Page not loading or stuck loading
Use this article when a BYNAI page is blank, shows grey placeholder blocks for a long time, never finishes loading, or looks broken after an update. For messages such as "Something went wrong", see "Error screens and what to report". For prices that stop moving on a loaded trading page, see "Prices or balances not updating".
Quick fixes, in this order
- Wait a few seconds and refresh the page.
- Check your connection: open another website. Turn off any VPN or proxy and try again.
- Try the Try Again or Refresh button if the page shows one.
- Reload without saved files: on a computer, use your browser's hard refresh (usually Ctrl+Shift+R, or Cmd+Shift+R on a Mac). On a phone, close the tab and open BYNAI again.
- Check Announcements in the page footer or at Announcements for known issues.
- Clear site data for BYNAI only (see below), then sign in again.
- Try another browser or device to find out whether the problem is on your device.
- Update your browser to its latest version.
- Turn off browser extensions such as ad blockers or privacy tools for BYNAI, then reload. Wallet extensions should stay on if you use a wallet to sign in.
BYNAI does not state a list of supported browsers or devices. If a page works in one browser but not another, tell Support which one.
Clearing site data for BYNAI
Do this only for the BYNAI site, not for all sites.
- Chrome or Edge on a computer: open the padlock or site-information icon next to the address, choose Site settings, then Clear data.
- Safari on iPhone: open Settings > Safari > Advanced > Website Data, search for BYNAI, and remove it.
- Android Chrome: open the padlock icon, choose Permissions or Site settings, then Clear data.
- Installed BYNAI app: close it, clear site data for BYNAI in your browser, and open it again.
Clearing site data signs you out. Have your sign-in method and 2FA ready. You will not lose funds, orders or positions, because those are stored on your account.
Specific situations
| What you see | What it means and what to do |
|---|---|
| Blank page or grey placeholders that never fill in | A page file did not load fully. Hard refresh, then clear site data for BYNAI. |
| "You're offline" | Your device has no connection. See the offline article. |
| "We can't find the page you're looking for." with Go to homepage | The address is wrong or the page no longer exists. Use the menu or the home page. |
| "Symbol not found" (futures) | The trading pair does not exist or is unavailable. Pick another pair. |
| "Couldn't load market data. Check your connection and try again." with Try again | The trading page could not get market data. Check your connection and press Try again. |
| "Failed to load announcements" | The Announcements list could not load. Reload the page later. |
| "Couldn't load help articles. Please try again." with Try again | The help guide list could not load. Press Try again. |
| "Loading..." for a long time on one page only | Reload the page. If only that page fails, send Support a screenshot. |
Pages that need you to sign in
Pages under My (Dashboard, Assets, Orders, Account, Settings and so on) need you to be signed in. If you are signed out, you see a sign-in prompt instead of your data. Sign in again, then reload.
Frequently asked questions
The site works on my phone but not on my computer. Try a hard refresh, a different browser, disabling extensions, and clearing site data for BYNAI on the computer.
I cleared the cache and now I am signed out. That is expected. Sign in again.
Did I lose my funds when the page did not load? A page not loading does not change your balances. Check again after the page loads. Contact Support if a balance looks wrong.
Is BYNAI down? Check Announcements for notices. Trading pages also show indicators when the live connection is down (see "Prices or balances not updating").
When to contact Support
Include: the page address, what you see (screenshot), the exact message, your browser and version, your device and operating system, whether you use a VPN, whether it works in another browser or on mobile data, and the time it happened.
Safety reminder
Never share your password, 2FA code, seed phrase, or private key to "fix" a loading problem. BYNAI Support will never ask for them.
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