#Exolane Support Guide

Use this section before you ask for help in community channels or report an issue. It is designed to answer common Exolane questions quickly, reduce scam risk, and make any report easier to investigate.

#Exolane Support At A Glance

Topic Official source
Website and app exolane.com
Documentation docs.exolane.com
Official links Official Links
Community discord.gg/exolane
Announcements and impersonator reports x.com/exolanedex
Security disclosures [email protected]
Network Arbitrum One
Supported collateral Native Arbitrum USDC only

#Read This Before You Reach Out

  1. Verify the URL and use only the links listed on Official Links.
  2. Confirm your wallet is on Arbitrum One and has enough ETH for wallet transactions such as deposits and withdrawals.
  3. Wait one oracle update if an order, balance, or PnL panel has not refreshed yet. Normal settlement time is usually 1-5 seconds.
  4. Open the issue guide below that matches your problem.
  5. Collect your wallet address, transaction hash, market, approximate time, and a screenshot before posting for help.

#Important Reminders

  • Exolane is non-custodial. Support cannot restore wallet access, reverse a blockchain transaction, or manually rewrite a trade.
  • Exolane will never ask for your seed phrase, private key, or a transfer to a "recovery" address.
  • Exolane will never DM you first with a support or recovery offer.
  • Security issues should go to [email protected], not a public post with exploit details.

#What Exolane Can Help Clarify

  • Whether a deposit, withdrawal, order, or liquidation matches the documented protocol rules.
  • Which docs page or on-chain record explains what happened.
  • Whether a problem looks like wallet state, browser state, oracle timing, or expected protocol behavior.
  • How to report a reproducible product bug or security issue with enough context to investigate it.

#What Exolane Cannot Do

  • Recover a seed phrase or private key.
  • Reverse an on-chain transaction.
  • Restore funds lost to phishing or wallet compromise.
  • Manually change execution prices, liquidations, or account balances outside protocol rules.

#Choose The Right Guide

#Common Support Questions

#My wallet will not connect

Start with Wallet and Connectivity Issues. Most cases come from the wrong network, a stale wallet session, or a browser-level connection issue rather than a protocol problem.

#My deposit is not showing

Start with Deposits, Withdrawals and Balances. Confirm the transaction succeeded on Arbitrum One and that you used native Arbitrum USDC rather than bridged USDC.e.

#My order filled at a different price than the quote

Start with Orders, Pricing and Liquidations. Exolane settles at the next valid oracle price, so a changed price during the pending window is expected behavior.

#My order is still pending

Pending orders usually settle in 1-5 seconds. If the oracle is stale, trading pauses until fresh prices arrive.

#I was liquidated even though the market bounced back later

Liquidation is based on the price that triggered the liquidation. Once initiated, later price recovery does not undo it.

#I found a fake site or impersonator

Use Security and Scam Response immediately. Stop signing, verify official links, and report the impersonator.

#What To Include In A Help Request

Detail Why it matters
Wallet address Identifies the account and chain activity involved
Transaction hash or order hash Lets others verify what happened on-chain
Market and action Distinguishes deposit, withdrawal, open, close, SL/TP, liquidation, or margin change
Approximate time and timezone Helps line up oracle updates and transaction ordering
Screenshot or screen recording Captures UI state that may not be visible on-chain
Browser and wallet name Helps isolate wallet-specific or browser-specific issues
Exact URL used Helps detect phishing or unofficial frontends

Short reports without hashes or wallet details are usually impossible to investigate properly.

#Next Steps