Contact support
How to reach a human, what to include so the first reply is the useful one, and what response times to expect.
How to reach us
- In-app: Help & Support in the dashboard opens a ticket with your account context already attached. This is the fastest route.
- Email: support@pipsync.io.
- Sales and enterprise questions: the contact page.
What to include
A ticket with these five things usually gets a real answer on the first reply instead of a request for more information.
- What you expected to happen, and what happened instead.
- The timestamp, with your timezone.
- The account and channel names involved.
- The raw signal text, copied as text rather than as a screenshot.
- Anything you already tried from the troubleshooting guide.
Never send passwords, API keys, secrets or webhook URLs. Support never needs them, and anything sent by email should be considered compromised.
Response times
Response targets depend on your plan; paid plans are prioritised and Enterprise agreements can carry committed times. The current commitments are on the SLA page.
If something looks broken platform-wide rather than account-specific, check system status first — it is faster than a ticket.
Something is going wrong right now
Do not wait for a reply before protecting the account. In this order:
- Stop new orders: on the channel, press Disable auto-trading; for the account, switch it to Disabled under Trading Accounts. There is no kill switch you can press yourself.
- Close or protect open positions yourself at the broker if you need to.
- Then open a ticket describing what happened.
Toujours bloqué ?
Envoyez le signal brut, l'horodatage et le nom du compte. N'envoyez jamais de mots de passe, de clés API ni d'identifiants de courtier.