> ## Documentation Index
> Fetch the complete documentation index at: https://docs.xo.market/llms.txt
> Use this file to discover all available pages before exploring further.

# 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](/product/accounts/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.                   |

<Warning>
  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.
</Warning>

## 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](/guides/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.

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

Reach the team at [gm@xo.market](mailto:gm@xo.market).