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FAQ

Use this page when something in the app does not work as you expect. Each answer tells you what you see, what it means and what to do. The linked pages give the detail. Back to the guide index. Trading words are in the glossary.

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In short

  • Put the pointer on a grey control, or tap the switch or the status on a phone. The tooltip gives the reason.
  • Most clicks that do nothing have one of three causes: the switch is on Safe, trading is off on the server, or the price is stale.
  • The app never sends an order again for you. Do not click the same price again while an order shows Checking.
  • Cancel all works in every case on this page.
  • The app never moves money. Use polymarket.com to deposit, withdraw and claim.

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The basics

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A price is grey or does nothing

Put the pointer on the price to see the reason. In Safe, a click on a price also shows a ring around the switch.

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The switch reads Off

The switch shows Off when you cannot arm. Put the pointer on it, or tap it on a phone, to see the reason. If more than one reason applies, the tooltip lists them, for example Trading off · geoblocked, clock differs from the venue. You can cancel orders in all of these cases.

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An order was rejected

A red message shows Rejected · and the reason, for example Rejected · price outside band (±10 ticks of 42¢). On the ladder, the order shows !. Nothing reached the book, and the app does not try again.
  1. Read the reason in the message.
  2. Find the reason in Reject messages. The table tells you what to do.
  3. If the message gives a time to wait, for example retry after 2s, wait at least that long before you click again.
The Rejected tab in Orders lists the rejects of this session.

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An order shows Checking

Polymarket did not answer in time. The app does not know if the order is on the book. It asks Polymarket every 60 seconds and never sends the order again. You see a ? on the order chip, the message Checking order · no response, and Checking 1 in the status.
  1. Do not click the same price again. A new click is a second order.
  2. Wait for the last message: Order placed, Order filled, Partly filled · …, Order not placed · never reached the venue or Rejected · ….
  3. While you wait, you can cancel other orders or use Cancel all.
  4. If the order stays in Checking for a long time, tell the person who runs the server. Their steps are in the incident runbook.
The detail is in Orders being checked.

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A price is stale

A grey price, a grey ladder or the status Stale means that a Polymarket feed stopped. The app does not fill the gap from a different source, and you cannot trade on a stale price. Alerts on a stale book do not trigger. When the feed connects again, the prices become live and you get a Feed reconnected notification. You do not have to do anything.

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Trading switched to Safe after activity outside this app

The app saw account activity that it did not place. Examples are a trade, a transfer out, a split, a merge or a conversion. Your own activity on polymarket.com counts too. The app stops trading because another person can use the account. You get an Activity outside this app notification.
  1. Look at the activity in Portfolio › Activity, and on polymarket.com.
  2. If the activity was yours, click Armed. The app asks for your password (Arming after activity outside this app needs your password).
  3. If the activity was not yours, do these steps:
    1. Keep the app in Safe.
    2. Click Cancel all.
    3. Tell the person who set up your account immediately.

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The switch went back to Safe

The app goes back to Safe after 30 minutes without a trading action, at each start, when you log out, and when trading becomes blocked. You get a Trading set to Safe notification with the reason. Click Armed to trade again. The full list is in When the app goes back to Safe by itself.

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More options

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Your orders are gone

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The top bar shows Adopted 3 orders open at first start

At the first start of the app, your account already had open orders. The app counts these orders as its own orders, not as activity outside the app. The number counts only the orders that were open at that start. The note goes away the next time you arm.

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The Exit button shows a warning icon

The bids within your exit slippage cannot take the whole position. The tooltip shows, for example, Bids within the slippage limit cover only part of the position; the rest rests at 37¢. If you click Exit, the bids take what they can, and the rest of the position waits at that price. To sell the whole position in a different way, do one of these:
  • Sell part of the position from the ladder.
  • Use Join.
  • Increase Exit slippage in Settings.
The detail is in Exit a position.

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Account error, Read-only or Not connected in the top bar

The connection of the account to Polymarket does not work. Click the indicator to open Settings › Account. Only the person who runs the server can correct these. Tell them what the tooltip shows.

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The top bar shows Key expires or Session Key expired

Key expires in 5d shows from 14 days before the Session Key expires. When it shows Session Key expired, the app cannot trade. Tell the person who set up your account to renew the key before it expires.

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The combo button reads Combos unavailable

The tooltip shows Combos unavailable · Session Key lacks the combo scope. The Session Key of the account cannot trade combos yet. Tell the person who set up your account. Their steps are in Session Key setup.

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The sign-in page shows Too many attempts

After five wrong passwords, the app locks the sign-in. The page shows Too many attempts · wait 30s and counts down.
  1. Wait until the countdown ends.
  2. Type the password carefully.
  3. If the message comes back, wait again. The lock lasts 1 minute after the fifth wrong password, and doubles with each wrong password after that, up to 15 minutes.

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There is no sound

  1. Click or press a key in the app tab. A browser plays sound only after this.
  2. In Settings › Notifications, make sure that Volume is above 0.
  3. Make sure that the notification kind has Sound selected.
  4. If more than one app tab is open, use the tab that you want to hear. Only the tab that you used last plays sound.
See Choose where notifications go.

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There are no desktop notifications

A desktop notification shows only while the app is not in front, or when In-app is off for that kind. If the Desktop column shows Blocked in this browser:
  1. In the settings of your browser, allow notifications for the app.
  2. Reload the page.

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Deposit or withdraw

Use polymarket.com. The app has trade-only credentials. It can place and cancel orders and read your account. It cannot deposit, withdraw, transfer or claim. Deposits and withdrawals show in Portfolio › Activity as Transfer in and Transfer out.

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Claim winnings

  1. In Portfolio, select Redeemable.
  2. On a winning row, click Claim on polymarket.com.
  3. Claim on polymarket.com.

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Good to know

  • The server keeps a record of each order. It writes the request before it sends the order, then the result of the checks, then the answer from Polymarket. Nobody can change the record after it is written, and it holds no keys. The person who runs the server can check it against the order and trade history on Polymarket.
  • For a problem on the server, the person who runs it uses the incident runbook.