Start by identifying whether the problem affects the whole platform, only the chart or a specific step. This helps you choose what to do next and explain the issue to support.
Stop repeating actions while the screen is unresponsive
If the problem appeared after you tried to submit a trade or payment, do not repeat the action to “test” it. Once the screen is working again, check Operaciones (Trades) or your payment history to see whether a record was created.
Check your connection and loading
- Check whether other websites load normally on the same device.
- Check that you have a connection. If possible, compare another trusted connection.
- Wait for any loading already in progress to finish before clicking again.
- Note any error message exactly as it appears.
If only the chart seems frozen
- Check that the expected asset is selected and look for an availability notice.
- Check whether the chart has been moved to an earlier period. Use Centrar en el precio actual (Centre on the current price), when available.
- Check the period and zoom level: a different view may make it seem as though the screen has not changed.
- Do not assume there is a fault just because a candle has not finished its interval. If you are still unsure, explain to support what stopped moving and for how long.
If you need to refresh the page
First, note the error and check for any form data you have not submitted. Refreshing may lose your local entries. If you are unsure about a trade already submitted, check its record after the page returns before trying again.
You can also compare access using an up-to-date browser on the same official website. If you use extensions that modify pages, testing another profile or browser may help identify interference. Do not disable account protections or install software sent by third parties to solve the problem.
What to send support
- What you were trying to do and on which screen.
- The date, time and time zone of the incident.
- Your device, operating system and browser.
- The displayed message and whether other websites also failed.
- A screenshot showing the problem without passwords, codes or keys.
Use in-platform support if it is accessible. If you cannot open the platform at all, email support@worbit.io.
How do you know it is resolved? The screen responds again and you can check the relevant records. A chart loading again does not, by itself, confirm a trade's result.