# Troubleshoot (/docs/risex/troubleshoot)

Answers to the questions we get most often, grouped the same way as our Discord ticket menu. If you still need help after reading, open a support ticket and pick the matching option below. Most tickets are triaged within business hours. Complex cases (deposit recovery, liquidation review) can take longer.

<Callout type="warn" title="Stay safe">
  Our team will never DM you first, and will never ask for your seed phrase, private key, or password.
</Callout>

## Technical Support

*Account issues, deposits and withdrawals, liquidations, SL/TP, fees, or a bug on the app. In the ticket menu: Technical Support.*

### Deposits

<Accordions>
  <Accordion title="I deposited but my balance didn't update">
    First check that you sent **USDC** on **Arbitrum**, and at least the **\$20 minimum**.

    * **Below \$20:** top up so your total reaches \$20 and the deposit credits automatically.
    * **Right token and chain, above \$20, still not showing after 30 minutes:** open a ticket (**Technical Support → My Issue**) with your wallet address and the deposit tx hash.
  </Accordion>

  <Accordion title="I sent the wrong token (e.g. USDT) or used the wrong chain">
    In most cases these funds can be recovered. Open a ticket (**Technical Support → My Issue**) and tell us:

    1. Your wallet type (e.g. MetaMask, Rabby, social login)
    2. Which chain and token you sent
    3. Whether you've deposited USDC to RISEx before

    We'll walk you through the recovery from there. Never share your seed phrase or private key with anyone offering to "recover" funds for you.
  </Accordion>

  <Accordion title="I signed up with Google / social login and my deposit is stuck">
    Open a ticket (**Technical Support → My Issue**). Social-login wallets need our team to help with recovery.
  </Accordion>
</Accordions>

### Withdrawals and bridging

<Accordions>
  <Accordion title="My withdrawal hasn't arrived">
    Withdrawals travel through a cross-chain bridge (LayerZero). You can track any transfer on [LayerZero Scan](https://layerzeroscan.com/) by searching your wallet address or tx hash.

    If it has been more than **30 minutes**, open a ticket (**Technical Support → My Issue**) with your tx hash. Bridge delays occasionally happen when the network is congested.
  </Accordion>

  <Accordion title="Is there a withdrawal fee?">
    Yes, **\$1** per withdrawal. Bridging also has a network gas fee set by LayerZero, which varies with network conditions.
  </Accordion>
</Accordions>

### Stop Loss and Take Profit

<Accordions>
  <Accordion title="My SL or TP didn't trigger">
    The most common reason: **SL and TP trigger on the mark price, not the last traded price on the chart.** The two can differ, especially in fast markets. If the mark price never reached your trigger, the order correctly didn't fire.

    Before opening a ticket, check whether the mark price actually crossed your trigger level.
  </Accordion>

  <Accordion title="Stop Market vs Stop Limit: which should I use?">
    * **Stop Market** is built to fill once triggered, but in a fast move it fills across several order book levels, so your average price can be worse than the trigger.
    * **Stop Limit** caps the price you'll accept, but if the market moves past your limit quickly, it may not fill at all.
  </Accordion>

  <Accordion title="My SL filled at a worse price than I set">
    Stop Market orders fill at the best available prices once triggered. In a fast move, that's a weighted average across the order book, not the trigger price itself.
  </Accordion>

  <Accordion title="When should I open a ticket about SL/TP?">
    If you had an SL set, the mark price clearly crossed it, and the order didn't fire (or your position was liquidated instead). Open a ticket (**Technical Support → My Issue**) with your wallet address, the market, the approximate time with your timezone, and a screenshot of the order.
  </Accordion>
</Accordions>

### Liquidations

<Accordions>
  <Accordion title="When does liquidation happen?">
    RISEx tracks your account's **Health Factor**: your equity divided by the maintenance margin you need. When it drops **below 1**, the account is liquidated.

    Maintenance margin is set per market at **two-thirds of the initial margin at that market's max leverage**, whatever leverage you choose. For example, on a market with 10x max leverage, initial margin at max is 10%, so maintenance is about 6.67% of your position value. This means high-leverage positions are liquidated closer to your entry than many traders expect.
  </Accordion>

  <Accordion title="Why was my whole position closed and not just part of it?">
    Partial liquidation on RISEx works at the **account level**, not inside a single position. The engine closes whole positions, one at a time, until your account is healthy again. If you only had one position open, closing all of it is expected behavior.

    If the engine kept closing positions **after** your account was already healthy, open a ticket (**Technical Support → My Issue**) and we'll review it.
  </Accordion>

  <Accordion title="The price in my liquidation order is different from where it filled">
    The price shown on a liquidation order is a **price limit** that protects the close from filling too far away in a fast market. It isn't the price that triggered the liquidation. Your actual fill price is shown as the average price.
  </Accordion>

  <Accordion title="Is there a liquidation fee?">
    Yes, **1%** of the liquidated position value, on top of the normal trading fee.
  </Accordion>

  <Accordion title="Does Cross margin matter?">
    Yes. In Cross mode, all your open positions share one pool of equity. A loss on one position reduces the room every other position has before liquidation.
  </Accordion>
</Accordions>

### Funding

<Accordions>
  <Accordion title="How does funding work?">
    Funding is paid **every hour**. When the rate is positive, longs pay shorts. When it's negative, shorts pay longs. The payment is your position size times the price times the funding rate. Full mechanics: [Funding](/docs/risex/trading/funding).
  </Accordion>

  <Accordion title="Why did I pay so much funding?">
    Because funding is hourly, it adds up on positions held for days, especially on one-sided markets where the rate stays high. As an example, a \$10,000 position at a 0.01% hourly rate pays about \$1 per hour, which is about \$24 per day or \$168 per week.
  </Accordion>

  <Accordion title="What do &#x22;All-time&#x22; and &#x22;Since change&#x22; mean in Est. Funding?">
    * **All-time:** total funding since the position was opened.
    * **Since change:** funding since you last changed the position size.
  </Accordion>
</Accordions>

### Fees and tiers

<Accordions>
  <Accordion title="How do fee tiers work?">
    Your tier is based on your trading volume over a rolling 14-day window. Once you reach a tier, it stays for 30 days, then it's recalculated from your recent volume. Current tier table: [Trading fees](/docs/risex/trading/fees).
  </Accordion>

  <Accordion title="Is there a maker rebate program?">
    Not yet. We'll announce it when it's live.
  </Accordion>
</Accordions>

### Reporting a bug

<Accordions>
  <Accordion title="How do I report a bug?">
    Open a ticket (**Technical Support → Bug Report**) and share where you saw it (page, mobile or desktop, browser or app), the steps to reproduce, what you expected vs what happened, and a screenshot or short recording if you can.
  </Accordion>
</Accordions>

## Partnerships

*Affiliate / KOL, market makers, ecosystem integrations, or media. In the ticket menu: Partnerships.*

<Accordions>
  <Accordion title="What is the Affiliate Program and how do I apply?">
    An invite-only program for creators and community leaders. Affiliates earn fee rebates and a points boost, and the users they refer also get a points boost. Details: [Referrals and Affiliates](/docs/risex/rewards/Referrals-Affiliates-Program). To apply, open a ticket (**Partnerships → Affiliate / KOL**).
  </Accordion>

  <Accordion title="I'm a market maker. How do I get in touch?">
    Open a ticket (**Partnerships → Market Maker**) with your firm name, your monthly maker volume and venues, and your RISEx wallet if you already trade with us.
  </Accordion>

  <Accordion title="I want to integrate RISEx into my project">
    Fill out our [ecosystem form](https://go.rise.trade/eco-form), then open a ticket (**Partnerships → Ecosystem / Integration**) so we can follow up.
  </Accordion>

  <Accordion title="I'm from the media or press">
    Open a ticket (**Partnerships → Media / Press**) with your outlet, the type of coverage, and any deadline.
  </Accordion>
</Accordions>

## Builders

*Building an app, bot, or terminal on RISEx. In the ticket menu: Builders.*

<Accordions>
  <Accordion title="How do I set up a builder code?">
    Builder codes are permissionless. Follow the Builder Codes guide on [developer.rise.trade](https://developer.rise.trade/) to register and start routing orders. If you get stuck mid-integration, open a ticket (**Builders → Builder Code Setup**).
  </Accordion>

  <Accordion title="Where are the API docs?">
    [developer.rise.trade](https://developer.rise.trade/) covers the REST and WebSocket APIs, signing, and order placement. Still stuck? Open a ticket (**Builders → API / SDK Questions**) with the endpoint, the exact error or request ID, and a snippet of your request.
  </Accordion>

  <Accordion title="How do I get API tier access (lower latency, higher rate limits)?">
    API tier access is granted after a review of your trading. Open a ticket (**Builders**) and share your wallet address and a short description of your strategy.
  </Accordion>
</Accordions>

## Something Else

*Points and rewards, referrals, competitions, security, or general feedback. In the ticket menu: Something Else.*

### Points and rewards

<Accordions>
  <Accordion title="How do I earn points?">
    Points are distributed weekly based on your **share** of qualifying activity across the whole platform: trading volume (maker and taker), order activity, costs incurred (fees, slippage), and position metrics (open interest and hold time). You also earn an extra 10% of your invitees' points. The exact weightings aren't published and change each week, to keep things fair. Details: [Points](/docs/risex/rewards/points).
  </Accordion>

  <Accordion title="How many points are distributed, and when?">
    Season 1 (Ignite) started 20 July 2026. **200,000 points** are distributed each week. Season 1 runs until no later than Q2 2027.
  </Accordion>

  <Accordion title="I traded but got very few points">
    Points are a share of the entire platform's weekly activity, not a fixed rate per dollar traded. Smaller volume works out to a small share of the pool. Profit isn't listed as a qualifying activity.
  </Accordion>

  <Accordion title="Do points convert to a token?">
    100% of points go to RISEx users. Conversion, vesting, and TGE details haven't been announced yet.
  </Accordion>
</Accordions>

### Referrals and invite codes

<Accordions>
  <Accordion title="Where do I find my invite code?">
    On your profile page in the RISEx app. A custom referral link is generated for you when you sign up.
  </Accordion>

  <Accordion title="How many invite codes do I get?">
    There's no cap. Share your referral link as often as you like.
  </Accordion>

  <Accordion title="What do I earn from referrals, and what do my invitees get?">
    You earn an extra 10% of the points your invitees earn. It doesn't reduce their points. On the standard referral program, invitees don't receive an extra bonus themselves.
  </Accordion>

  <Accordion title="How is my referral volume counted?">
    See [Referrals and Affiliates](/docs/risex/rewards/Referrals-Affiliates-Program) for how referred volume is tracked.
  </Accordion>
</Accordions>

### Competitions

<Accordions>
  <Accordion title="How is my competition scored?">
    Each competition has its own scoring rules, listed on its competition page. If your score or rank looks off, open a ticket (**Something Else → Competitions**) with the competition name, your wallet address, and what looks wrong.
  </Accordion>
</Accordions>

### Security

<Accordions>
  <Accordion title="What will the RISE team never do?">
    * DM you first
    * Ask for your seed phrase, private key, or password
    * Ask you to sign something outside the RISEx app
    * Send you a "claim" or "recovery" link in DMs
  </Accordion>

  <Accordion title="I think my wallet was compromised">
    Move any remaining funds to a new, safe wallet right away, then open a ticket (**Something Else → Security / Hacked Account**). Tell us your affected wallet address, what happened and when, and any link or message you interacted with.
  </Accordion>
</Accordions>

### Feedback

<Accordions>
  <Accordion title="I have a feature idea or product feedback">
    We'd love to hear it. Open a ticket (**Something Else → Feedback or Other**) and tell us what you'd like to see.
  </Accordion>
</Accordions>