# Troubleshooting/Help

**Unable to sign up**

If you are having difficulties signing up, please try the following steps:

1. Use Chrome browser incognito mode
2. Use an alternative device 
3. Ensure you have good internet connection - Wi-Fi is better than mobile data

If you continue to have challenges, please contact support on [<mark style="color:purple;">Discord</mark>](https://discord.com/invite/utEYFxKFgB).&#x20;

**Unable to log in**

Please reset your passkey using the 'Lost your Passkey' button and follow the instructions.&#x20;

**Issue resetting passkey**&#x20;

Please try the following:

1. Use Chrome browser incognito mode
2. Use an alternative device&#x20;
3. Ensure you have good internet connection - Wi-Fi is better than mobile data

If you continue to have challenges, please contact support on [<mark style="color:purple;">Discord</mark>](https://discord.com/invite/utEYFxKFgB).&#x20;

**The page is stuck on 'pending verification'/unable to see the final dashboard**&#x20;

The KYC validation process can take up to 24 hours - please check back after 24 hours for an update on your KYC process.&#x20;

If it has been more than 24 hours, please contact support on [<mark style="color:purple;">Discord</mark>](https://discord.com/invite/utEYFxKFgB).&#x20;

**KYC has failed - what are the next steps?**

All KYCs are subject to a second review. In the unlikely event that an error has been made, you will receive an email from Kinto letting you know that you are able to resubmit for another KYC check. You will receive this email within 7 days of signing up and your KYC failing.&#x20;

**What is a passkey/how is one obtained?**&#x20;

A passkey is generated by your device. If you are having challenges generating a passkey, we recommend trying an alternative device as a next step. If you are on a Windows device and only have the USB passkey option, you can learn more about setting up alternative passkey options [<mark style="color:purple;">here</mark>](/kinto-the-modular-exchange/user-guides/windows-passkey-walkthrough.md).&#x20;

**General troubleshooting advice:**&#x20;

1. Check that your device is running on at least these options or higher: IOS 16, Windows 11 or Android 14
2. Check your browser – Kinto works best on Chrome or Safari
3. Check your connection has good speed&#x20;
4. Clear your cache – log out, clear your cache and then log back in
5. Try an alternative device


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