BETA — You are using an early version of Suri. Features may change.
Back to Help Center

Troubleshooting

My balance isn't updating after a bet

Your balance updates from the database, not in real-time. After placing a bet:

  • Wait a few seconds for the page to refresh
  • If it doesn't update, manually refresh the page (pull down on mobile, F5 on desktop)
  • Your funds are safe — this is a display delay, not a transaction issue

My trade failed / "Insufficient balance"

This can happen when:

  • You've placed multiple bets quickly and your available balance hasn't updated yet
  • Network congestion is causing transaction delays

Fix: Wait 30 seconds and try again. If the problem persists, refresh the page to see your current balance.

I can't log in / "Too many attempts"

If you've entered your password incorrectly multiple times, the system temporarily locks login attempts.

Fix: Wait 15 minutes, then try again. If you've forgotten your password, use the Send Magic Link option to log in via email.

My deposit hasn't arrived

Deposits usually arrive within 2 minutes on Base network. If yours hasn't:

  1. Check the network — Did you send on a supported network? (Base, Ethereum, Polygon, Arbitrum, Optimism)
  2. Check the token — Did you send a supported token? (USDC, USDT, ETH)
  3. Check the transaction — Look up your wallet address on basescan.org to see if the transaction confirmed
  4. Wait a bit longer — Ethereum network transactions can take 5-15 minutes during congestion

If your transaction shows as confirmed on-chain but your Suri balance hasn't updated, contact support.

Market shows wrong result

If you believe a market was resolved incorrectly:

  1. Go to Profile → Support
  2. Include the market name and explain why you think the resolution is wrong
  3. We'll review within 48 hours

I won but my payout seems wrong

Check these things:

  • LMSR market: Your payout is ₱1 per winning share, minus what you paid. If you bought at 70%, your profit is ₱0.30 per share.
  • Pari-mutuel market: Your payout depends on the total pool and how many winners there are. It may be more or less than expected.
  • Currency fluctuation: Small PHP differences can occur because your funds are stored in USDC and the USD/PHP rate changes.

The app is slow / pages aren't loading

  • Check your internet connection
  • Try refreshing the page
  • Clear your browser cache
  • Try a different browser
  • If on mobile, make sure you're using a modern browser (Chrome, Safari, Firefox)

Something else?

Contact us at support@suri.ph — we'll get back to you within 24-48 hours.

You can also reach us through the Support button in your Profile menu.

← Previous
Managing Your Account