Account & access
No access sucks, and there’s no doubt about that. For login problems, invitations, workspace access and manager or client permissions, include your account email, workspace label and the step that failed. Never send passwords or one-time codes. Get account help ↗Exchange connections
Your API key needs permissions, and you don’t wanna see it make a public debut. Tell us the venue, spot or futures, symbol and exact connection error. Check the key’s permissions, IP restrictions and expiry at the venue. Use the minimum required permissions and disable withdrawals. Do not attach API keys or secrets. Get connection help ↗Orders & positions
The exchange gets the final word on a fill. For missing orders, rejected quotes, stale balances or position differences, send the account label, symbol, order IDs, timestamp with timezone and a redacted screenshot. Check the venue directly to confirm current orders and exposure. Report a trading issue ↗Autopilot & AI
Just don’t send anything NSFW. Include the request, authority mode, affected account, task ID and the action you expected. Describe what was proposed, approved and actually applied. Never paste API secrets into prompts or support messages. AI explanations can be wrong; verify the account state. Get Autopilot help ↗Urgent trading issues
Send your missile here. If exposure needs immediate attention, use the strategy’s stop control and verify the result at the venue. If ANSIO is unavailable or credentials may be compromised, use exchange-side controls and revoke affected API access when appropriate. Revoking a key does not necessarily cancel existing orders or close positions. Check both directly. Do not wait for support to manage urgent exposure. Report an urgent issue ↗Billing & API access
Let’s keep the surprises out of the invoice. For billing, include your account email and invoice reference, never payment credentials. For API access, describe the workflow and permissions you need. Prices, cancellation and refund rights follow the terms disclosed for your purchase and applicable law. Discuss billing or access ↗Security & privacy
Just the two of us (hopefully). Report suspected vulnerabilities privately, with the affected feature and a minimal reproduction. Do not access other users’ data or run disruptive tests. For access, correction or deletion requests, identify the relevant account. We may need proportionate identity verification. Report a security issue ↗ · Send a privacy request ↗What to include
“IT’S NOT WORKING!!!” is a beginning. Any details are better.- Workspace or account label, venue, symbol and market type.
- Time and timezone, exact error and steps leading to it.
- Expected result and actual result.
- Relevant order or task IDs and redacted screenshots.
- Whether orders or positions remain open at the exchange.