Issues and Troubleshooting

I: Visual bug; Error message in the app; Issue with balance showcasing.

S: To efficiently resolve such issues, please perform the following steps on the COCA app:

- Ensure your internet connection is stable, as it can affect app performance.

- Re-log into your account.

- Reinstall or update the app to the most recent version.

- Restart your phone.

I: Issue with biometric wallet recovery.

S: Kindly try the workarounds below that will potentially troubleshoot the issue:

- Increase Ambient Light: Try moving to an area with better lighting, as this significantly improves Face ID recognition.

- Adjust Positioning: Hold the device at a comfortable distance and angle, ensuring your face is well-illuminated and clearly visible to the camera.

- Remove Obstructions: Check for any obstacles like smudges, dirt, or covers on the camera lens that might affect Face ID recognition. Clearing the lens can enhance its performance.

- Update Software: Ensure both the COCA wallet and your device's operating system are updated to the latest versions, as updates often include improvements to biometric recognition.

- Use an External Light Source: If possible, try using an external light source like a lamp or flashlight to temporarily enhance the lighting around your face during the login process.

I: OTP not received.

S: Below are some basic workarounds that may help:

- One-time password (OTP) soft bounces: A soft bounce means that the email address was valid and the email message reached the recipient’s mail server. However, common reasons it bounced back include:

1)The mailbox was full (the user is over their quota); 

2)The server was down; 

3)The message was too large for the recipient’s inbox

- Check Spam or Junk Folder: Sometimes, emails may get filtered into the spam or junk folder by mistake. Please check these folders in your email account and ensure that our email with the subject Your One-Time Passcode isn't there. If it is, marking it as "Not Spam" or "Not Junk" can help ensure future emails reach your inbox directly.

- Resend Confirmation Email: There's an option to resend the confirmation OTP if you haven't received the first one. Simply wait for 60 seconds and then click Resend email on the confirmation screen.

- Verify Email Address: It's essential to ensure that you're checking the mailbox of the address associated with your COCA Wallet.

I: No recovery options.

S: Here are a few steps you can take to regain access:

- Check email addresses at your disposal

Collect all the email addresses you have and conduct a little search using the following keywords: "COCA", "Wirex Wallet". When you created an account with us, we sent you confirmation codes to the email address associated with your account. So, by performing this quick search, you will be able to identify the email address you used during the registration process.

- Recovery Phrase, Biometrics and QR Code Backup

Once you find the email address, you will have a chance to recover access to your wallet either by using Recovery Phrase, Biometrics, or QR code recovery. In case you haven't enabled either of these security checks, you will be able to log in using the OTP (6-digit code).

If none of the options helped you with obtaining access to the account, please feel free to create a new account using an alternative email address.