Troubleshooting

If you cannot log in, use the password reset flow to set a new password. The reset code is sent to the email address on your account.

1. 1Go to the login page and click "Forgot password?".
2. 2Enter your account email address and submit the form. The system always shows a success message — this prevents anyone from guessing which email addresses are registered.
3. 3Check your inbox for an email from SatoriEx. Copy the reset code from the email and paste it into the reset form. The code expires after 30 minutes.
4. 4Enter and confirm your new password, then submit. You will be able to log in immediately with the new password.

If the email does not arrive within a few minutes, check your spam folder. Each reset code can only be used once. If 30 minutes have passed, restart the process to get a new code.

Two-factor authentication adds a second check at login using an authenticator app on your phone (such as Google Authenticator, Authy, or any TOTP-compatible app). When 2FA is enabled, you must enter a 6-digit code from the app every time you sign in.

Enable 2FA under Account Settings — open Settings, go to Security, and follow the on-screen steps to link your authenticator app. If you lose access to your authenticator, email [email protected] from your registered address with proof of identity.

Lost your phone and cannot access your authenticator app? Email [email protected] from your registered email address with proof of identity. Account recovery is manual and may take 1–2 business days.

If your identity document is rejected, you will see a "Rejected" status on the KYC page along with the reason. This does not permanently close your account — you can resubmit.

1. 1Open the KYC page and read the rejection reason shown below your document status. Common reasons include: image too blurry, document expired, name does not match account, or document type not accepted.
2. 2Prepare a new document that addresses the issue — for example, a clearer photo, a non-expired ID, or a different document type.
3. 3Upload the new document on the KYC page and submit. Your resubmission goes into the review queue. Review typically takes 1–2 business days.

There is no in-app appeal form. If you believe a rejection was an error, email [email protected] with your account email and a brief explanation. An admin reviews KYC decisions manually.

Deposits work by monitoring your on-chain proxy wallet for incoming USDC. The platform waits for a set number of block confirmations before crediting your balance.

The default finality depth on Polygon is 128 block confirmations. Blocks arrive approximately every 2 seconds, so 128 confirmations take about 4–5 minutes after your transaction is included in a block. Total time from sending to balance credit is typically 5 minutes under normal network conditions, but can be longer if the network is congested or if your sending exchange adds its own delay.

If your balance has not updated after 30 minutes and the on-chain transaction shows enough confirmations on a block explorer, email [email protected] with your transaction hash.

Withdrawals go through a review queue before being sent on-chain. The steps are:

1. 1You submit a withdrawal request. Your SatoriEx balance is debited immediately and the request enters the review queue.
2. 2An admin reviews and approves the withdrawal (or it is approved automatically if it falls below the auto-approve threshold set in the platform business rules). Review is typically completed within a few hours during business hours; overnight requests may take until the next business day.
3. 3Once approved, the platform signs and broadcasts the USDC transfer on-chain. The funds appear in your receiving wallet after the transaction is confirmed — usually within a few minutes.

Your first withdrawal includes a one-time $2.00 USDC fee that recovers the gas cost of deploying your on-chain proxy wallet (the wallet itself is deployed when your deposit address is created). This fee is deducted from the withdrawal amount. Subsequent withdrawals do not carry this fee.

A market is automatically halted when its price moves more than the platform's circuit breaker threshold (currently 30%) within a 60-second window. The threshold is configurable by platform operators. Halting protects traders from abnormal price swings caused by thin liquidity or manipulation.

While a market is halted, new orders cannot be placed and no trades will execute. Your existing open orders remain in the system but are paused — they are not cancelled automatically. You can cancel your open orders at any time, even while the market is halted. The market banner or status indicator on the market page will show "Halted". A market can only resume when an admin manually reviews and re-activates it. You will receive an in-app notification when the market resumes. There is no guaranteed timeline for resumption.

If you believe a market was halted incorrectly or want to understand the cause, contact [email protected]. Admins also receive a notification when a circuit breaker triggers.

You can cancel any open order that has not yet been fully matched. Partial fills are possible — if your order is partially matched before you cancel, the matched portion stands and only the remaining unfilled quantity is cancelled.

1. 1Go to your Portfolio page and find the order under "Open Orders".
2. 2Click the cancel button next to the order. Cancellation is processed immediately.
3. 3If you placed a buy order, the funds held in escrow for the unfilled quantity are returned to your available balance instantly. No fee is charged for cancellation.

The trading fee (1.5% of seller proceeds) is only deducted at the moment a trade is matched, not when an order is placed. Cancelling an unmatched order costs nothing.

If you believe a market was resolved incorrectly, you can file a dispute within 2 hours of the resolution announcement. Filing requires a $10.00 refundable bond.

1. 1Open the resolved market page. If the 2-hour dispute window is still open, you will see a "File Dispute" button. Click it.
2. 2Enter your reason for disputing the resolution. The $10.00 bond is deducted from your available balance when you submit.
3. 3Your dispute enters the admin review queue. Settlement of the market is blocked while any open dispute exists. You receive an in-app notification when the dispute is resolved.
4. 4If your dispute is upheld (the resolution was wrong), the market returns to active (trading) status, your $10.00 bond is returned, and you receive a $5.00 reward. Admins must then propose and confirm a new resolution before another 2-hour dispute window opens — there is no automatic reset. If your dispute is dismissed (the original resolution was correct), your $10.00 bond is forfeited to the dispute reserve pool.

Only one dispute per user per market is allowed. The 2-hour window is measured from the time the market was first marked as resolved. If you miss the window, you cannot file — there is no extension.