Troubleshooting Asset Conversion Issues
Resolving problems when swapping currencies in your FUNDING wallet
Asset conversion issues typically involve interface errors, insufficient balance problems, rate display issues, or transaction failures. This comprehensive guide addresses all common conversion problems with clear resolution steps.
Cannot Access Convert Function
Convert Button Missing or Grayed Out
Symptom:
CONVERT button not visible on dashboard or Assets page, or appears grayed out and unclickable.
Possible Causes:
Account verification incomplete
Region restrictions
Insufficient account permissions
Interface loading issue
Solutions:
1. Complete Account Verification
Conversion functionality may require KYC completion:
Navigate to profile → Verification status
Check if verification pending or incomplete
Complete all KYC steps (personal information, ID upload, address verification)
Wait for approval (typically 24-48 hours)
Retry conversion access after verification approved
2. Check Account Status
Verify account has no restrictions:
Review any notification messages or emails
Check for account suspension or limitation notices
Ensure account in good standing
Contact support if unclear why access restricted
3. Verify Region Support
Conversion features may vary by jurisdiction:
Confirm your region supports conversion functionality
Contact support to verify feature availability in your location
Provide country of residence for confirmation
4. Refresh Interface
Simple reload may restore button visibility:
Press F5 or Cmd+R to refresh page
Force refresh: Ctrl+Shift+R or Cmd+Shift+R
Navigate away and back to Assets page
Try from different platform section (HOME vs ASSETS)
5. Clear Browser Cache
Cached data may hide updated interface:
Clear browser cache and cookies
Close browser completely
Reopen and log back in
Check if CONVERT button now visible
6. Try Different Browser
Test if browser-specific issue:
Use Chrome (recommended)
Try Firefox, Edge, or Safari
Compare button visibility across browsers
If appears in one browser, issue is browser-specific
Currency Selection Problems
Cannot Select Desired Currency
Symptom:
Desired currency doesn't appear in From or To dropdown, or appears grayed out.
Possible Causes:
Zero balance in source currency
Currency not supported for conversion
Destination currency same as source
Account restrictions on specific currencies
Solutions:
1. Check FUNDING Wallet Balance
From currency must have available balance:
Navigate to ASSETS page
View FUNDING wallet balance
Confirm you have funds in currency you want to convert from
Add funds if balance is zero
2. Verify Supported Conversions
Not all currencies support conversion:
Only FUNDING wallet currencies available
Cannot convert from LTO wallet
Supported: USDT, USDC, BTC, ETH, BNB, SOL, XRP
If currency not in this list, not supported for conversion
3. Change Source Currency First
If destination currency grayed out:
Platform may prevent converting currency to itself (USDT → USDT)
Select different source currency
Or select different destination currency
Ensure From and To currencies are different
4. Check for Locked Assets
Verify assets are not locked:
Only Free, withdrawable assets can be converted
Locked Assets in LTO wallet cannot be converted
Check asset status in wallet overview
Currency Dropdown Won't Open
Symptom:
Clicking currency dropdown (From or To) does nothing or dropdown doesn't expand.
Possible Causes:
Interface not fully loaded
JavaScript error
Display rendering issue
Solutions:
1. Wait for Complete Page Load
Ensure interface fully loaded:
Look for loading indicators to complete
Wait 5-10 seconds after page appears
Check if other page elements respond to clicks
Retry dropdown after full load
2. Refresh Conversion Interface
Close and reopen:
Close Convert Assets interface (X button)
Click CONVERT button again
Wait for fresh interface load
Try dropdown again
3. Refresh Entire Page
Force fresh page load:
F5 or Cmd+R to refresh
Force refresh: Ctrl+Shift+R or Cmd+Shift+R
Navigate back to conversion interface
4. Try Clicking Different Area
Sometimes clickable area differs from visual:
Click currency name itself
Click icon next to currency
Click anywhere in currency selection box
Try dropdown arrow specifically
Amount Input Issues
Cannot Enter Amount
Symptom:
Amount input field unresponsive, won't accept typed numbers, or displays error when entering amount.
Possible Causes:
Input field not focused properly
Keyboard input blocked
Invalid character entry
Browser form autofill interference
Solutions:
1. Click Input Field Directly
Ensure field is active:
Click inside amount input box
Look for cursor blinking in field
If no cursor appears, click again
Try clicking edge vs center of field
2. Clear Field First
Remove any existing content:
Select all content (Ctrl+A or Cmd+A)
Press Delete or Backspace
Verify field completely empty
Type new amount
3. Use Only Numbers and Decimal
Valid input characters:
Numbers: 0-9
Decimal point: . (period)
No commas, spaces, or letters
Example: 1000.50 ✓
Example: 1,000.50 ✗
4. Disable Browser Autofill
Autofill may interfere:
Clear autofill suggestions
Disable autofill in browser settings temporarily
Manually type amount without selecting suggestions
5. Use Slider Alternative
If typing fails:
Drag amount slider instead
Slider provides alternative input method
Or click Max button to use full balance
"Insufficient Balance" Error
Symptom:
Error message displays "Insufficient balance" or "Amount exceeds available balance" when entering amount.
Possible Causes:
Entered amount higher than available balance
Attempting to convert locked assets
Balance display not updated
Forgotten fee impact
Solutions:
1. Check Available Balance
Verify exact available amount:
Look at "Available: [amount] [currency]" display below input
This shows maximum convertible amount
Cannot exceed this number
Reduce entered amount to at or below available balance
2. Account for All Decimals
Balance displays with full precision:
Available: 0 USDT means exactly zero, not 0.001 or 0.5
Available: 100.5 USDT means you can convert up to 100.5, not 101
Enter amount carefully matching available balance
3. Use Max Button
Automatically fill maximum amount:
Click Max button next to amount slider
This inputs exact available balance
Eliminates manual entry errors
Ensures you don't exceed limits
4. Check Correct Wallet
Conversion uses FUNDING wallet only:
Verify looking at FUNDING balance, not LTO balance
Cannot convert from LTO wallet
Navigate to Assets page to verify which wallet holds funds
5. Wait for Balance Update
Recent deposits may still be processing:
Check if recent deposit completed
Verify blockchain confirmations received
Wait for balance to update fully
Refresh page to update display
6. Account for Minimum Balance Requirements
Platform may reserve minimum balance:
Some currencies require minimum wallet balance
This reserve cannot be converted
Check platform documentation for minimums
Reduce conversion amount slightly
Transaction Execution Failures
"Conversion Failed" Error
Symptom:
After clicking Confirm, conversion fails with error message.
Possible Causes:
Insufficient balance at execution time
Rate changed significantly (slippage protection)
Network connectivity issue
Temporary platform error
Balance locked between preview and execution
Solutions:
1. Verify Balance Still Sufficient
Balance may have changed:
Another transaction processed simultaneously
Balance consumed by different action
Check current FUNDING wallet balance
Retry conversion with updated amount
2. Reduce Conversion Amount Slightly
Leave small buffer:
If converting near full balance, reduce by 1-2%
Accounts for any calculation rounding
Prevents edge-case insufficient balance errors
Example: If balance 1000, convert 980-990 instead
3. Wait and Retry
Temporary platform issue may resolve:
Wait 1-2 minutes
Retry exact same conversion
If fails again, issue may be persistent
4. Check Network Connection
Ensure stable connectivity:
Verify internet connection active
Test other platform functions
Retry after confirming connection stable
5. Try Smaller Amount
Test with reduced amount:
Convert half of intended amount
If succeeds, platform functioning correctly
Then convert remainder
Or combine if both successful
6. Contact Support
If failures persist:
Note exact error message
Screenshot error if possible
Report to support with:
Attempted conversion details (from currency, to currency, amount)
Timestamp of attempts
Error messages received
Contact Bitlease support if:
Conversion fails repeatedly with same error
Received amount significantly different from preview
Balance doesn't update after 24 hours
Interface completely non-functional after all troubleshooting
Conversion debited from source wallet but didn't credit to destination wallet
Error messages not covered in this guide
Suspected system error or calculation problem
How to Contact:
AI Assistant: Click chat widget
Email: Support@bitlease.com
Information to Provide:
Account email
Exact currencies attempted (from → to)
Amount attempted to convert
Available balance in source currency
Error messages (exact text or screenshot)
Transaction ID if conversion partially completed
Timestamp of attempt
Troubleshooting steps already tried