FAQ & Troubleshooting

General

What is a tenant? A tenant is your organization's dedicated account on the Offering Manager platform. Each tenant has its own subdomain, admin panel, offerings, investors, and settings. Tenants are isolated from each other — data is never shared between organizations.

Can I run multiple offerings at the same time? Yes. You can create and manage as many offerings as you need. Each offering has its own configuration, pricing, dates, and investor landing page.

What currencies are supported? The Offering Manager supports EUR, USD, GBP, and CHF as base currencies for offering pricing and reporting.

Account & Login

I forgot my password. How do I reset it? Use the password reset link on the login page to receive a reset email. If you logged in with Google SSO, you do not have a separate password — simply use the Google sign-in option.

I set up two-factor authentication and lost my authenticator app. What do I do? Use one of the backup codes that were provided when you enabled 2FA. Each backup code can only be used once. If you have no remaining backup codes, contact Bitbond support for assistance.

Can I switch from email/password login to Google SSO? Yes. If your account email matches a Google account, you can use either login method. The system links both methods to the same account automatically.

Offerings

What is the difference between a soft cap and a hard cap? The soft cap (funding target) is the minimum amount you aim to raise. The hard cap is the absolute maximum the offering will accept. The progress bar on the investor landing page shows progress toward the hard cap.

Can I edit an offering after it is active? Yes, you can update most offering settings while it is active, including payment methods, documents, discount tiers, and landing page content. However, changing fundamental parameters (such as pricing or caps) on a live offering should be done carefully, as it may affect existing investors' expectations.

What happens when I change an offering's status to Closed? Closing an offering prevents new investments. Existing orders are not affected — pending orders remain pending, and paid orders remain paid. You can still manage orders, send reminders, and process refunds after closing.

How do I make an offering visible to investors? Change the offering status from Draft to Active. Only active offerings are accessible to investors via their landing page URL.

Payment Methods

Why is a payment method greyed out when I create an offering? A payment method is unavailable if the required credentials have not been configured in Settings. For example, bank transfer requires bank details (bank name, IBAN, BIC), card payment requires Checkout.com keys, and stablecoin requires an EVM xPub. Configure the missing credentials in Settings and the payment method will become available.

How does bank transfer reconciliation work? When investors pay by bank transfer, they are given a unique reference code (e.g., OM-1234-ABCD) to include in their transfer subject line. To reconcile payments, export a CSV from your bank, then upload it on the offering detail page. The system matches transactions by reference code and automatically marks matching orders as Paid.

What if an investor sends a bank transfer without the reference code? The automatic reconciliation will not match the transaction. You will need to manually identify the payment and update the order status to Paid from the Orders page.

How are stablecoin payments verified? Each investor receives a unique deposit address derived from your xPub key. The system monitors the blockchain for incoming transactions to that address. When a matching deposit is detected and confirmed, the order is automatically updated. Payments that do not match the expected amount are flagged for manual review.

KYC & Compliance

Which KYC providers are supported? The Offering Manager integrates with Blockpass and Sumsub. You can configure one or both and select which provider to use on a per-offering basis.

Is KYC required for all offerings? No. KYC is optional per offering. When creating or editing an offering, you can choose whether to require KYC verification. If disabled, investors can invest without identity verification.

What are blocked countries? Blocked countries are jurisdictions whose residents are prevented from investing in your offering. This is enforced during the KYC verification process. You configure the blocked country list when creating or editing an offering.

What is the cancellation period? The cancellation period is the number of days an investor has to cancel their order after placing it. For example, a 14-day cancellation period means investors can cancel within 14 days. This is often required by financial regulations. Set it to 0 if no cancellation period applies.

Investors & Orders

How do I export investor wallet addresses for token distribution? Navigate to the offering detail page and click Export CSV. The export generates a CSV file with two columns: address and amount. Only investors with a confirmed (Paid) payment and a valid wallet address are included. Use this file with the Bitbond Token Tool for bulk token distribution.

Can I manually mark an order as Paid? Yes. On the Orders page, click the status update button next to a Pending or Processing order to mark it as Paid. This action is logged in the audit trail.

How do I send a payment reminder to an investor? On the Orders page, click the email icon next to a Pending order. The system sends a reminder email to the investor with their order details and payment instructions.

What does a "flagged" stablecoin payment mean? A stablecoin payment is flagged when the received amount does not match the expected amount (either overpaid or underpaid). Flagged payments require manual review — check the transaction details on the blockchain explorer and update the order status as appropriate.

Settings & Security

Are my API keys and credentials stored securely? Yes. All sensitive credentials (API keys, xPub keys, webhook secrets) are encrypted with AES-256 before being stored in the database. They are never exposed to the frontend or included in API responses.

Can I use a custom domain for my investor pages? Yes. Go to Settings and enter your custom domain in the Custom Investor Domain section. You will need to configure a CNAME DNS record pointing your domain to the platform. Once DNS propagates, your investor pages will be accessible at your custom domain.

How do I generate a new API key? Go to Settings, scroll to the API Access section, and click Generate New API Key. The key is shown once — copy it immediately.

Team Management

What access do team members have? All team members within a tenant have full access to the admin panel, including offerings, investors, orders, settings, and team management. There are no role-based permission differences among team members.

Can I remove a team member without losing their data? Yes. Deactivating a team member revokes their login access but preserves all historical data associated with their account. If you need to permanently delete a team member (e.g., invited by mistake), you can do so only if they have no associated order history.