Support and escalation for IBs

Report problems in your shared Slack channel with the one identifier that makes your category diagnosable, because a report without it costs a round trip before anyone can look. For a regulatory or reporting question, lead with the deadline.

IB-specific escalation routes

Four categories reach a different person than an engineering question does. Name the category in your first line so the message is routed once rather than twice.

Category	Route it as	Why it is different
Regulatory or reporting	A regulatory question with a named deadline and date in the first line	The answer is a position, not a fix. Several of the ten reports have no platform source, so the reply may be “that does not exist”, which you need in writing. → Reporting pack
KYC ownership and reliance	A compliance question, to your integration lead, not an API question	Whether you may remit against your own policy depends on AML sign-off, and no timeframe is committed. → You own KYC
Funds handling, omnibus, segregation	A money question, with the exact structure described	The omnibus position is unsettled and we will not confirm a structure implicitly. → Funds handling
Record and naming defects	A go-live blocker, with all three identity strings labelled	There is no self-service correction path for a production record, and one identity mismatch has crash-looped a service on our side. → Naming and record requirements
NFA/CFTC demo scheduling	A regulatory deadline, with the date and the environment question	Preprod markets do not resolve, so the demo environment is an open question that needs answering before the date, not on it

No out-of-hours or regulatory escalation path is published, and no response-time targets exist for any severity. Do not build an internal SLA, or a filing plan, on top of ours. Ask your integration lead to name the escalation path and the out-of-hours route in writing, and pin it. If a report that carries a regulatory deadline has had no reply, re-post it in the channel rather than waiting in the thread, and tag your integration lead by name.

What to include on a regulatory or reporting question

One identifier per category does most of the diagnostic work. Include it in the first message.

Category	The identifier that makes it diagnosable	Also include
Report cannot be produced	The report name from the pack, exactly as your regulator names it	The period, the format the regulator expects, and the source you tried (RPC, endpoint or stream). Say plainly whether you need data or a position
Report figure disagrees with ours	The traded day and the `symbol`	The two numbers that disagree, with their scales named, and which side you believe is right. Fee disagreements are scale errors far more often than fee errors
Report query fails or times out	The endpoint path and the verbatim error	Whether the call was symbol-filtered — unfiltered `POST /v1/report/trades/search` hits the 30-second CloudFront 504 about two thirds of the time — and the page token behaviour you saw
Historical data missing	The date range that returns empty	Whether the range crosses a maintenance window. Stored execution history is archived during maintenance and pre-maintenance execution queries return empty
Ledger entry type refused	The `LedgerEntryType` you requested and the `Aborted` / 409	Twelve internal types are suppressed; ask whether the figure you need is reachable another way
Balance or margin figure	The account string, and which of the six `GetAccountBalance` fields you used	Whether the account is a firm account or a participant clearing account — the read fails with `InvalidArgument: invalid account` on the latter. For open shorts, say so: the collateral question is unresolved
Regulatory position	The clause or rule you are being held to	Your reading of it, and what you will do absent an answer. Ask for the reply in the channel in writing, not in a call
Demo scheduling	The date	The environment you propose and what you need to demonstrate. If it includes a settled market, say so — preprod cannot show one
Record or naming defect	The `participantId`, the `external_id`, and all three identity strings labelled	What the record currently says and what it must say
Agreement or attestation	The clause and the page number	Signature pages 8, 10, 11 and 15, the W9 TIN and CP575 are the usual rejection causes — check those before asking

Two rules that apply to every category:

Quote errors verbatim, including the gRPC status code. An exchange-level rejection arrives as gRPC OK with status = REJECTED, so “it failed” and “the RPC errored” are different reports with different causes.
Name the environment in the first line. Several behaviours differ, and preprod has no status signal, so we cannot infer it.

Never put customer PII or SSNs in the shared channel, including for debugging. Quote the external_id and the participantId instead. There is no published guidance on what an IB may share about its own customers in a support channel.

Four current pages tell partners to quote correlation and workflow_id identifiers in a support request, to a destination that is only an email address.Capture both if you have them and put them in your Slack message. Do not rely on an email route reading them.

Severity

Say the severity in the first line. These are the categories we act on:

Severity	What it means	What you say
Money	Real or test funds are in the wrong place, a fee looks wrong, a customer could be paid twice, or a balance cannot be reconciled	Lead with “this moves money”. Include the amount and the direction
Regulatory deadline	A filing, a report or a demo has a date	Lead with the date and the rule. Say what you will file absent an answer
Go-live blocker	A gate cannot pass, or a launch date is at risk	Lead with “this blocks go-live” and name the date
Production degraded	A live production path is failing or slow for real customers	Lead with “production”, the start time, and the error rate you see
Preprod blocked	You cannot make progress in preprod. Thin books, an unfunded pool and a missing resolution all land here	Say what you were trying to test, so we can tell you whether it is testable at all
Question	Behaviour you do not understand, no customer impact	Name the page you read and what it did not answer

Where to check status first

status.polymarketexchange.com covers production. Check it before reporting a production incident, and quote it if it disagrees with what you see.
There is no preprod status signal at all. No status page, no maintenance calendar, and no partner-checkable health endpoint.

GET /v1/health is not a usable liveness check. It is documented as returning {"status":"ok"} with no auth, and partners have reported 404 in production and 401 in preprod against it. Because you cannot check preprod yourself, report an unexplained preprod failure with a timestamp and treat it as ours until shown otherwise.

Routes that are not yet defined

institutional@polymarket.us is the published route, and it is not the right route for a partner already live on preprod. Once you are integrating, your shared Slack channel is where work happens.

No page states the correct route for a partner already live on preprod.Ask your integration lead to name the route and the out-of-hours path in writing, and pin it in your channel. Until that exists, the channel plus a named person is your only route.

There is no published intake route for a prospective partner, which has produced inbound from entities claiming agreements that do not exist. If you are asked to refer someone, refer them to your integration lead rather than to an address.

What can go wrong

Symptom	Cause	What you do
Your report gets no reply	The message was untagged, or tagged in the namespace nobody watches	Re-post and tag a person by name. Ask which handle to tag and pin the answer
A regulatory question comes back as an engineering answer	It was routed as an API question	Re-post with the rule, the deadline and the date in the first line
You are asked for an identifier you did not keep	The category’s key identifier was not captured at the time	Log `idempotency_key`, `clord_id`, `external_id`, `event_id` and `resume_token` presence on every call, before you need them
A verbal answer on a compliance position cannot be relied on later	It was given in a call	Ask for it in the channel in writing. Positions on KYC reliance and omnibus structure are the two that matter most
You cannot tell whether preprod is down	There is no preprod status page, calendar or health endpoint	Report it with a timestamp. Assume ours, not yours
A support answer contradicts a docs page	A correction was issued in Slack rather than as a changelog entry	The changelog is the only authoritative change record. Ask for the entry

Reporting and bulk export

Start here

1. Connect

2. Onboard users

3. Fund

4. Trade

5. Stream

6. Settle

7. Operate

If you are an IB

IB-specific escalation routes

What to include on a regulatory or reporting question

Severity

Where to check status first

Routes that are not yet defined

What can go wrong

Next

​IB-specific escalation routes

​What to include on a regulatory or reporting question

​Severity

​Where to check status first

​Routes that are not yet defined

​What can go wrong

​Next

IB-specific escalation routes

What to include on a regulatory or reporting question

Severity

Where to check status first

Routes that are not yet defined

What can go wrong

Next