Quick fixes for the most common problems on Usual. If your issue is not listed here, contact support at [email protected] with your account address and transaction hash.
1. My transaction failed
Common causes:
Not enough gas — make sure you have ETH (Ethereum, Arbitrum, Base) or BNB (BNB Chain) in your account
Token approval missing — some operations require a one-time approval before the actual transaction
Slippage too low — if you are swapping on a DEX, increase slippage tolerance slightly
Chain congestion — retry with a higher gas price
Fix: Check the error message in your account app, top up gas if needed, approve the token if required, and retry.
2. My account app will not connect to Usual
Common causes:
Browser cache issue
Account app is on the wrong network
Ad blocker or privacy extension blocking the connection
Fix:
Clear the browser cache for app.usual.money
Check that your account app is on the correct network (Ethereum / Arbitrum / Base / BNB Chain)
Temporarily disable ad blockers
Try a different browser or wallet
If nothing works, restart the browser and reconnect
3. My position is not showing
Common causes:
Transaction not yet confirmed
You are on the wrong network
The app is reading stale data
Fix:
Wait for transaction confirmation (usually under 1 minute)
Switch your account app to the correct network
Hard refresh the page (Cmd/Ctrl + Shift + R)
Verify your balance on a block explorer
4. Health factor is dropping / I'm approaching liquidation
This applies to Usual Credit users.
Fix:
Add collateral to your position — deposit more to reduce LTV
Partially repay the loan — reduces your debt and increases health factor
Monitor actively during periods of market volatility
Use the simulator to model scenarios before they happen
See the Usual Credit documentation for detailed liquidation mechanics.
5. The yield I see is different from the one displayed
Why this happens:
The displayed rate is an indicative current rate
For bUSD0, the yield is paid in USUAL and the dollar value depends on the market price of USUAL at claim time
For USD0 Alpha, the rate is based on the current basis spread, which fluctuates
For sUSD0, the rate depends on the yield of underlying Treasury Bills, which can shift
Fix: Check the most recent rate in the app before any decision. The rate at deposit time is not a contractual guarantee of future yield.
6. I cannot withdraw or exit
Common causes:
Trying to unstake locked USUALx before the lock expires
High utilization on a variable-rate market (Usual Credit)
Large redemption triggering a queue (USD0 Alpha — up to 7 days)
Secondary market liquidity too shallow for the size
Fix:
For locked USUALx, wait for the unlock date
For large USD0 Alpha redemptions, expect up to 7 days for settlement
Break a large trade into smaller pieces to reduce slippage
Use primary market redemption for stablecoins when DEX liquidity is thin
7. BT / CT / rt-bUSD0 tokens appear in my account
These are normal position receipts.
rt-bUSD0 — early-exit ticket for your bUSD0 position
BT / CT — Fira (Usual Credit) position tokens
sUSD0, sEUR0, USD0a — savings account receipts
Do not send them manually unless you know what you are doing. They represent your position in a specific product.
8. Unexpected fees
Common sources:
Gas fees — paid to the blockchain, not to Usual
Bridging fees — small fees for cross-chain transfers
Slippage — applies when trading on a DEX
USUALx unstaking fee — 10% if you unstake before any locked position expires
Usual Credit borrowing fee — charged on the borrow action (small, e.g., 50 bps reducible to 10 bps for USUAL holders)
Fix: Always review the full cost breakdown before confirming a transaction. The app shows it before you sign.
9. The page will not load
Fix:
Hard refresh (Cmd/Ctrl + Shift + R)
Disable browser extensions temporarily
Check docs.usual.money for any ongoing incident notices
Try a different network — if your ISP has caching or DNS issues, a mobile hotspot can help
Check the Ethereum network status if you are on Ethereum
10. My balance shows zero
Common causes:
You are on the wrong chain — switch networks in your account app
The app has not refreshed yet
The balance is on a different account
Fix:
Switch networks and refresh
Verify the address on a block explorer
Check that you are connected with the correct account
11. I see USD0 trading below $1 — should I panic?
Most likely: no.
Small deviations from $1 (within a few basis points) are normal market behavior. Arbitrage usually restores the price quickly. Check the status page on docs.usual.money for any incident notices, and act calmly based on facts, not panic. See Depeg risk.
12. A cross-chain bridge is taking too long
Typical timings:
Ethereum to L2 (Arbitrum, Base): 5–10 minutes
L2 to Ethereum: 15 minutes to 1 hour
BNB Chain corridors: 5–15 minutes
Fix: If it has been more than double the typical time:
Check the transaction on the source chain block explorer
Check the bridge's status page if available
Look for announcements on official channels
Contact [email protected] with your transaction hash
Funds in transit are not lost. Most delays are resolved within an hour.
Still stuck?
Contact [email protected] with:
Your account address
The transaction hash (if applicable)
The chain you are on
A clear description of what happened and what you expected
Security reminder: Usual support will NEVER ask for your recovery phrase. No support agent, no Discord mod, no email — ever. If anyone asks, it is a scam.
Technical note (for DeFi users): For advanced debugging, the Usual contracts are verified on block explorers. You can read the state of your position directly via the contract interface. Key addresses are published in the docs. Bridge transactions can be tracked on LayerZero Scan and Chainlink CCIP Explorer depending on the route.