Amount lower than the minimum amount or incorrect
- Remember to respect the minimum amount: you can check the details at this link
- Make sure you have sufficient funds in Euros or cryptocurrency
The trading pair is not available
It can happen that a trading pair (for example BTC/EUR) is temporarily disabled: in this case you cannot complete the sale and the app warns you that the pair is not currently available. This happens, for example, during technical interventions, in anomalous market conditions or when a cryptocurrency is suspended from the platform.
If the suspension is temporary, try again later. If instead a cryptocurrency is removed from Young Platform, you will receive a communication with adequate notice.
Selling is disabled, but buying is not
In some cases a trading pair remains active in only one direction: you can buy a cryptocurrency, but not sell it. If the button to sell is not available or the app warns you that the operation is not currently allowed, the sale of that cryptocurrency is temporarily disabled. Try again later and, if the problem persists, contact us.
You do not receive a price for your sale
On Young Platform Base, when you sell, Young Platform proposes a fixed price valid for a few seconds. For risk management reasons, in some situations Young Platform may not propose a price for a short period: instead of the price, the app shows you an error message. This happens, for example, when:
- the market is very volatile and the spread included in the price would exceed the maximum limit set by Young Platform's pricing policy;
- the external price sources on which the calculation is based are not available or are not aligned with each other;
- the amount you want to sell exceeds the limit set for a single order on that cryptocurrency;
- you have requested many prices in a short time without confirming them;
- the liquidity available for that cryptocurrency is temporarily insufficient.
Usually this is a temporary block that resolves itself: wait a few minutes and try again. If you are selling a high amount, try with a lower amount; for operations of 20,000 € and above you can contact the OTC Desk through Customer Support.
Display issues
If you are using the web platform, clear the cache of your browser or device and make sure you have a stable internet connection.
If you use a trackpad and do not see the confirmation button, use a mouse and reload the page.
Still having problems? Contact us by sending us a screenshot of the issue.