We're here
to help.
Account issues, contest disputes, redemption questions, pack purchases. The fastest way to reach the team is email. Most messages get a reply the same day.
Contact
One inbox, real humans. Include your account email and any relevant IDs (contest, redemption, payment receipt) so we can find your case quickly.
Common Topics
Most issues fall into one of these. If yours doesn't, just write: we read every email.
My PC redemption hasn't arrived
Redemptions are sent as USDC on Polygon. Most arrive within minutes once approved. First-time redemptions and large amounts may require manual review (up to 24 hours). If your redemption hasn't arrived after that window, contact support with your account email and the redemption ID.
I bought a GC pack but didn't receive the coins
Stripe processes pack purchases. The GC + PC bonus credits to your balance once the payment confirms (usually instantly). If your purchase shows as completed in Stripe but the coins haven't landed, contact support with the Stripe receipt.
A contest result seems incorrect
Contests settle using official match data from independent sports providers. If you believe a result is wrong, contact support with the contest name, the disputed pick, and the discrepancy you noticed. We re-verify against the source feed.
I'm not getting the daily login email or verification email
Check spam first. We send via Resend, so add no-reply@pooldefy.com to your safe senders if available. If nothing arrives within 10 minutes, contact support and we'll trigger a manual resend.
I want to close my account
Contact support@pooldefy.com with the request from your registered email. Any redeemable PC will be made available for cash-out before closure. GC balance is non-redeemable and will be voided.
Someone is using my referral code without my permission
Referral codes are public; that's by design. If you suspect abuse (self-referrals, multi-account farming, fraud against your account), contact support with details. We cooperate with our anti-fraud system to investigate.
Response Times
We triage by urgency. Account-access and payment issues jump the queue.
Locked out, password reset, 2FA recovery.
Stuck redemption, pack credit issues, refund requests.
Result re-verification, scoring questions.
Feature requests, partnership inquiries, general questions.