Support

This page covers the most common questions about deposits, withdrawals, orders and account access, and how to contact us. Many situations that look stuck have a known explanation, and several can be resolved directly from your account.

Contact: boopoly.service@gmail.com

Note

BOOPOLY is non-custodial. We do not hold your funds, and your wallet's private key is held in Privy's secure enclave, which we do not have access to. This keeps your funds under your control, and it also means some actions, such as exporting your keys, can only be taken by you. This page indicates which.

#First: check the current status

Before contacting us, please check the two places that show the current recorded state:

1. My positions & history → Orders. Every order, fill, and cancellation, reconciled against the exchange. If the interface and this ledger differ, the ledger reflects what actually happened.
2. The blockchain. Your wallet address on a Polygon explorer, or your address on Polymarket's own site, shows the on-chain record independently of the Service. If a trade is on-chain, it has taken place, whatever the page currently displays.

Reloading the page resolves many "my position is missing" reports, because a tab that has been open for a long time can keep showing an earlier state.

#Common situations

#A deposit hasn't appeared

Deposits are detected from the chain and can take a few minutes; cross-chain deposits take longer and depend on the bridging provider.

• Confirm the transaction is confirmed on-chain, to the correct address, on Polygon.
• Confirm you sent a supported asset. Funds sent on the wrong network, or in an unsupported token, may not be credited and may not be recoverable.
• Still missing after 30 minutes with a confirmed transaction? Contact us with the transaction hash.

#A withdrawal hasn't arrived

Withdrawals are transactions from your own wallet, signed by you. Once broadcast, they cannot be reversed and are outside our control.

• Find the transaction hash and check its status on a Polygon explorer.
• If it is confirmed on-chain, the funds have left your wallet. Any further tracing is with the receiving service.
• Blockchain transactions cannot be reversed, so funds sent to an incorrect address cannot be recovered by us or by anyone else. Please check the destination address before you confirm a withdrawal.

#An order isn't filling

• A limit order rests until someone trades against it. On a less active market this can take some time, and the order may not fill. It stays open until it fills or you cancel it.
• Check the order book. If other orders are ahead of yours at the same or a better price, they fill first.
• You can cancel a resting order at any time under My positions & history → Orders.

#An order was cancelled and I didn't cancel it

The exchange cancels a resting buy when a later fill uses collateral that order had committed. This is normal exchange behaviour, not an error. In the order ledger these appear as cancelled by exchange, distinct from cancellations you made.

#My position or P&L looks wrong

• Reload first.
• Compare against the on-chain record. If they disagree, please let us know, with the market and the order ID.
• A resolved position redeems at $1.00 or $0.00 per share; a market that is in the process of resolving may display unusual values in the meantime.

#I disagree with how a market resolved

Market outcomes are determined by Polymarket and its oracle process; we do not resolve markets and have no influence over the outcome. Disputes go through Polymarket's process, not ours, and we cannot overturn a resolution or compensate you for one.

#I can't sign in

Sign-in is handled by Privy. Please use the same method you originally signed up with. Signing in with a different method creates a different account with a different wallet, which is the most common reason a balance appears to be missing.

If you have lost access to your login method and have not exported your keys, your funds may be permanently unrecoverable. See below.

#Accessing your funds without BOOPOLY

Your funds are in your wallet, not in BOOPOLY, and remain accessible if the Service is unavailable:

• Sign in at Privy directly and export your wallet, then use any standard wallet.
• A self-custody rescue tool is provided for moving funds out independently of the Service. See Security.

We recommend exporting your keys while everything is working normally. It is free, takes a few minutes, and means you can still reach your wallet if you later lose access to your login method.

#Contacting us

Email boopoly.service@gmail.com.

Please include as much of the following as you can. Reports with these details can usually be resolved in a single reply:

• The email address you sign in with, and your wallet address.
• What you expected and what happened instead.
• The market, and the order ID or transaction hash.
• When it happened, with the time zone.
• A screenshot, including any error message in full.

We aim to acknowledge reports within 2 business days. Fund-related reports are prioritised.

Important

We will never ask for your private key, seed phrase, or password, and we will never ask you to send funds anywhere to "unlock" or "verify" an account. Any such request is not from us, even if it uses our name. We do not run a support channel on Telegram, Discord DMs, or any other platform; email is the only one.

#What we can and cannot do

#Related

• Terms of Service
• Privacy Policy — including account deletion and data export
• Risk Disclosure
• Fees & Costs