Troubleshooting
When something does not work - the app, a deposit, a withdrawal, two-factor codes, language, bot messages, tasks or weekends - the usual causes and what to do.
On this page
Most problems have a simple cause. Find your problem below, check the usual causes, and follow the steps. If nothing helps, see Support.
The app does not open
You see "Open in Telegram". The game runs only inside Telegram. You opened it in a normal browser. Open @OilVoyageBot in Telegram, press Start, then tap ⛴ Open Oil Voyage.
You see "Sign-in failed". Look at the line under it:
- No connection. Check your internet and try again. — check your internet connection, then tap Retry.
- Too many attempts. Wait a minute and try again. — wait one minute, then tap Retry.
- No reason shown — close the Mini App completely and open it again from the bot. This also helps when the app has stayed open for more than a day: the sign-in then has to start fresh.
A link opens the bot chat instead of the game. Press Start in the chat, then tap ⛴ Open Oil Voyage.
The welcome steps start again from step 1. The registration is saved only at the last step. If you close the app before it, you start again. Go through all four steps and tap Take the tour or Skip for now at the end. See Quick start.
A deposit is missing
The app shows no "pending" deposit. The first sign of a deposit is the credit itself: a line Deposit in Profile → History. The bot message about a deposit can be missing even when the deposit was credited, so always check History first.
Confirmation takes from a few seconds to many minutes, depending on the network. Ethereum is the slowest. If the deposit is still not there, check these causes:
| Cause | What happens | What to do |
|---|---|---|
| The card says "Deposits are not open yet. You can play with your welcome bonus in the meantime." | No address is given and deposits are not open | Wait until deposits open |
| The asset card says "No rate right now: a deposit waits and is credited once the rate is back" | The deposit waits and is credited by itself once the rate is back | Nothing. Do not send it again |
| The amount was below the minimum | The transfer is recorded but not credited, and no message is sent | Check the minimum on the address card. Two small transfers are not added up. A fee your exchange takes before sending counts against the minimum |
| You sent ETH, BNB or TRX through a smart contract (a DeFi app, a bridge, a smart wallet, some exchanges) | The transfer is not detected | Send straight from a wallet or an exchange that makes a normal transfer |
| You sent a token that is not on the list | It is not detected and not credited | Only send the assets the Deposit screen lists for that network |
| You used a network that is not on the list | It is not watched and not credited | Transfers over a wrong network cannot be reversed |
| You sent to your 0x address on the other network (Ethereum instead of BNB Smart Chain, or the other way) | It is credited on the network you really used, with that network's minimum | Check that network's minimum |
| One transaction paid your address the same amount twice | Only the first payment is credited automatically | Contact support with the transaction hash |
The full rules for each network are in Deposits.
Warning
Transfers to a wrong address or over a wrong network cannot be reversed. Always copy the address with Copy address and check the network before you send.
A withdrawal problem
Every withdrawal request is reviewed by an operator. Its status shows in My withdrawals:
| Status | What it means |
|---|---|
| Pending review | The amount is on hold and waits for an operator. You can still cancel it. |
| Approved | An operator accepted it. The payout is being made. |
| Sent | The transaction is on its way. |
| Completed | Paid. |
| Rejected | An operator refused it. The reason is shown under the request. The whole amount, fees included, is back on your balance. |
| Failed · refunded | The payout did not go through. The whole amount is back on your balance, and you can request it again. |
| Cancelled | You took it back. The whole amount is back on your balance. |
Common problems:
- You cannot cancel a request. Once an operator has started on it, it can no longer be cancelled.
- No code is asked. Two-factor protection is off. Withdrawals work without it, but we recommend turning it on in Profile → Security. See Security.
- Only part of your balance can be withdrawn. Recent deposits are frozen for some days, and the bonus balance (the welcome bonus and the daily streak rewards) can never be withdrawn. See Withdrawals.
- "Withdrawals are closed on weekends". New requests are not accepted from Saturday 00:00 to Monday 00:00 UTC. See Weekends.
- "This address belongs to Oil Voyage. Use the address of your own wallet." You pasted an address that belongs to Oil Voyage, for example your own deposit address.
- "The amount doesn't cover the fee" Both fees come out of the amount you enter. Enter a larger amount.
- A TON address is refused. Paste the address that starts with UQ or EQ, in the form that uses "-" and "_". The same address written with "+" or "/" is refused.
- "Withdrawals are not available right now." wBarrel withdrawals are switched off at the moment. Your balance stays in the game.
The full rules are in Withdrawals.
Two-factor codes
A code is refused. Each code works only once: the same code typed again counts as a wrong code. Wait until the app shows a new code (up to 30 seconds) and type that one. If every code is refused, check that your phone sets its clock automatically: the codes follow the clock.
"Too many wrong codes. Try again later." After five wrong codes in a row, every code is refused for 15 minutes, even a right one or a recovery code. Wait, then try again.
You lost your phone. Tap Use a recovery code and type one of the recovery codes you saved. Each recovery code works once. To set up a new phone, turn protection off with a recovery code, then turn it on again: you get a new QR code and eight new recovery codes.
You lost your phone and your recovery codes. You cannot withdraw or turn protection off yourself. Only the team can reset the protection. See Support.
The badge says "Not finished". The setup was started but not finished. Tap Start again and delete the old Oil Voyage entry from your authenticator app: it will not work.
The language is wrong
The game uses the language saved on your account. Changing the language of Telegram does not change it. Open Profile → Language and pick your language. The bot's messages follow the same choice.
Bot messages do not arrive
The bot can write to you only if one of these is true:
- you pressed Start in @OilVoyageBot, or
- you tapped Notify me in the app and allowed messages.
If you blocked the bot, nothing arrives. Unblock it and press Start again. Also check:
- You finished the registration in the Mini App.
- Profile → Notifications: the kind of message you want is switched on.
Messages about your withdrawals always arrive, whatever your switches say. See Notifications and the bot.
A task is not detected
Tap Check on the task card after each change. If the check says "The check is not available right now. Try again later.", wait a minute and tap it again.
- Join the community. Join the group with the card's Open button, then come back and tap Check. If you leave the group before you claim, the task is not reached any more.
- Fly our flag in your name. Put @OilVoyageBot into your Telegram first or last name, not into your @username. Remove every other @tag or #tag from the name.
- Invite link in your bio. Copy the link from the card: it must carry your own code. Your bio must be visible to everyone.
- The countdown started over. For the name and bio tasks, the tag or link must stay for the whole term. If a check does not find it, the countdown starts again from zero.
- "Maintenance: tasks keep counting, rewards can be claimed later." Claims are paused for a while. Your progress keeps counting, and you can claim later.
See Tasks.
Weekends
From Saturday 00:00 to Monday 00:00 UTC, the oil exchanges are closed:
- prices stay at Friday's fix;
- tankers that arrive wait parked and unload from Monday;
- new withdrawal requests are not accepted. Requests made before the weekend stay in line.
Deposits, buying shares, staking, tasks and the wDOGE exchange work as usual. See Weekends.
Ready to sail?
Open Oil Voyage in Telegram and load your first tanker.