> For the complete documentation index, see [llms.txt](https://market-launchpad-com.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://market-launchpad-com.gitbook.io/docs/reference/troubleshooting.md).

# Troubleshooting

Identify the step that failed before starting again. A pending review, an unavailable feature and a failed transaction require different next steps.

## Citizen name or entry

| Problem                 | What to check                                                                                |
| ----------------------- | -------------------------------------------------------------------------------------------- |
| Name rejected           | Use 3–20 letters, numbers or underscores, starting with a letter; the name must be available |
| Existing name shown     | Resume or restore the existing account before creating another reservation                   |
| Reply link rejected     | Paste the link to your own posted reply, not the teaser, your profile or a draft reply       |
| X handles do not match  | Use the same account for the entry actions and posted reply                                  |
| Friend mention rejected | Mention a different account and ensure the handle appears in the posted reply                |
| Entry still incomplete  | Return to the saved step and complete each required item                                     |
| Pass is in review       | The entry was submitted; Genesis confirmation still needs its separate review                |

The reply helper does not publish for you. Opening the teaser or ticking a box alone is not verification of the social action.

## Account access

Try the sign-in identity linked to the original account, or use the latest valid private recovery file on the [restore page](https://marketdotlaunchpad.com/citizenpass?restore=1).

If a key was regenerated, an earlier key will no longer work. A shared card image is not the private recovery file. Do not enter a wallet seed phrase in the Market restore form.

## Portrait or profile

Use a supported JPG, PNG or WebP image below 8 MB, at least 64 pixels in each dimension and within the upload's size limits. Complete the crop and save step, then inspect the current portrait.

If the profile is unavailable, confirm that the Citizen entry is complete and you are in the right account. If a public badge is missing, check both the current earned status and achievement visibility.

## Balance unavailable

Connect the intended Phantom wallet and check the current source status. **Unavailable is not zero.** A missing source or failed refresh cannot establish that the wallet is empty.

SOL and $MARKET balances are distinct. Confirm the exact official mint before interpreting a token with a familiar ticker.

## Radar or saved places

Try a broader edition or remove a filter that excludes the available stories. Coverage differs by country and source; an empty view does not prove that a country has no relevant places.

If Radar saves are missing after changing devices, remember that they belong to the original browser. Account-saved places are a separate feature. An unavailable original article should be treated as unavailable, not replaced with an invented account of the story.

## Mission or badge missing

Read the mission's required result and review status. A draft or pending submission gives no provisional XP. Confirm that the underlying action is open, the business or mint is distinct, and the result falls within any rolling limits.

Back verification supports qualifying exact-input DBC purchases; unsupported routes, your own tokens and duplicate mints do not give another backing result. Stay needs complete history, not just a current balance. A creator bond needs your original eligible token and successful finalized migration. See [achievement conditions](https://market-launchpad-com.gitbook.io/docs/citizens/achievement-catalog).

## Launch or claim disabled

Public launches, trading and automated business payouts through Market remain closed. A business representative can still send a request for review without a wallet or Pass. Reconnecting a wallet or editing a draft cannot open them. Check [availability](https://market-launchpad-com.gitbook.io/docs/start/available-today) for the current stage.

For a future live transaction that appears pending, inspect its existing signature before retrying. A failed or pending submission is not a finalized result.

## Account sign-out or provider problems

Use **Sign out** in the account menu to end the Market session. To return, use a linked Google or Phantom identity or your valid recovery file. A cancelled Google flow or failed Phantom signature does not approve a transaction or merge accounts. Verify that you selected the intended identity before retrying.

## Asking for help

The bottom-right rooftop cat opens a quick guide on click or tap. It is not a live chat. For a team response, use the official email or X link. Describe the screen, action, approximate time and visible error. Include a public page or transaction signature if relevant. Keep recovery keys, wallet seeds, private keys and authentication details out of the request.

[Official contact routes](https://market-launchpad-com.gitbook.io/docs/reference/official-links)