If the connection is refused
Wallet connection is the single biggest source of support tickets, and nearly all of them are one of these. Work down in order.
"This key doesn't control your Polymarket account"
The key you pasted cannot sign for the account holding your funds. Almost always the key was exported while logged into Magic under a different email from the one on your Polymarket account. Open the export again and log in with the exact address you use on Polymarket.com, then paste that key.
"That private key does not look valid"
The field expects the 64-character hex key from Polymarket's export, starting with 0x. A seed phrase, a wallet address, or a partial paste will all be rejected here.
"The same private key can only be imported to Turnkey once"
This key has been imported before — often by an earlier connection of your own. You cannot clear it yourself. Email help@polycopy.app from the address on your account.
It connects, but Cash shows $0
Either the money is still unconverted USDC — look for an amber dot beside Cash, and convert it on Polymarket — or you connected a different Polymarket account from the one you funded. Compare the address in Settings with your Polymarket profile. See My Deposit Has Not Arrived.
Only Polymarket.com accounts are supported
A key from a different deployment or an unrelated wallet will not connect. If you hold more than one account, connect the one you actually trade on.
Still stuck
Email help@polycopy.app or use the Get Help form on the help center with the exact message on screen and the Polymarket wallet address you are trying to connect. Never send the key itself — support never needs it.