Your support inbox
When you open a ticket on 4rho, the conversation lives inside the app — not in your email. You can find every ticket you've ever opened at /support/tickets, and replies from our team show up there with no email round-trip.
If you've never used in-app support before, this short guide covers what to expect.
Opening a ticket
There are three ways to start a ticket:
- The Still need help? button at the bottom of any help article.
- The Support link in the sidebar (Account section).
- Directly: /support/tickets/new.
The new-ticket form asks for three things:
- Subject — a short summary so the queue is scannable.
- Category — see the list below. Pick whichever fits best; we re-route in the back office if needed, no points lost for picking the wrong one.
- Details — the actual problem. The Reporting a problem template covers what to include for the fastest possible response.
You don't need to attach your wallet address — your account is already linked to the ticket on our side.
What the categories mean
We use these to route tickets to the right specialist on our team.
| Category | Use it for |
|---|---|
| General | When nothing else fits, or you're not sure. |
| Wallet | Connection issues, embedded vs external wallet, gas / POL. |
| Trading | Order placement, fills, RFQ, self-trade prevention, strategies. |
| Funding | Add money, cash out, USDC transfers, balance discrepancies. |
| Resolution | A market resolved unexpectedly, or you can't claim. |
| Promotions | Bonuses, promo codes, referrals, rollover and locks. |
| Account | MFA, sign-in history, deletion / data export, age verification. |
| Bug | "This shouldn't happen" — you found a defect. |
| Other | Edge cases, feature requests, partnership inquiries. |
What the statuses mean
Each ticket goes through a small state machine. The badge in your inbox tells you which stage you're at:
| Status | What it means | What you should do |
|---|---|---|
| Open | Brand new, not yet picked up. | Wait — we triage in priority + arrival order. |
| Awaiting support | We've read it, the ball is in our court. | Wait. Don't re-post the same details. |
| Awaiting user | We've replied and need something from you. | Read the latest message and reply. |
| Resolved | We believe the issue is closed. | Read the resolution. If it's not actually fixed, reply to reopen. |
| Closed | Archived. | A reply automatically reopens it as Awaiting support. |
The status auto-flips on every message: when you reply, Awaiting user becomes Awaiting support. When we reply, the reverse. You don't manually change status — it follows the conversation.
Priorities
Most tickets default to Normal. We may bump a ticket up internally if your account is at risk (e.g. funds missing, a withdrawal is stuck, a security concern). You don't pick the priority directly — describing the impact in the Details field lets us triage correctly.
If something is urgent (suspected unauthorized access, a market resolution that affects funds in flight), say so explicitly in the first message. We watch the Urgent queue continuously.
Replying
Open the ticket from your inbox, type into the reply box at the bottom, and submit. Your message is timestamped and appears in the thread. No formatting tricks needed — plain text is fine, and Markdown links / code blocks render automatically.
You can reply to a Closed ticket — it reopens as Awaiting support with your new message. There's no separate "reopen" button; just reply and we'll see it.
What we'll never ask for
If a "support reply" asks for any of these, it's a phishing attempt — close the ticket and email us at the address on our Help Center. We will never ask for:
- Your seed phrase or private key (we don't have one for you; 4rho is non-custodial).
- Your MFA recovery codes.
- Your wallet password.
- A signed transaction from your wallet "to verify your identity" (we use the standard sign-in flow, never a one-off prompt).
We may ask you to verify your identity by signing into the app on a fresh session, or — for very rare regulatory edge cases — to provide a government ID. The latter only happens in the age verification flow and never through a support chat without prior context.
What we can see
Tickets you open are visible to our support team. Internally we add private notes on the thread that you don't see — those are for routing and case-tracking. Everything you write, and every reply you read, is the same view we have.
Privacy
If you delete your account (/help/account/deletion), your tickets are scrubbed of identifying fields after the 30-day reversibility window. The conversation history is retained for audit purposes but is no longer attributable to you.
Still need help?
If you can't reach this article — for example because you're locked out — email the address listed on our Help Center landing page. The in-app inbox is the canonical channel, but we have a fallback for when you can't sign in.