¶

An invitation never arrived. Resend it. That issues a fresh token and kills the old one: the only way back from a bounced invitation.

I can't grant the admin role. Only the owner can create another admin.

I removed someone. Is that enough? Their session and personal key are dead. If they also had the organization API key, rotate it too. That is a separate step.

Still stuck?¶

Contact your JET account contact with:

the transaction ID or recipient reference, if it's about a payment
the time it happened, with your timezone
what you saw, and what you expected

Those three make almost any issue traceable on the first reply.