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Troubleshooting

Last verified 2026-08-14

Real problems, in the order people hit them. If your issue isn't here, open a support ticket.

I can't log in

"No account exists with this email" (on password reset) — you signed up with a different email, or haven't signed up yet. Use Create Account, or try your other email addresses.
"An account already exists with this email address. Please log in to continue." (on signup) — you already have an account. Use Log In, or Forgot password? if you've lost the password.
Wrong password — tap Forgot password?. The reset email says: "Password reset link sent to <email> — check your inbox (and spam)."
"Reset link didn't work" — the link expired or was already used. Tap Request a new reset email and use the newest link.
"Too many attempts — wait a minute and try again." — resets are rate-limited. Wait 60 seconds.
Never got the 6-digit signup code — check spam first, then use Resend code. Typo in the address? Use Change email.
CAPTCHA won't load — usually a network/VPN issue; try another connection or the web app at app.p4provider.com.

Videos won't play (Watch / lectures)

Watch: brand-new YouTube uploads take up to a couple of hours to appear in-app — the library syncs on a ~2-hour cycle. Empty sections say so: "No Shorts saved yet. They appear here within a couple of hours of going up on YouTube."
Watch keeps a local cache for poor connections — if playback stutters, check your connection; previously loaded lists still display offline-ish, but streams need bandwidth.
Lectures (students): if Learn itself is missing or shows "Course access paused", that's an access issue (fees overdue or a paused enrollment), not a video issue — check Learn → Fees or contact support.

I paid, but signals aren't showing

Work through these in order:

How did you pay?
- Apple or Binance Pay checkout: activation is automatic and usually takes under a minute ("Access activating — this takes under a minute."). Give it a minute, then pull down to refresh.
- Bank transfer / USDT / Binance Pay by ID (manual proof upload): a human verifies every payment — usually within 24 hours, max 48. Track it in Profile (your success screen included an order reference).
Right market? A Crypto plan unlocks crypto spot + futures (+stocks); a Forex plan unlocks forex + gold (+stocks). Premium calls in the other market stay locked — that's not a bug.
Still locked after the window? The refund policy itself commits: payment verified but access not delivered within 48 hours → they activate immediately or return the payment. Open a ticket with category Payment / billing, include your TRX ID and proof screenshot.
iOS, after reinstalling or a new device: tap Restore Purchases on the Membership screen.

The app looks outdated / stuck on old data

Pull down to refresh on any page, or tap the active tab again (this scrolls to top and refetches).
Web app: do a hard refresh (Ctrl+Shift+R / Cmd+Shift+R) to clear a stale cached version.
Mobile apps: check the App Store / Google Play for an update — old versions can misbehave against the current backend.

My referral claim was refused

Each refusal has a specific meaning (full program rules):

Message you saw	What it means	What to do
"That does not look like an MT4/MT5 account number." / "Use digits only for the broker account."	Format problem — Exness accounts are 5–12 digits, numbers only.	Re-enter just the digits of your MT4/MT5 account number.
"This account is no longer registered under P4 in the Exness partner system, so free access cannot be renewed."	Your Exness account moved to a different introducing broker since your last claim.	Re-open an Exness account through P4's referral link to qualify again.
"This Exness account is already linked to another member. Each MT4/MT5 account can unlock only one membership."	That broker account is permanently bound to a different P4 account.	Use a broker account that's yours and unclaimed — one account, one member, forever.
"That UID is not in our referral list yet. The team will check it before granting access."	Your Binance UID hasn't synced to P4's referral list — the list refreshes about weekly, so very recent signups may not be on it yet; or the Binance account wasn't newly registered through P4's link.	Wait for manual review ("the team verifies within 24–48h and you'll get a notification" — reviews are handled within that window). Remember: an existing Binance account under a different UID won't qualify.
"Your claim is already waiting for review."	You resubmitted while a claim is pending.	Wait — resubmitting doesn't speed it up.
"This Binance referral could not be verified."	The claim failed (moved away, already taken, or invalid UID).	Check the UID, confirm the account was opened via P4's link, then contact support if you're sure it's right.
"Too many verification attempts. Please try again later."	Rate limit (Exness: 5/hour, 12/day).	Wait and retry — attempts aren't lost, just paused.
"Referral verification is available only to member accounts."	You're on a staff/other account type.	Claim from your personal member account.

If Exness can't be reached at all, your claim quietly falls into a manual review queue — a human checks it; you're never auto-denied by an outage.

My attendance QR scan was refused

"This card is <status> — attendance scanning is disabled." — your card isn't active (e.g. enrollment paused). "Contact support if this seems wrong."
Out of scans — each enrollment includes 30 scans. Use Need more scans? on the card to request extras (an admin reviews every request).
Stale QR — the code rotates automatically for security; make sure the card screen is open and freshly loaded when staff scan it.
Identity check — staff verify the scan against your photo; the QR alone (it contains no personal data) isn't enough without you.