> ## Documentation Index > Fetch the complete documentation index at: https://docs.blockhouse.app/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting: opening an account > What each message means while opening an account, and what to do. Most messages while opening an account say what to do next. These are the ones that need more explanation. If yours isn't here, email [support@blockhouse.capital](mailto:support@blockhouse.capital). ## API key problems > **The desk says a key doesn't work** > > Keys aren't tested when you enter them, because checking the configuration takes time. The desk tests each API key after you submit and tells you if one isn't working and what to fix. The usual causes are an incompletely copied secret, a key restricted to the wrong IP list (each list goes on its own key), or a missing trading permission. Fix the key on the exchange, or create a new one following your guide for that exchange. If a new key needs entering, the desk sends your setup back to the Credentials step: open it from Manage accounts with **Resume**, enter the key and resubmit. > **How do I check my IP whitelists?** > > Check each key on the exchange against the lists on the Credentials step, or under **Allocated IPs to whitelist** in **Manage accounts**, where the same lists are titled **Read-Only**, **Trading** and **Transfer**: > > 1. The read-only key has the **Read-only API IPs**, and only those. > 2. The trading key has the **Trading API IPs**, and only those. > 3. Your prime broker's transfer key has the **Transfer API IPs**. > 4. Every address in the list is there, with none missing or mistyped. Copying the whole list with **Copy** avoids typos. > 5. The key belongs to this account's sub-account. Each strategy account has its own addresses, so keys from another account won't work. > > If a key looks right and still doesn't work, please contact [support@blockhouse.capital](mailto:support@blockhouse.capital) and we'll take a look with you. > **My key is missing the trading permission** > > Some exchanges allow trading permission only on a key that's restricted to IP addresses, or only once the account mode is set. Restrict the key to the **Trading API IPs**, check the account mode in your [guide for that exchange](https://docs.blockhouse.app/open-an-account/connect-your-exchanges), and create the key again if the exchange still won't allow it. ## Signing up and starting setup > **“Finish your first setup first”** > > Until your first SMA is signed by both sides, you can have only one setup in progress, and you already have one on another strategy. Choose **Resume setup** to carry on with it (**View setup** if it's with the desk for review), or **Discard the \{strategy} setup** to delete it and start this one. Discarding is offered only until the agreement is sent for signature. > > Once your first agreement is signed by both sides, this limit goes away. > **“Account opening is not available in your region yet.”** > > Blockhouse doesn't offer account opening where you are because of local regulations. You can still browse strategies and the terminal. ## Account Information > **I need to change my details after submitting** > > Your details go to the desk when you confirm Strategy Configuration, and the step then locks. To change them, contact the desk at [support@blockhouse.capital](mailto:support@blockhouse.capital). If the desk asks you for changes, you can edit the step again. ## Strategy Configuration > **“Fees above the strategy requirement” or “Above requirement” on a venue** > > Your fee tier on that exchange is higher than the strategy works with (for example, at most 1 bps maker and 3 bps taker), and the step can't continue until it's within the requirement. Check that you entered basis points: for 0.02%, enter `2`. If your fee is higher, a VIP or institutional tier on that exchange usually clears it. Otherwise, choose another exchange or contact the desk about an exception. Exceptions generally need an outsized commitment, because fees directly limit the strategy's profitability. ## SMA Review > **Under review: it's been more than 72 hours** > > Reviews usually take 48 to 72 hours but can take longer when volume is high. We let you know if anything is holding up the review. To speak with the desk directly, use **Book a call** on the step or email [support@blockhouse.capital](mailto:support@blockhouse.capital). You'll get an email when the review is done. > **Changes requested: a new account setup** > > The step shows **Changes requested**, and **What needs changing** says what to update. Use the sidebar to go back to Account Information or Strategy Configuration, make the requested changes, then return to SMA Review and choose **I've made the changes, resubmit**. ## Credentials > **My keys disappeared after I left the page** > > For your security, nothing you type on the Credentials step is saved until you submit it, so the step starts again from the top. The keys you created on the exchanges still work, so you can paste the same ones. > **“Please enter the BIT account number for …”** > > Each exchange tab needs your prime broker's account ID for that exchange, so funds can move between exchanges. BIT calls it an account number; LTP and Bequant call it an account ID. Your [prime broker guide](https://docs.blockhouse.app/open-an-account/connect-your-exchanges) shows where to find it. ## Account Configuration > **“Return to Credentials?”** > > Choosing **Back** on this step returns you to the Credentials step, where you'd have to enter all your keys again: once submitted, they're stored securely and never shown again. To fix an account setting, change it on the exchange instead. Go back only if you entered a key incorrectly. ## Review > **“Action Blocked” when editing the configuration or fees** > > Your venue configuration and fee tiers are locked once the desk has them, because they can't easily be swapped once the strategy is set up. To change them, contact the desk at [support@blockhouse.capital](mailto:support@blockhouse.capital), or open a new account with the configuration you want and request closure of the current one. ## After you submit > **I didn't get an email after completing** > > We don't send an email when you submit. You'll get "Your account is live" once the desk takes the account live. ## Exchanges and prime brokers Problems on an exchange or at your prime broker are in [Exchange and broker troubleshooting](https://docs.blockhouse.app/open-an-account/connect-your-exchanges/troubleshooting.md). This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.