> For the complete documentation index, see [llms.txt](https://help.basiq-solutions.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.basiq-solutions.com/help-center/readme.md).

# Help Center

Answers to the questions clients ask most, fixes for common problems, and how to reach support.

Most questions are answered in the [Client Guide](https://help.basiq-solutions.com/guide/) — if you are mid-setup, start there. This section collects the questions and problems that come up most often.

## Frequently asked questions

<table data-view="cards"><thead><tr><th></th><th></th><th></th><th data-hidden data-card-target data-type="content-ref"></th></tr></thead><tbody><tr><td><h4><i class="fa-cart-shopping" style="color:$primary;">:cart-shopping:</i></h4></td><td><strong>Ordering &#x26; payment</strong></td><td>Choosing a setup, banks, payment methods, refunds, discounts.</td><td><a href="/help-center/faq/ordering-and-payment.md">Ordering &amp; payment</a></td></tr><tr><td><h4><i class="fa-hourglass-half" style="color:$primary;">:hourglass-half:</i></h4></td><td><strong>During setup</strong></td><td>What you do while we build, pauses, verifications, approvals.</td><td><a href="/help-center/faq/during-setup.md">During setup</a></td></tr><tr><td><h4><i class="fa-key" style="color:$primary;">:key:</i></h4></td><td><strong>After delivery &#x26; credentials</strong></td><td>The delivery message, the 48-hour window, taking over accounts, payouts.</td><td><a href="/help-center/faq/after-delivery.md">After delivery &amp; credentials</a></td></tr><tr><td><h4><i class="fa-fire" style="color:$primary;">:fire:</i></h4></td><td><strong>Warm-up &#x26; scaling</strong></td><td>How long, how fast, which cards and countries, balance reserves.</td><td><a href="/help-center/faq/warm-up-and-scaling.md">Warm-up &amp; scaling</a></td></tr></tbody></table>

## Something is not working

<table data-view="cards"><thead><tr><th></th><th></th><th></th><th data-hidden data-card-target data-type="content-ref"></th></tr></thead><tbody><tr><td><h4><i class="fa-globe" style="color:$primary;">:globe:</i></h4></td><td><strong>Proxy &#x26; access problems</strong></td><td>Pages not loading, expired sessions, red fields on the IP check, slow profiles.</td><td><a href="/help-center/troubleshooting/proxy-and-access.md">Proxy &amp; access problems</a></td></tr><tr><td><h4><i class="fa-triangle-exclamation" style="color:$primary;">:triangle-exclamation:</i></h4></td><td><strong>Reviews, holds &#x26; restrictions</strong></td><td>A platform asks for documents, holds funds, limits or bans the account.</td><td><a href="/help-center/troubleshooting/reviews-holds-restrictions.md">Reviews, holds &amp; restrictions</a></td></tr><tr><td><h4><i class="fa-lock" style="color:$primary;">:lock:</i></h4></td><td><strong>Lost access &#x26; OTP</strong></td><td>SMS codes not arriving, lost 2FA device, nominee needed for verification.</td><td><a href="/help-center/troubleshooting/lost-access-and-otp.md">Lost access &amp; OTP</a></td></tr></tbody></table>

## Still stuck?

{% hint style="info" %}
Support is on Telegram only — weekdays 10:00–18:00 and weekends 10:00–14:00 (UK time), guaranteed response within 24 hours, usually within 1 hour. If a platform has asked you for documents, contact your manager **before** submitting anything.
{% endhint %}

<a href="/help-center/contact/contact-support.md" class="button primary" data-icon="paper-plane">How to contact support</a> <a href="/guide/policies/service-policy.md" class="button secondary" data-icon="file-contract">Service Policy</a>


---

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