Troubleshooting & FAQs

Audience: All users | Category: Help

Signing in

My authenticator code is rejected. Codes change every 30 seconds and depend on your phone's clock. Wait for a fresh code and check the phone's time is set automatically. If it still fails, sign in with a recovery code and re-enroll, or ask your Admin to reset your authenticator.

Permissions and settings

I can't see Request Deposit. Your role is Viewer. Ask your Admin to change it to Operator or Admin.

Settings fields are greyed out. Only Admins can change Settings and the company Account; everyone else can view them.

A check type is missing from the Check type list. An Admin has disabled that instrument under Settings → Instruments.

Deposit requests

A customer isn't in the existing customer list. Only payors who have passed KYC and screening, and have no other open request, are listed. Enter them as a new customer; the KYC link is reissued. If they have an open request, cancel it or wait for it to finish.

The KYC email never arrived. Check the payor's spam folder. You can always copy the link from the confirmation screen and send it yourself. It expires after the period shown in the email, after which a new request is needed.

The Cancel button is missing on a row. Cancelling is only possible while the status is Deposit Request or Deposit Request Approved. After that, contact Flint.

The invoice won't attach. Files must be PDF, PNG or JPEG and 10 MB or smaller.

Dashboard and accounts

Remaining limit is negative or the dashboard shows a limits warning. No daily or monthly limit has been set for your company yet. Contact Flint.

Today's total doesn't match what I entered. Totals are counted in the time zone under Account → Time zone. Check it is set to your location.

My deposit account number says PENDING. Flint assigns the number after reviewing the new account; it appears automatically once assigned.

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