How to troubleshoot when the system cannot connect

If you see “Unable to connect”, experience request timeouts, or the page does not respond for a long time while using the system (logging in, managing orders, using My Wallet, using proxies, etc.), please follow the steps below to troubleshoot.

1. First check your current network environment

1. Check whether your device is already connected to the internet (you can try opening other websites to test).
2. If you are using a corporate / school internal network or a network with strict firewall rules, please confirm:
   • Whether access to our website domain is allowed;
   • Whether any security software or browser extension is blocking requests.
3. If you are using a local proxy or VPN, try the following:
   • Turn off your local proxy and then reopen our website;
   • Or switch to another node, reconnect, and try again.

2. Refresh the page and try another browser

If your network is normal but the system still does not respond, try these steps:

1. Click your browser’s Refresh / Reload button, or use keyboard shortcuts to reload the page.
2. Click the address bar, re-enter the correct website domain, and open it again.
3. Try another browser (for example: Chrome, Edge, Safari, etc.).
4. Clear your browser cache and cookies, then log into your account again.

3. Check your login status

Sometimes failed requests are related to abnormal login status. We recommend:

1. Log out and log in again.
2. Confirm whether your account is being logged in / out frequently on other devices.
3. If you recently changed your password or security settings, please log in again before performing other actions.

4. Wait and try again later

If the above steps still do not resolve the issue, it may be due to:

• Short maintenance on our system;
• Network route fluctuations;
• A temporary issue with back-end services.

In such cases, please wait a while and then try again (for example, by reopening My Wallet, Order Management, or other pages).

5. Contact customer support

If you still cannot connect after multiple attempts, please contact our support team. We will help you investigate the root cause.

To help us diagnose the problem faster, please provide the following information when you contact us:

• Your account (registered email or user ID)
• The specific page and feature where the issue occurs (for example: wallet top-up, viewing order list, etc.)
• Screenshots or error messages (include any error codes if available)
• Approximate time of occurrence (down to the minute is ideal)
• The browser and operating system you are using (for example: Chrome / Windows 11)

We will handle your request as soon as possible and help you restore a stable connection so your business can keep running smoothly.