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Use this page when a user reports a failed deposit, withdrawal, registration, or order request and the failure reason is still unclear.
1

Confirm what failed

Collect the wallet address, builder ID, chain, market symbol, timestamp, and any transaction hash, order ID, or API error message.
Distinguish between an on-chain transaction failure and an Orderly API or order placement failure before continuing.
2

Check the relevant flow and prerequisites

For wallet and account setup issues, verify that the user followed the Accounts and Wallet Authentication guides.For trading requests, confirm that the user submitted the correct payload and review the API error codes.
3

Check chain-specific transaction status

If the failure is on-chain, confirm the user is interacting with a supported deployment from the address list, then inspect the transaction in the relevant explorer for revert reasons, gas issues, or confirmation delays.
4

Escalate with complete context

If the failure is still unresolved, send the collected details, the failing request payload, and any explorer or API response evidence to Orderly support so the issue can be reproduced quickly.