> For the complete documentation index, see [llms.txt](https://docs.prophetmarket.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.prophetmarket.ai/community/getting-support.md).

# Getting Support

Support runs through [Discord](https://discord.com/invite/F8CZyTrhfW). Prophet publishes no support email address, no help desk and no ticket form, so there is no other route and no private inbox to escalate to.

{% hint style="danger" %}
**Never share a seed phrase or private key**

No member of the Prophet team will ever ask for one, in any channel, for any reason. A request for your seed phrase is an attempted theft regardless of who appears to be asking. The same applies to any request that you send funds somewhere to unlock, verify or release a position.
{% endhint %}

## What to include

A support request that contains the following is usually resolved on the first exchange. One that omits them generally takes several rounds.

| Include                                            | Why it matters                                                |
| -------------------------------------------------- | ------------------------------------------------------------- |
| The market link                                    | Identifies the exact market rather than a description of it   |
| Your wallet address                                | Identifies the position without needing personal details      |
| The transaction hash, if a transaction is involved | Allows the on-chain record to be checked directly             |
| What you expected to happen                        | Separates a fault from a misunderstanding of the mechanics    |
| What actually happened                             | The observable behaviour, rather than an interpretation of it |
| A screenshot, where the issue is visual            | Faster than describing an interface state in prose            |

## Before you ask

A meaningful proportion of support questions concern behaviour that is working as designed. Four topics account for most of them, and each is documented.

Questions about how long a payout takes are answered on the [Resolution](file:///2549687/core-concepts/resolution.md) page, which states the actual timings rather than describing settlement as immediate. Questions about why a trade cost more than expected are answered by [Fees, Spread and Gas](file:///2549687/reference/fees-spread-and-gas.md), which sets out the spread in full. Questions about a market that has been cancelled are answered on the [Cancellation](file:///2549687/cancellation.md) page, including what happens to the collateral. Questions about why a market resolved the way it did are answered by [Resolution](file:///2549687/core-concepts/resolution.md), which explains how the outcome is verified and why the verdict is final.

{% hint style="warning" %}
**Resolution outcomes are final**

There is no appeals process. If you disagree with a resolution you can ask for an explanation of how it was reached, but the verdict itself will not be revisited. The leverage sits earlier in the process, in the resolution criterion written when the market was created, which is why [Markets](file:///2549687/core-concepts/markets.md) is worth reading before you create one rather than after.
{% endhint %}

## What support cannot do

Support cannot reverse a trade, alter a resolution, recover funds sent to an incorrect address, or restore access to a wallet whose keys have been lost. These are properties of an on-chain system rather than policy choices, and no amount of escalation changes them. [Risks](file:///2549687/safety/risks.md) covers the implications in full.


---

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