Contact Support

Get direct help from the Polynomial team for technical issues, account problems, or general inquiries.

Support Channels

  • Support Channel: #technical-support

  • Response Time: Usually within hours

  • Best For: Technical issues, quick questions, community support

Email Support

Twitter

  • Account: @PolynomialFi

  • Direct Messages: Available for urgent issues

  • Public Mentions: For general questions

  • Response Time: Varies

  • Best For: Quick questions, public inquiries

What to Include in Your Support Request

For Technical Issues

  • Detailed Description: Explain the problem clearly

  • Steps to Reproduce: How did the issue occur?

  • Screenshots: Visual evidence of the problem

  • Transaction Details: Include transaction hashes if applicable

  • Wallet Information: Which wallet you're using

  • Browser/Device: Technical specifications

For Account Issues

  • Account Details: Your wallet address (public key only)

  • Issue Description: What's not working?

  • Timeline: When did the issue start?

  • Previous Actions: What have you tried?

  • Expected vs. Actual: What should happen vs. what's happening

Common Support Topics

Trading Issues

  • Order execution problems

  • Position management issues

  • Fee calculation questions

  • Liquidation concerns

  • Cross-margin questions

Staking Issues

  • Deposit/withdrawal problems

  • Reward calculation questions

  • Points system inquiries

  • Bridge timing issues

  • Unstaking problems

Technical Issues

  • Wallet connection problems

  • Transaction failures

  • Bridge delays

  • Polynomial wallet issues

  • Network connectivity

Response Times

Discord Support

  • General Questions: 1-4 hours

  • Technical Issues: 2-8 hours

  • Urgent Issues: 1-2 hours

  • Business Hours: Faster response during business hours

Email Support

  • General Inquiries: 24-48 hours

  • Technical Issues: 24-72 hours

  • Business Inquiries: 48-72 hours

  • Weekend/Holidays: Longer response times

Before Contacting Support

Check These Resources First

Try These Solutions

  • Refresh the page: Simple but often effective

  • Clear browser cache: Resolves many display issues

  • Check network connection: Ensure stable internet

  • Verify wallet connection: Make sure wallet is properly connected

  • Wait for transactions: Some operations take time

Privacy and Security

Information We Need

  • Public wallet addresses: For account verification

  • Transaction hashes: For transaction issues

  • Error messages: For technical problems

  • Screenshots: For visual issues

Information We Don't Need

  • Private keys: Never share these

  • Seed phrases: Keep these secure

  • Passwords: We don't need these

  • Personal information: Beyond what's necessary

Emergency Contacts

Security Issues

  • Discord: #security channel

  • Immediate response: For security concerns

  • Confidential handling: Sensitive information protected

Critical Issues

  • Discord: @moderators for urgent issues

  • 24/7 monitoring: For critical platform issues

  • Rapid response: For system-wide problems

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