Answers first, then a person
The questions below are the ones that actually arrive, with the real answer rather than a link to a settings page. If yours is not here, the channels underneath reach a human — and the response targets are commitments, not aspirations.
Almost always because the key carries withdrawal permission. That is refused at connection time by design — it is the structural reason a compromise of this platform cannot drain your account. Create a new key with trading enabled and withdrawal disabled, and allowlist our egress addresses if the venue supports it.
The execution layer holds rather than retries into a venue that is rejecting or rate-limiting, because a retry storm makes an outage worse for everyone connected to it. Current venue health is on the status page. Positions already open keep their protective orders at the exchange throughout.
Three things halt trading: a loss budget breach (daily, weekly or per-strategy), a scheduled blackout window, or a dependency being unreachable — the last of which fails closed deliberately. The risk console names which one and shows the number that triggered it. Open positions continue to be managed to their existing exits either way.
Every veto is logged with the specific rule that fired — never a generic failure. The most common are correlation load against positions you already hold, a news blackout window, and the conviction score falling below the threshold for the current volatility regime. The decision record shows the full breakdown.
Backtests run through the live engine, so an engine improvement changes historical results too. That is intentional — a backtest pinned to an old engine would tell you about a program you are no longer running. Every result stores the engine version it was produced with, and any decision can be replayed against its original stored inputs.
Settings → Backup exports your full operating history — decisions, orders, fills, journal entries and configuration — in a machine-readable format, without asking anyone. There is no retention hold and no export fee. Closing the account does the same thing on the way out.
Cancel at any time from billing settings; access continues to the end of the period already paid for. Exchange fees, funding and spread are charged by the venue and are not ours to refund. If you were charged for something you did not use because of an outage on our side, tell us and we will fix it without a negotiation.
Use a recovery code from when you enabled two-factor. If those are gone too, recovery requires proving control of the account's email plus a waiting period — we cannot shortcut it, and an account holding exchange credentials is exactly the wrong place to make an exception. Revoke your exchange keys at the venue in the meantime.
Reaching a person
Support request
In-product, from any page. Carries your account context automatically, so nobody asks you to paste ids.
Best for anything account-specific
Security disclosure
A private channel with a named owner and a 24-hour acknowledgement target. Never open a public issue for a vulnerability.
Acknowledged within 24h
Community
Strategy discussion, configuration questions and other people who have hit the same thing. Not staffed as a support queue.
Peer answers, not guaranteed
Response targets
Time to a human response, not to resolution — because a fix time nobody can predict is not a commitment, and one that is quietly missed is worse than none.
- S1Trading is impaired or capital is at risk1 hour
- S2A feature is broken with no workaround4 hours
- S3Degraded, or a workaround exists1 business day
- S4Question, or a feature request3 business days
If trading is impaired right now, check the status page first — an incident already being worked on is faster to read about than to report. For anything about how a decision was made, the documentation covers the vocabulary the answers use.