Access & account
Sign-in problems, account access, subscription status and access that did not activate as expected.
contact@polycerno.comSUPPORT
Help when something does not look right.
Account access, payment, refund, product-data, privacy and security support are handled through one contact.
Payment & refund
Order status, supported-token payments, underpayments, late payments and eligible refund requests.
contact@polycerno.comProduct & data
Missing or delayed fields, replay issues, unexpected quality states and questions about how a panel is calculated.
contact@polycerno.comPrivacy & security
Privacy requests, suspected account compromise, vulnerability reports and other security concerns.
contact@polycerno.comWhat to include
Describe what happened and what you expected to happen. When relevant, include the affected page, order ID, transaction hash, session or market identifier, approximate time and your browser or device. Screenshots are helpful, but remove unrelated personal information first.
Protect your credentials
PolyCerno will never ask for a wallet seed phrase, private key, Google password, one-time authentication code or remote access to your device. Do not email those credentials. A public wallet address and public transaction hash may be requested when they are needed to investigate a payment or complete an approved refund.
Payments and refunds
Open the affected order in your account before contacting support. The order records the required network, token contract, amount, deposit address, expiry and observed transactions. Eligible seven-day refund requests are started from the activated order so the request can be matched safely.
Privacy and security requests
Use the email address associated with your account when possible. We may need to verify that you control the account before disclosing, correcting or deleting account information. For a security report, include reproducible steps and the affected URL without accessing another person’s data or disrupting the service.
Response target
We aim to acknowledge ordinary support requests within two business days. Security reports and active access failures are triaged as soon as practical. These are service targets, not guaranteed response times or service levels.