Contact support
Send a support request from any page, choose what diagnostic info to include, track your requests and their status, and what to do if the form is off.
Overview
Support in the header opens a panel where you can ask a question or report a problem. Every request is stored first and then sent to the team, so nothing is lost if e-mail has a hiccup. The support e-mail address is shown inside the panel if you prefer to write directly.
Steps
- Click Support in the header (or Contact support at the bottom of the Feedback panel).
- Choose what it is about, for example Market data looks wrong, and write a short subject and the details.
- Leave Include diagnostic info ticked if you are signed in. Click Show exactly what is sent to see it: the page you are on (with ids replaced by
:id), the symbol and expiration you are viewing, your plan, the app version and the id of the last error. Filter fields and operators are included, never values you typed. - Click Send to support. You get a reference such as #A1B2C3 and, when signed in, an acknowledgement e-mail.
- When the team closes your request you get a notification in the bell. Your requests and their status are listed under Your support requests in your account.
FAQs
Can I contact support when I cannot sign in?
Yes. The panel works signed out too; give your e-mail address. You may be asked to complete a short human check.
Does the acknowledgement e-mail repeat my message?
No. It only confirms the reference number, so the form cannot be used to send text to other people.
Troubleshooting
"Too many support requests"
You can send 5 requests an hour. Wait a while, or reply to the acknowledgement e-mail instead.
"We saved your request but could not reach the team by e-mail"
Your request is stored and will be answered. If it is urgent, use the e-mail address shown in the message.
The panel says the support form is off
Use the e-mail link shown in the panel.