Troubleshooting

Fixes for the most common trading, funding, portfolio and claim issues.

Common symptoms

Symptom	Likely cause	What to do
Market order doesn’t execute	No matching liquidity, or the protection price is too strict	Check book depth, reduce size, or use a limit order. Resubmitting won’t create liquidity.
Limit order stays open	The price hasn’t been matched	Review open orders. Wait, cancel-and-replace, or cancel to release reserved funds.
Available balance lower than wallet balance	Cash reserved by resting buy orders	Cancel unnecessary open orders. Trade against free cash, not raw on-chain balance.
Shares unavailable to sell	Shares reserved by open sell orders, or position indexing is delayed	Review open orders, cancel if appropriate, refresh after confirmation.
Claim not visible	Market not terminal, indexer delay, losing side, or already redeemed	Check status and outcome, wait for indexing, review claim history before retrying.
Deposit pending	Provider processing, network confirmation, or verification required	Open the transfer status and keep the transfer ID. Don’t start a duplicate. See Transfer states.
Sent on the wrong network or asset	The route isn’t supported	Stop sending. Contact support with the tx hash, network, asset, amount and timestamp.
Page stops updating	Live stream or API timeout	Refresh once, verify your order or position in the authoritative view, and report the route and time if it repeats.

The common thread in most of these is retrying. When an action is pending, a second submission usually creates a second problem rather than fixing the first. Confirm the current state first.

Trading is paused everywhere

If no market will accept an order, XO may have triggered a protocol-wide pause. Wait for it to lift rather than retrying in a loop. Integrators can detect and handle this directly — see Global trading pause.

What to include when contacting support

• Your XO username and the affected route.
• The market title or slug, and the order ID, transfer ID or transaction hash.
• The exact time and timezone, plus device and browser.
• What you expected, what happened, and whether the action is still pending.
• A screenshot with balances and addresses redacted where you can.

Never share your seed phrase or private key — with support, or with anyone claiming to be support. XO will never ask for them.

Reach the team at [e-mail].