Answers to the questions we hear most often. If your question is not covered here, contact [email protected].
Getting Started
How do I create an account? Click Sign In, choose email + password or a supported social provider, and follow the prompts. You must be at least 18 and located in a jurisdiction where the Platform is available.
What languages are supported? English, Traditional Chinese (繁體), and Simplified Chinese (简体). You can switch languages from the header at any time.
Deposits
Which tokens and networks are supported? USDC and USDT on Polygon.
How long do deposits take? Deposits are credited after the required number of Polygon confirmations, typically within a few minutes.
I sent to the wrong address or wrong chain — can you recover it? No. Blockchain transactions are irreversible. Trueindex has no ability to recover funds sent to an incorrect address, wrong chain, or unsupported token. Always double-check the deposit address, network, and token before sending.
Withdrawals
How do I withdraw? Go to Withdraw, choose the token, enter the destination Polygon address, and confirm the amount. Withdrawals are subject to a minimum amount and network fees.
Why is my withdrawal pending? Withdrawals may be queued during high network congestion, security review, or compliance screening. Most complete within minutes.
I entered the wrong withdrawal address — what happens? Once broadcast, the transaction cannot be reversed. You are solely responsible for verifying every withdrawal address before confirming.
Trading
How are prices set? Prices reflect the collective view of buyers and sellers, adjusted by market-making liquidity.
What does a price of 0.65 mean? The market currently prices the YES outcome at 65 cents on the dollar — an implied probability of about 65%.
Can I cancel a trade? Executed trades are final. You can close a position by trading the opposite side at the current price.
Market Resolution
How are markets resolved? Each market has published Resolution Criteria listing the exact sources and rules used to determine the outcome. See our Market Integrity Policy for the full process.
What if the event is cancelled or postponed indefinitely? The market may be resolved as "N/A" and open positions refunded at fair value at the time of suspension.
I think a market was resolved incorrectly. Submit a dispute to [email protected] within 7 days of resolution.
Security
How do I keep my account safe? Use a strong, unique password, enable any available second factor, keep your seed phrase offline, and never share your password or seed phrase with anyone — including anyone claiming to be Trueindex support. We will never ask for your password or seed phrase.
My account has been compromised — what do I do? Contact [email protected] immediately with the details.
Contact
- General support: [email protected]
- Privacy: [email protected]
- Legal: [email protected]
- Market integrity and disputes: [email protected]
- Security: [email protected]