Troubleshooting

Capacity surrender Troubleshooting
As PRISMA is forbidden by law to undo an auction or allocation, the platform allows you to request a surrender of the capacity you bought. To do this, you s...
I have a hardware token but I would like to switch to a mobile one, what do I do?
It's very simple. Contact our customer support team at helpdesk@prisma-capacity.eu and request the change.
I requested a hardware token but it hasn't arrived, what do I do?
There are normally three reasons for delays in token delivery: (1) your assignment with the operator hasn't been approved, (2) the token is still in th...
Long-term Comfort bids Troubleshooting
Comfort bids allow you to place a bid for future auctions or bidding rounds without being online during the actual bidding time. It can ease the bidding pro...
My hardware token is broken or out of battery, what do I do?
Simply, contact our customer support team at helpdesk@prisma-capacity.eu and request a new one.
Platform Error - Capturing Screenshots
Here you'll find instructions on how to capture screenshots of error codes to submit for further analysis. These screenshots will help agents identify ...
TLS Version
As off April 29th, 2020, PRISMA will stop supporting TLS versions 1.0 and 1.1 - which are no longer considered sufficiently secure - and will instead use th...
Token Migration - FAQ New Hardware Token
Overview This article provides answers to the most frequently asked questions on our new hardware authentication solution. For any other questions, ple...
Token Migration - FAQ New Mobile Token
Overview This article shows frequent issues with our new mobile authentication method and how to troubleshoot them. Scenarios Q - I have accidental...
What does an "Insufficient Solvency" error message mean?
When you're about to submit a booking or a bid, you might receive an error message that status you have Insufficient Solvency. If so, you have likely e...