Error screens and what to report

"Something went wrong" screen

If a page hits an unexpected problem, BYNAI shows a screen titled "Something went wrong" with the text "An unexpected error occurred. Try again or return to the home page." (A very serious problem can show "We encountered an unexpected error. Please try again or return to the home page." instead.) It has two buttons:

• Try Again: tries to load the page again.
• Go Home: takes you to the home page.

What to do:

1. Press Try Again.
2. If it fails again, press Go Home and open the page from the menu.
3. Refresh the browser page.
4. Follow the steps in "Page not loading or stuck loading".
5. If it keeps happening, report it to Support.

Your funds, orders and positions are stored on your account. An error screen does not change them.

Page not found (404)

The page says "We can't find the page you're looking for." with a Go to homepage link. The address is wrong, old, or the page is not available. Use the menu to find the page you want.

Some links no longer lead where they used to. For example, some feature pages send you to the home page, and spot trading links send you to futures.

"Symbol not found" (futures)

When you open a futures link for a pair that does not exist, the page shows "Symbol not found" and "The futures contract you requested could not be found." with the note: "The symbol may be delisted, unavailable in your region, or typed incorrectly. Choose another trading pair." The buttons are Back to BTCUSDT Perp and View all markets.

Red error notices (toasts)

Short red messages appear in a corner when an action fails, for example "Order failed" or "Failed to close position". Common ones are explained in the related articles (orders, deposits, withdrawals). A red notice that includes a request ID also shows a link "Copy error details for support". Pressing it copies the error text, a Request ID and the time to your clipboard, and the link changes to "Copied" for a moment. If copying is not allowed by your browser, nothing happens, so take a screenshot instead.

What to send to Support

Send all of these so Support can find the problem quickly:

1. What you were doing (for example "placing a limit order for BTCUSDT").
2. The exact message or a screenshot of the whole screen.
3. The details copied with "Copy error details for support", if shown (includes the Request ID and time).
4. The page address from your browser.
5. Date, time and time zone when it happened.
6. Your user ID or account email (never your password).
7. Device, operating system and browser version, or whether you were inside Telegram or the installed app.
8. Whether it happens every time, in another browser, or on another network.

Open the Help Center for support options. The footer link Contact Support opens an email to the support address.

Frequently asked questions

Is the error my fault? Usually not. "Something went wrong" means the page hit an unexpected problem.

Did my order go through when I saw an error? Check Orders and Positions before trying again, so you do not place the same order twice.

What is a Request ID? A code that identifies the failed request. It is only useful to Support.

When to contact Support

If the error repeats after you refresh, try another browser, and check your connection. Include everything in "What to send to Support".

Safety reminder

Never include your password, 2FA code, seed phrase, or private key in a screenshot or message. Hide them before you share a screenshot.

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