If you receive an error message or suspect a disruption when placing an order, go through the following steps:
1. Check Technical Settings
Are you using the mobile app?
– Make sure the app is updated to the latest version.
– If no update is available, check for any software updates for your mobile device.
– After updating the device software, recheck the app for updates in your app store (App Store / Google Play).
Are you using a desktop browser or the web-based app?
– Try switching your network connection (e.g. Wi-Fi ↔ mobile data).
– Ensure your device and operating system are compatible with the Kvarn X platform.
– Open the service in incognito/private mode or try a different browser (e.g. Chrome, Safari).
– Clear cookies and cache, then accept cookies again when reopening the service:
https://app.kvarnx.com
2. Check Account and Fund Status
Do you have sufficient euro balance to place the order?
Do you have other active orders that might block a new order from going through?
→ Check the Transactions section and use filters if needed.
→ Cancel open orders if necessary.
Using a limit or stop-limit order?
– Make sure you’ve entered:
• The quantity
• The limit price
• For stop-limit orders, also the trigger price
3. If the Issue Persists
Log out and log back in.
Contact customer support while logged in → select Support in the Profile menu.
Describe the situation in as much detail as possible:
– Which asset(s) is the issue related to?
– What error message appears?
– If possible, attach a screenshot or provide the error code.
Our customer support team will review your request and get back to you as soon as possible – no later than within 24 hours on business days.