Troubleshooting: Common Issues – Lightspark

This article covers the most common issues users encounter with UMA and how to resolve them.

Account & Login Issues

I'm not receiving my email verification link.

Check your spam or junk folder.
Make sure the email address you entered is correct.
Try requesting the link again from the login or sign-up page.
If the issue persists, submit a support ticket.

I can't log in to my account.

If you've been logging in with your email, try logging in with your phone number instead — and vice versa. This can resolve login issues without needing a password reset.
If that doesn't work, use the Forgot password option on the login page to reset your password. See How to Reset Your UMA Password for step-by-step instructions.
If you still can't log in, submit a support ticket.

I'm seeing a "too many attempts" error when trying to log in.

Try opening a different browser or an incognito/private window and attempt to log in again.
If the issue continues, submit a support ticket and our team will assist you.

Identity Verification Issues

My verification failed.

Common reasons for verification failure include:

Documents that are blurry, cropped, expired, or edited.
A selfie that doesn't clearly match the photo ID.
Mismatched information between what was entered and what appears on the documents.

Before contacting support, try the following:

Ensure your documents are clear, fully visible, and unedited.
PDFs are not accepted — submit photos or scans of the original documents.
If a selfie is required, ensure it clearly matches your photo ID.
Try a different browser or device and clear your cache and cookies.
If prompted to scan a QR code, use your mobile device to complete the step.

If you continue to experience issues, submit a support ticket and our team will assist you.

My account is pending verification — how long does it take?

Verification typically completes within 30 seconds. In some cases it may take longer — if there is a delay, you will receive a notification once it is complete.

Bank Connection Issues

I'm having trouble linking my bank account.

Ensure you are entering the correct bank details for your country. Follow the on-screen instructions carefully — the method will vary by region.
Your bank must support instant payment rails in your region. If your bank does not appear as an option, it may not be supported.
For further assistance, submit a support ticket.

My bank or country isn't showing up, or I'm being asked to enter bank details that don't match my country.

This is most likely because the account was created using the wrong country flow during sign-up. To fix this:

Create a new account by returning to app.uma.money and selecting the correct country during registration.
Or, if you want to keep the same UMA address, email support at submit a support ticket to request deletion of your existing account so you can start over with the same address.

I need to update my connected bank account.

See Managing Your Bank Connection for step-by-step instructions.

Payment & Transaction Issues

My deposit is missing or hasn't arrived.

If a payment doesn't appear in your account:

Verify that the payment was sent to the correct UMA address.
Confirm that your bank or payment account is properly linked and active.
Check your transaction history to ensure the payment was successfully completed by the sender.

If all information is correct and funds still haven't arrived, submit a support ticket and our team will assist you.

Note: Note: UMA payments are powered by the Bitcoin Lightning Network and cannot be reversed once sent.

I'm sending from SoFi and receiving a "we could not verify this payment handle" error.

Double-check that the UMA address was entered correctly — confirm there are no extra dollar signs at the beginning (e.g., $$name@uma.money) and no extra spaces before or after the address.
If the address looks correct and the issue persists, submit a support ticket and our team will investigate.

My transaction was declined.

Ensure you have sufficient funds in your bank or payment account.
Add funds and try the transaction again.
If the problem persists, submit a support ticket.

My payment was rejected due to a limit.

Transaction limits vary based on your regional partner, verification status, local regulations, and the financial institutions involved.
Try sending a smaller amount.
Wait 24 hours and try again.
If you believe the rejection was an error, submit a support ticket for additional assistance.

UMA Address Issues

My UMA address is already taken.

Try a variation of your preferred name (e.g., add a number or abbreviation).
UMA addresses must be unique across the platform.

I need to change my UMA address. See How to Change Your UMA Address for step-by-step instructions.

General Troubleshooting Tips

Always try clearing your browser cache and cookies before contacting support.
If you're experiencing issues on a desktop browser, try completing the action on your mobile device (or vice versa).
Make sure your app or browser is up to date.

Still Need Help?

If you've tried the steps above and are still experiencing an issue, please submit a support ticket and our team will be happy to assist you.