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Documentation Index

Fetch the complete documentation index at: https://docs.useveil.co/llms.txt

Use this file to discover all available pages before exploring further.

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Signup: verification code didn’t arrive

Check your spam folder first. The code is sent from a Veil no-reply address — some email providers flag it. If it’s not in spam, return to the signup screen and request a new code. The previous code is invalidated as soon as you request a new one. If codes consistently don’t arrive, try a different email address or contact support@veil.co.

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Mid-offramp re-verify: code didn’t arrive

The dashboard can show a re-verify modal mid-flow when your session has become stale. This modal sends a code to your account email. If the code doesn’t arrive, close the modal and try the offramp again — reopening the modal triggers a fresh send. Check spam if the issue persists.

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KYC: status stuck “in progress”

Most approvals complete within a few hours. If yours has been “in progress” for more than a day, return to the verification step — you can resume the partner’s flow if you didn’t finish it, or refresh your status if your submission is already under review. If the status still hasn’t moved after a full business day, contact support@veil.co with your account email address.

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Deposit not detected

If you sent crypto but the wallet balance hasn’t updated:
  1. Confirm the chain. USDC on Base and USDC on Ethereum are separate tokens on separate chains — sending to the wrong chain means the funds aren’t at your Veil address.
  2. Confirm the address. Veil deposit addresses are plain hexadecimal (EVM) or base58 (Solana) strings. ENS names and other aliases are not supported — only the raw address shown in the dashboard.
  3. Wait for confirmations. Balances update once the network confirms the transaction. Check the transaction in a block explorer to see how many confirmations it has.
If the chain and address are correct and you have enough confirmations but the balance still doesn’t appear, contact support with the transaction hash.

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Wrong network or unsupported token

Sending on an unsupported network or sending a token other than USDC or USDT puts funds at an address Veil monitors but cannot automatically convert. These situations require manual recovery and are not guaranteed to be recoverable. Contact support@veil.co as soon as possible with the transaction hash and network.

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Offramp stuck in pending or processing

Veil submits your offramp to a regulated banking partner, and settlement runs on banking-partner timelines. “Processing” means the conversion has been submitted and is working through the banking system — this is expected behavior, not an error. If a transaction stays in “processing” for longer than the estimated time shown at submission, it may indicate a delay on the banking rail. Contact support with the transaction ID. A transaction that reaches completed has settled — funds are on their way to your bank account and the conversion is final. A transaction marked failed did not settle. See below.

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Settlement failed

A failed transaction means the conversion did not complete. Common causes:
  • Bank rejected the transfer. The account number was wrong, the account is closed, or your bank’s fraud controls flagged the payment.
  • Name mismatch. The name on your bank account doesn’t match your KYC-verified identity.
  • Account in cooldown. A recently added bank account was used before its cooldown period ended.
When a transaction fails, Veil will attempt to return the funds to your wallet balance. Check your wallet balance and the transaction history. If the refund doesn’t appear within a day, contact support@veil.co.

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Bank account rejected at submission

If the dashboard shows an error when you submit a bank account:
  • Name match required. The account must be in your own name — joint accounts are not supported.
  • Region or currency mismatch. Choose the region that matches your actual bank’s location and currency.
  • Invalid details. Double-check the IBAN, routing number, or account number for typos.

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See also