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Troubleshooting registration issues

This page helps you fix problems during account creation and first access.

A) Account creation & first access:

1) I didn’t see the green confirmation pop-up

Why: Page didn’t finish loading / ad-blockers / pop-up off-screen.
Fix:

  • Wait a few seconds and scroll up/right (pop-up shows top-right).

  • Disable ad-blockers for this page and refresh.

  • If you clicked Sign Up, proceed to check your email anyway.

2) I didn’t receive the Welcome email / User Code

Why: Email typo, message in Spam/Junk, mail delay.
Fix:

  • Check Spam/Junk and All mail folders.

  • Wait 5–10 minutes, then refresh the inbox.

  • If you used the wrong email, repeat registration with the correct one.

3) Referral Code: is it required?

  • The Referral Code field is not mandatory for Free account (you can register without it).

  • If you have a code from a friend/partner, insert it.

  • If you want one, request it to Support Team.

  • The Referral Code field is mandatory for Business Account.

  • If you do not know anyone who participates in our REFERRAL Program, please contact our Support Team to receive a proper PRESENTATION code.

  • Presentation codes can be granted by our Local Partners around the world.

4) Password not accepted

Fix:

  • Use min. 8 characters, include numbers and symbols, avoid spaces.

  • Avoid very common passwords; try a new one and re-submit. Use “Forgot Password” to reset it.

5) “This email is already in use”

Why: You previously started a registration or finished it.
Fix:

  • Try Forgot Password on the login page.

  • If you never completed registration, sign up with a different email.

6) First login fails (right after sign-up)

Checklist:

  • User Name must be your User Code (from the Welcome email), not your email.

  • Password is the one you set during registration.

  • Solve the Resolve mini-captcha correctly (e.g., 6+8=14).

  • If still blocked, use Forgot Password and try again.

7) I’m not redirected to the Sign In page after sign-up

Fix:

  • Click Login (top-right) or open https://lutinx.com/login

  • Keep the registration tab open while you check your email for the User Code.

8) KYC now or later?

  • Optional at first access. You can skip and come back anytime.

  • After KYC approval (usually 24–48h by email), your free quota increases 33 → 100.

  • You can start using the Dashboard immediately even while KYC is pending.

👉 Want to complete KYC now? [Follow the step-by-step KYC guide]

B) Document registration (quick fixes):

(Full step-by-step lives in Copyright Zone — this section is a quick aid.)

1) Upload fails

  • Rename the file (no special characters).

  • Compress or split large files; supported: PDF, DOCX, JPG/PNG, ZIP, MP4, etc.

  • Try a stable connection or another browser.

2) I can’t find my registration

  • Refresh the Dashboard.

  • Check My Registrations / Uploads.

  • If missing, repeat registration.

3) Temporary vs. Final

  • Temporary stays visible for 30 days; Final is permanent.

  • All registrations are on blockchain and consume your quota (even temporary).

  • If you edit a file, create a new registration for the updated version.

4) I reached my quota

  • Upgrade to the next license, or

  • Buy extra registration packages in Dashboard → Shop.

When to contact support

Before writing to us:

  • Use the search bar in the header & footer to look across all guides and articles.

Contact Support Team if:

  • You didn’t receive the Welcome email/User Code:

    • Check your Spam/Junk folder – sometimes the email is filtered there.

    • Wait 5–10 minutes – email delivery can be delayed.

    • Verify your email address – if you mistyped it during registration, you must repeat the registration with the correct address.

    • Look for “LutinX – Welcome” in the subject line of your inbox.

  • First login keeps failing despite following the checklist.

  • Uploads/registrations fail repeatedly or don’t appear in your Dashboard.

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