Reporting a problem

If you've checked the relevant troubleshooting article and the problem persists, open a support ticket. You'll see replies in your inbox at /support/tickets — no email round-trips.

The faster you can give us the basics below, the faster we can help.

What to include

When you fill out the New ticket form, drop these into the Details field along with anything else relevant. Skip any field that genuinely doesn't apply.

Browser / wallet: e.g. Chrome 130 + MetaMask 12.0.6
What I was doing: e.g. trying to claim winnings on the market at <URL>
What happened: e.g. clicked Claim, wallet popup appeared, signed, then page errored
What I expected: e.g. position to redeem and USDC to land in my wallet
Time (with timezone): 2026-04-25 13:42 PT
Transaction hash (if any): 0x…

You don't need to paste your wallet address — your account is already linked to the ticket on our side.

Why each field matters

Browser / wallet — many issues are wallet-specific. Knowing the version saves us a round-trip.
What you were doing — narrows the search to a specific code path.
What happened vs what you expected — separates "broken" from "I'm not sure how this is supposed to work".
Time — server-side logs are timestamped; with a precise time we can find the relevant entries quickly.
Transaction hash — if a chain transaction was involved, this is the most useful single piece of information you can give us. Find it in your wallet's history or in the block explorer.

What we won't ask for

Your seed phrase.
Your private key.
Your MFA recovery codes.
Your password (we don't have one for you — we use email, passkey, or wallet-signature auth).

If anyone — including someone claiming to be 4rho support — asks for any of those, it's a scam. Do not share them.

We will only ever reply to your ticket inside the support inbox at /support/tickets. If you receive an email or DM claiming to be from 4rho support, treat it as suspicious until you can confirm it inside your inbox.

What we will ask for if needed

A copy of the error response if you can capture it from the browser console (F12 → Network tab → click the failed request).
A screenshot or short screen recording if the issue is visual.

Response time

We aim to respond within 1 business day on weekdays. Complex on-chain investigations may take longer, especially when third parties (Coinbase, an exchange, a wallet provider) are involved.

If your issue is urgent and time-sensitive — e.g., you believe funds are being moved from your account without authorization — set the ticket priority to Urgent, include the word "URGENT" in the subject, and act on the steps in Sign-in history before waiting for a reply.

What to include

When you fill out the New ticket form, drop these into the Details field along with anything else relevant. Skip any field that genuinely doesn't apply.

Browser / wallet: e.g. Chrome 130 + MetaMask 12.0.6 What I was doing: e.g. trying to claim winnings on the market at <URL> What happened: e.g. clicked Claim, wallet popup appeared, signed, then page errored What I expected: e.g. position to redeem and USDC to land in my wallet Time (with timezone): 2026-04-25 13:42 PT Transaction hash (if any): 0x…

You don't need to paste your wallet address — your account is already linked to the ticket on our side.

Why each field matters

Browser / wallet — many issues are wallet-specific. Knowing the version saves us a round-trip.

What you were doing — narrows the search to a specific code path.

What happened vs what you expected — separates "broken" from "I'm not sure how this is supposed to work".

Time — server-side logs are timestamped; with a precise time we can find the relevant entries quickly.

Transaction hash — if a chain transaction was involved, this is the most useful single piece of information you can give us. Find it in your wallet's history or in the block explorer.

What we won't ask for

Your seed phrase.

Your private key.

Your MFA recovery codes.

Your password (we don't have one for you — we use email, passkey, or wallet-signature auth).

If anyone — including someone claiming to be 4rho support — asks for any of those, it's a scam. Do not share them.

Response time

We aim to respond within 1 business day on weekdays. Complex on-chain investigations may take longer, especially when third parties (Coinbase, an exchange, a wallet provider) are involved.