Pocket Broker Common Problems and Solutions

Access problems

When the platform will not let you in, the cause is usually on the access side and not on the account: password, second factor, an old session in the browser or a wrong entry route.

It is worth ruling out the simple before assuming the serious. In order of frequency, this is what tends to be happening and what to do in each case.

• Wrong password. Use the recovery link from the login screen and wait for the email in the registered inbox, checking the spam folder. Do not create a new account: the operator's Public Offer prohibits a client from holding more than one account.
• A second factor that will not validate. It is nearly always the phone clock out of sync, which throws off the generated codes. Set the device to automatic time and try again.
• Session or cache in a bad state. Try in a private window or by clearing the site data. If you get in there, the problem was in the browser and not in the account.
• Wrong access route. The operator's platforms menu lists the web app, the Android APK download and a Telegram bot. From an iPhone, the available route is the web app in the browser.
• Registration with a third-party account. If you signed up with an external service, access depends on that service: recover it there before trying anything on the platform.

If none of that works

Write from the registered email, saying what steps you took and what exact message appears. The full step by step for logging in is in the login guide. One precaution that always applies: no legitimate channel will ask you for your password, so a message requesting it is an impersonation attempt, however official it may look.

Password recovery, the phone clock, a private window and the correct access route resolve most blocks; opening a second account is never the way out.

Deposit problems

A deposit can be rejected or delayed for three usual reasons: details that do not match between the payment means and the account, a rejection by the issuer, or the time taken by the payment rail itself.

Before writing to anyone, there is one check that resolves a good part of the cases: confirming that the holder of the payment means is the same person as the holder of the account. Third-party payments are the most frequent cause of rejection and the hardest to reverse afterwards.

The rails the operator lists for Argentina

The operator's payment methods page names, among others, Rapipago, Khipu, bank transfer in pesos, Mercado Pago, LATAM Cash and LATAM Banking, all with a 0% fee. That same page publishes no minimums, maximums or crediting times per method, and it does not clarify which ones also work for withdrawing either. It is best not to take any of those details for granted: the step by step with Mercado Pago is in the corresponding guide.

What to check when a deposit does not show up

1. Confirm the payment went out. Look at the movement in your bank or wallet before complaining on the platform; if it did not leave your side, there is nothing to look for on the other.
2. Check the holder. The payment means has to be in your name, the same one that appears on the account.
3. Keep the receipt. With the transaction identifier, amount, date and time. It is the first thing that will be asked for in any query.
4. Give the rail time. Each method has its own circuit and the operator publishes no crediting periods per method, so there is no reference against which to measure.
5. Write with the evidence attached if the movement left your account and does not appear on the platform.

The rule that causes the most surprises

The operator's Payment Policy establishes that the money must be withdrawn to the same payment system and with the same identifier used to deposit. It is not a technical problem, it is a rule, and it turns up only when you want to cash out. That is why the method is best chosen with the exit in mind and not just the entry.

On fees, the operator declares its own 0% on deposits and withdrawals, but currency conversion is set by the Company and external processors can apply charges of their own. The published figures are expressed in dollars. Trading fixed-time options carries significant risk and can lead to the loss of the invested capital.

A matching holder, a saved receipt and patience with the rail resolve almost everything; the same-method rule for withdrawing is worth bearing in mind when you choose how you deposit.

Verification problems

Pending documentation is the commonest brake on a withdrawal, and nearly always for the same reason: it is left until the moment cashing out is needed, when the formality is only just starting.

The starting point is understanding what the operator's policy provides for and at what moment it can be triggered, because it does not always happen when the account is opened.

What documentation the anti-money-laundering policy provides for

• Notarised copies of a passport, driving licence or national ID card.
• Bank statements or utility bills to confirm the declared address.
• In some cases, a photograph of the client holding the document close to their face.

The same policy clarifies that the procedure is not compulsory for every client at registration: it can be requested at the Company's discretion and at any time. On periods it publishes only one, and it runs from the client to the Company: identification must be completed within 10 business days of the request, and the Company can extend that period to 30 business days. There is no published period for the review the Company carries out.

Why a document gets rejected

• Details that do not match. A middle name left out at registration or a surname the wrong way round is enough to hold up the formality. Correcting the profile before resending is the first thing to do.
• Illegible image. A blurred photo, a reflection on the plastic, a cut-off edge or an expired document. Even light, a matt surface and all four corners visible resolve almost every image rejection.
• A useless proof of address. It has to show your name and your address legibly; a cropped screenshot where the holder cannot be read does not qualify.
• Format not accepted. Resend in the format the formality's screen indicates instead of insisting with the same file.

Correct whatever caused the rejection and resend once only, without duplicating the request across several channels, because that fragments the case. The full route is in the verification guide, and its effect on cashing-out times, in the guide on how long a withdrawal takes.

The operator's policy can request documentation at any moment and gives 10 business days, extendable to 30, to complete it; having it ready in advance stops the formality from starting only when you want to cash out.

App problems

When the application will not open, closes on its own or shows incomplete screens, the usual cause is an out-of-date version, little space on the device or an unstable connection.

The steps go from least to most intervention, and it is worth following them in that order so as not to reinstall something that a close and reopen would have fixed.

1. Close and reopen the application completely, not just minimised. It resolves most frozen screens.
2. Update to the latest version. The Google Play listings record recent updates to both of the developer's applications; an old version can fail against an already updated server.
3. Free up space and memory. A device at its limit closes processes on its own, and the application tends to be one of them.
4. Try another network. Switching from wifi to mobile data, or the other way round, rules out a connection problem that looks like an application fault.
5. Reinstall clean if none of the above is enough, always from an official route and with access to the account sorted before uninstalling.
6. Use the web app while you sort out the rest. It is the route the operator lists for access from the browser, and the right one on an iPhone.

Downloads outside the official routes

An APK file downloaded from just any site is the biggest avoidable risk on this whole list. The operator publishes the download from its own platforms menu, and that is the only source to use; the detail is in the guide to the Android application. On the security of the product, the application listings claim to be certified by international security licensing, a phrase from the operator itself that names no certifier and does not amount to financial supervision of any kind.

If the problem shows up while trading and not on opening, try it first in the demo account: if it repeats with a virtual balance, it is an application fault and not something tied to your real balance.

Reopen, update, free up space, change network and only then reinstall from an official route; the web app works as an alternative in the meantime.

How to ask for help

When the problem goes beyond these steps, the way you put it decides how long it takes to resolve: a message with the exact detail and the evidence attached avoids several rounds of back and forth.

The operator publishes a support address, [email protected], which its Public Offer names as the channel for formal complaints, plus the help area inside the account and a Telegram bot listed in the platforms menu on its site. None of those pages publishes a response time, so the part you can control is the quality of the way you put it.

What to include

• The registered email as the sender, so that no extra identification step is needed.
• The concrete fact: what you tried, where and what appeared on screen, with the exact text of the error.
• Approximate date and time with the time zone, above all if there is a movement of money involved.
• The evidence: a screenshot of the error or of the receipt, with sensitive details covered up and never your password.
• One matter per message. Three problems in the same email get answered on the easiest one.

What to expect and what not

Support can explain, review and escalate a case, but it cannot lift a rule of the operator: the one account per client rule and the rule of withdrawing to the same method used to deposit are written into the Public Offer and the Payment Policy. It is worth knowing that before putting a complaint about either of the two.

There is also a structural limit that should be named: the operator does not publish a financial regulator licence on its site, and its Public Offer submits the agreement to the laws of the Republic of Costa Rica. That marks how far the possible route of a complaint reaches, and it is a fact to bear in mind when deciding how much money to put at stake. The review of the channels and of what to expect from each is in the customer support guide.

Most of these problems are anticipated with two decisions taken early: sorting out documentation before you need it and choosing the payment method with the exit in mind. With that sorted, the list above shrinks considerably. Trading fixed-time options carries significant risk and can lead to the loss of the invested capital, and none of these solutions changes that.

Registered email, concrete fact, moment, evidence and one matter per message; support cannot lift a rule written into the Public Offer or the Payment Policy.