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Never share your private key. Not with support, not in a Discord channel, not in a direct message from someone offering to fix your account. Nobody at Ballista will ever ask for it, and no legitimate troubleshooting needs it. See Your wallet and keys.

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Where to ask

There are two routes, both reachable from the footer of the Ballista website:
  • Email — [email protected]. Use this for anything specific to your account, and for anything you would rather not post in public.
  • Discord — the community server. The invite is in the site footer and on the extension’s download page. Best for questions that are not account-specific.
Start from the site rather than from a link someone sent you; the footer is where the current invite lives.
Only follow Ballista links from the official site or from the bot you already registered with. Impersonation is common in prediction-market communities, and an account that DMs you first is a bad sign.

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What to include

The more of this you give up front, the fewer round trips it takes:
  • Which surface — Telegram bot, web terminal or Chrome extension. Behaviour differs between them and it is the first thing anyone will ask.
  • What you were doing — “placing a limit buy”, “creating a copy trade”, “opening the deposit dialog”.
  • The exact error text. Ballista’s messages are specific on purpose; “it didn’t work” loses all of the information the message was carrying.
  • Roughly when it happened, with a timezone.
  • The market, if it is about an order — a link or a slug.
  • The target wallet, if it is about a copy trade or a backtest.

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Check these first

A lot of reports resolve into something already documented:
You have not registered yet. Accounts are created only in the Telegram bot — see Create your account.
Orders under about a dollar round to zero at the exchange. See Limits.
Limit prices are placed in whole cents and snapped to the nearest one. See Placing orders.
There isn’t one. Export your key and withdraw through Polymarket — see Your wallet and keys.
You cannot — the bot is buy-only. Close positions from the web terminal or the Chrome extension. See Placing orders.
Coverage is uneven across the three surfaces on purpose. The table in What Ballista does not do says which surface has what.
Expected. The key is the signing address; your balance is in the Polymarket proxy wallet it controls. See Your wallet and keys.
A dash means unmeasured, not zero, and the interface says what would fill it in. See Trader profiles.

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What support cannot do

Ballista places your orders on Polymarket; it does not run the market. Nobody can reverse a fill, change how a market resolved, refund a deposit, or recover funds sent to a wrong address on the wrong chain. Those are properties of the exchange and of the blockchain, not settings.

What Ballista does not do

Most “is this broken?” questions are answered here.

Limits

The bounds that produce the most common error messages.