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Start with the exact contract terms that applied to your position—not the market headline. Save the question, payout criteria, designated resolution source, expiration date, and rules version, then compare those terms with the platform’s published result. A canceled event does not automatically mean a refund: the contract may provide for an extension or another settlement method.
What to save before contacting the platform
Preserve the records that let you show what you traded and which terms applied. Save copies rather than relying on a market page that may later change.
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- The platform name and market identifier, plus the exact contract question and your position.
- The rules shown for the position, including any version number or visible timestamp.
- The payout criterion, designated resolution source, cutoff or expiration date, and any cancellation, postponement, or rescheduling clause.
- Your trade or order records, notices, balance and settlement history, and screenshots of the market and result.
- Dated publications from the designated source and every message exchanged with support.
The Commodity Futures Trading Commission (CFTC) says customers are entitled to timely, transparent information about event-contract terms, including payout and how settlement determinations are made. CFTC consumer guidance on prediction markets and event contracts.
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Check whether the result matches the contract
Read the criteria as written and identify which source and cutoff control. Then compare the platform’s stated outcome with the qualifying event in the contract. A dispute may concern the meaning of the criterion, the source’s report, the cutoff time, or the way the platform applied a special rule.
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Pay particular attention to language about canceled, postponed, or rescheduled events. In one example in a CFTC-filed Polymarket US contract-terms document, an event canceled and not rescheduled before expiration may be settled at last fair market prices or have its expiration extended, subject to the exchange’s review process. That is an example of contract-specific language, not a general rule for prediction markets. The result for an actual position depends on its applicable terms; the filing’s effective status for any particular contract has not been independently confirmed. CFTC-filed Polymarket US contract-terms example.
Write a focused support request
Use the platform’s stated support or dispute route. Keep the message factual, concise, and tied to the contract language.
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- Identify the market, your position, and the relevant transaction or order.
- Quote the rule or payout criterion you believe controls.
- Explain the specific mismatch between that rule and the published result.
- Attach dated official evidence and relevant screenshots or account records.
- Ask which source and rules version controlled, how the payout was determined, and what review route is available.
- Save the sent message, attachments, timestamps, and all replies.
Do not assume a universal response time or appeal deadline. Check the platform’s own terms and notices for any deadline that applies to your market.
Account for platform-specific resolution procedures
Resolution processes are not interchangeable across platforms or products. For example, Polymarket’s Help Center says markets are resolved under predefined rules through the UMA Optimistic Oracle. It describes a two-hour challenge period after a proposed resolution, with a dispute proceeding to further oracle resolution. This procedure should not be assumed to apply to every Polymarket product or to another platform. Check the live market’s rules and the relevant product documentation before acting. Polymarket Help Center: How are markets resolved?
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Contract terms can also change at the contract level. The CFTC filings index is one illustration of contract-specific filings and updates; consult the rules applicable to your position rather than assuming a general rulebook summary governs it. CFTC filings index.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Choose the right escalation route
Before escalating, determine which entity operates the market and its regulatory status, what review process and deadline the contract states, and what kind of error you are reporting. An interpretation or cancellation dispute may require different evidence from a technical account or payment problem.
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- Platform review: Follow the formal route in the applicable terms or platform instructions, and keep a record of the submission.
- Regulator complaint: The CFTC says its Office of Proceedings offers administrative complaint resolution for matters involving certain regulated entities. Whether that route applies depends on the entity and circumstances; it does not guarantee a particular outcome. Check eligibility and jurisdiction before filing. CFTC consumer guidance.
Do not infer a regulator’s jurisdiction or an appeal window from another platform’s procedure. The available guidance does not establish a universal deadline, refund, reversal, or regulator intervention.
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