Players, Trades and Finance
Support a player, read every trade and wallet move, and reconcile with your wallet
Three areas answer questions about players and money. All of them follow the environment selector and the Show amounts control in the header (see Back Office Basics): amounts are shown as traded, one line per currency and never added together, unless you choose to convert them into one currency.
Players
Support, Finance, Admin and Viewer staff can open Players.
Search by your own player id (the id your site sends Phoenix), by name, or by a whole order id. The list shows each player's name and avatar with your player id under it, and their unsettled stakes; filter it by Active or Blocked.
A player's page shows:
- Money, per currency: Staked, Unsettled stakes, the player's realized P&L, Paid out, and anything not paid yet.
- Positions: what they hold in each market, open or settled.
- Trades: everything they did, with the same detail as the Trades page.
- Facts: environment, your player id, Phoenix's id, when they joined, whether they can trade, and their language. A blocked player also shows the reason, who blocked them and since when.
Block and Unblock
Support and Admin staff can Block a player from the ... menu on the player's page. A blocked player cannot trade or open the embed: their launch is refused. Blocking needs a reason: Self-exclusion request, Suspected fraud, Underage, Account sharing, Operator request, or Other with a note. Unblock restores access and needs a reason too: Self-exclusion period ended, Age verified, Investigation cleared, Operator request, Blocked by mistake, or Other with a note. It shows why, by whom and when the player was blocked, and warns when the block was a self-exclusion or an underage one. The Timeline records the reason and who lifted the block.
Trades
Trades lists one row per player action: a buy, a sell, a rejected attempt, a settled position. Search by your player id or an order id, filter, sort, and export to CSV.
| Column | What it shows |
|---|---|
| Time | When it happened |
| What happened | Bought, sold or rejected, with the outcome (for example "Bought Yes"); a settled position reads Won, Lost, Refunded or Split 50/50 |
| Player | Name and your player id |
| Event and market | Where it happened |
| Shares @ price | How many shares, at what price |
| Amount | The money involved, in its currency |
| Status now | Where the action stands, including any payout |
| Market now | The market's state |
Open a row to see what happened and the Operator wallet moves it caused, each with its Key: the idempotency key your wallet received, so you can find the same move in your own records.
A payout's status is one of Paid, Owed (still being sent), Refused (your wallet kept refusing it for 24 hours; see Settlement), Resolved off-platform, or Nothing to pay.
A rejected buy shows Why in one sentence, with Phoenix's code and your wallet's code, for example when your wallet declined the reservation (see Rejected After Acceptance). When Phoenix did not send the reservation to your wallet because of its own rule, the sentence says the wallet was not asked and that nothing was taken from the player, and shows Phoenix's code.
Finance
Finance, Admin and Viewer staff can open Finance. It shows the money your wallet confirmed, to match against your wallet's own reports. Both tabs can be exported to CSV.
- Reconciliation: one row per day and currency, with the day's totals (staked, sold, paid out, refunded, and so on down to the net) and the number of wallet moves. Holds and releases of order cash move no money, so they do not count here.
- Wallet moves: every wallet move, searchable by idempotency key, player or order id, with its operation, amount, state and when your wallet confirmed it. The list pages as you scroll and counts the moves it has loaded; it does not state a total of every move, so use Reconciliation for the number of moves per day. A move Phoenix did not send because of its own rule shows as Not sent, with Phoenix's code: your wallet was never asked.
See Reconciliation for how your finance and technical teams can match the two ledgers.
Answering a Player
- Open Players and search for the player by your player id.
- Open Positions or Trades and find the market.
- Open the trade: What happened and its payout state answer most questions.
- For money questions, read the Operator wallet moves and their keys, and find the same keys in your wallet. Finance > Wallet moves finds a move by its key.
- If the back office, your wallet and the player disagree, escalate to Phoenix with the player id, the order id and the keys.