Emails you receive

Every email Relay2Trade sends you, grouped by what it is about: what each one says, when it comes, what its buttons do, which ones the "News and offers by email" switch controls, and what to do when one does not arrive.

The basics

Where they go: to the address you sign in with (Account → "Your details" → "Email" in the Desk).
The language: your account's language, the same one the Desk and the app use. See Languages.
The label above the heading says what kind of email it is, for example "Security", "Your app", "Support", "Renewed", "Payment failed", "Free days", "Terms" or "New season".
Buttons: most emails carry one button that opens the right place in the Desk. Under it: "If the button doesn't work, copy this link into your browser:".
Dates and times are written in your time zone. See Your account and your data.
Two kinds. Emails about your account, your plan, your payments, your security, your app and your support conversations always come. News, offers and the season's start come only with "News and offers by email" on. See "News and offers" below.

Your account

"Welcome: confirm your email"

When: right after you create an account with an email and password. An account opened with Google is already confirmed: it gets "Welcome to Relay2Trade", the same welcome with no button to press.
What it holds: "Confirm email", a discount when one waits for you, your free demo day while it is offered, the ways the app can run, where to choose a plan ("See the plans"), and "Open the set-up guide". "Didn't create this account? Ignore this email and nothing happens."
The link works for 30 minutes. Signing in after that sends a new one, and "Resend the email" on the waiting page does too. See Getting started with Relay2Trade.

"Reset your password"

When: you asked for it with "Forgot your password?", or pressed "Change password" or "Set a password" under Account → "Security".
"Choose a new password" works for 60 minutes. "Didn't ask for this? Ignore the email — your password stays as it is."

"Your account was secured: set a new password"

When: someone pressed "This wasn't me" in one of our security emails.
It lists what was done: every browser signed out and "remember me" cancelled, the desktop app signed out, and the old password stopped. "Set a new password" works once, for a limited time. See Account security.

"Your account has been disabled" and "Your account has been re-enabled"

When: your account was disabled, and the app no longer trades; or it was enabled again and your licence works as before. "If you believe this is a mistake, contact us and we will review it." The first one carries "Contact support".

Security

"New sign-in to your account"

When: your account was signed in to from a browser or a network not seen before. Nothing comes for a sign-in in the first half hour after you confirm your email.
It shows "Device", "IP address" and "When". If it was you, nothing needs doing. If not, press "This wasn't me": every device is signed out, "remember me" is cancelled everywhere, and you get a link to set a new password.

"Two-factor authentication turned off"

When: two-factor was switched off on your account, in the Desk or in the app. "If you didn't do this, use the button above".

"Google sign-in was connected to your account" and "Google sign-in was removed from your account"

When: Google sign-in was connected or disconnected under Account → "Security" → "Sign-in methods". The email names the Google account.

Your app

"Your desktop app was signed out"

When: your password was reset, or the app was signed in on another computer. Either way, the app that ran before has stopped reading signals: "Open positions stay at your broker with their stop-loss and take-profit, but nothing new is placed and nothing is managed."
"Sign it back in from the Desk" opens Account → "Security" → "Computers running the app", where "Sign it back in" brings it back without going to that computer. See Computers and moving the app.

"Your Relay2Trade app has gone quiet", then "Your Relay2Trade app is still quiet"

When: "Tell me when the app goes quiet" is on (Desk → Settings → "Account settings"), your plan is active, and the app has not checked in for a day. The notice in your inbox comes first, after about 15 minutes.
It says since when the app has not reported in and the usual causes: a computer or VPS restarted with nobody signed in to Windows, sleep, a dropped connection, or the app closed. "See your app's status" opens the Desk.
At most three, a day apart, for one silence. The last one says so. Once the app has been back, the next silence starts afresh. See Inbox and notifications.

Your plan and payments

"Your licence is active"

When: your first subscription payment went through.
It shows "Plan", "Renews on" and "VPS" ("Included" or "Not on this plan"), and what is left to do: choosing where the app runs, creating the VPS when your plan has one, or nothing when your app already runs. "Your invoice arrives in a separate email."

The invoice

When: with every payment: a plan, a renewal, a change of plan, the VPS added to a plan, a Sparks package. It comes in its own email. Earlier invoices are under Account → "Plan & billing" → "Card & invoices".

"Your plan renewed"

When: after each automatic renewal. "We charged …. Your app keeps trading." with "Open Plan & billing". Nothing is sent ahead of a renewal.

"Your payment did not go through"

When: a renewal payment failed.
It shows "Amount due", "Next try" (or "None planned") and "Trading": "Paused until paid". Buttons: "Pay now" and "Change my card".
"Trades that are already open stay at your broker, with their stop-loss and take-profit. When the payment goes through, your period starts that day, so no paid day is lost." If it keeps failing, the plan ends. See Subscriptions and time on your plan.

"Your subscription is cancelled"

When: you cancelled. "Your … subscription will not renew and nothing more will be charged. Your access keeps running", with until when.
"Resume my subscription" before the date it ends, and it renews as before.

"Your subscription will renew"

When: you resumed a cancelled subscription. It shows what runs from now on and when it renews.

"Your access ends on …"

When: three days before your access ends with nothing renewing after it: a cancelled subscription, or free time with no plan after it. Access that began with less than three days ahead, such as a short pass, was already told its end and gets none.
It lists what runs on your account until then. "You can cancel, resume or change your plan anytime in the Desk, under Plan & billing."

"Your access has ended"

When: your subscription ended, or your free time ran out with nothing after it. "Your settings are kept: subscribe again in the Desk whenever you want to continue." with "Subscribe again".

"Your VPS is ready to set up"

When: a VPS was added to a plan that already runs.
If it does not exist yet: create it in the Desk. If it already runs, or is coming back from where it was put away: nothing to do. See Running Relay2Trade on a VPS.

"… free days added" ("1 free day added")

When: free days were added to your licence, from a reward, a card you used or our team. "Your licence now runs until the date below — if you have a subscription, the next charge simply moves back by the same amount. Nothing to do on your side."

"… free days are waiting for you" ("1 free day is waiting for you")

When: free days were put on an account with no subscription. They are added to the plan you pick: its first period starts when you subscribe, and the free days run right after it, before the next payment. "Pick my licence" opens the plans.

Terms

"Our Terms change on …"

When: new Terms were published, to accounts with a plan or free time running that accepted an earlier version. Once per version.
It says from which day they apply and what is new, with "Read and accept". "If you have not accepted them by that day, the app stops reading signals until you do." See Your account and your data.

Support

"We answered ticket …": we replied to a ticket. "Open the ticket" opens the conversation. Reply on the ticket, not to the email, so it stays with the conversation.
"Ticket … is resolved": "We think this one is sorted". Replying reopens it.
"Ticket … is closed": it takes no more replies. Open a new ticket if you need us again.
"We replied to your feedback …", "Your feedback … is resolved" and "Your feedback … is closed": the same for feedback, with "Open the conversation".
"We reviewed your signal report": our answer to a signal you reported as read wrong, with the outcome.

Each of these also lands in your inbox, and on your devices when notifications are on. A message sent through the contact form on relay2trade.com is answered by email, at the address you typed. See Getting support.

Seasons

"… is over: you finished #…"

When: a season closed with you in a prize place, the top 25. It comes whatever the news switch says.
It shows "Final place", "Season XP", "Track tier reached", your prize, and the season that starts now. If your account has no subscription at that moment: "Your place is yours for good. The prize is handed over the moment your account has a subscription again."

"… is over. … starts now"

When: a season closed, to every account with "News and offers by email" on that did not win a prize place.
It shows how your season went (or that you did not race), and what the new one brings. If you were not listed on the boards it says so: switch on "List me on the public boards" under Account → "Your details" to race for a prize. See Seasons.

Level-ups, badges, quests, tiers and cards are told in your inbox and on your devices, not by email.

News and offers

These come only while "News and offers by email" is on (Account → "Your details"):

Product news: new features and tips, a few times a month at most. Some leave a copy in your inbox too. "View this email in your browser" opens it on the web.
Offers from a promotion: when a promotion hands your account something, an email lists what is "On your account now", with "See your plans". "You get this because your account takes our news and offers."
The start of a new season, described above.

Product news and offers end with "Unsubscribe — no more emails": one press switches the news off, with no sign-in, and your email program's own unsubscribe button does the same. Switching off "News and offers by email" in the Desk stops all three.

Now and then an announcement about the service itself goes to every account: "You get this email because you have a Relay2Trade account."

If something goes wrong

An email did not arrive. Look in the spam or promotions folder, and add our address to your contacts. Check the address under Account → "Your details". News and the season's start need "News and offers by email" on.
The confirmation link says it no longer works. It is good for 30 minutes. Sign in and a new one is sent, or press "Resend the email".
The password link has expired. It works for 60 minutes. On the sign-in page, use "Forgot your password?" to get a new one.
"New sign-in to your account" and it was you. Nothing to do: it comes for a new browser or a new network.
"New sign-in to your account" and it was not you. Press "This wasn't me" in the email, then set a new password from the email that follows.
"Your desktop app was signed out" and you did nothing. Someone signed the app in on another computer, or your password was reset. Change your password, then use "Sign it back in" on the computer that should trade.
"Your app has gone quiet" emails, though the app runs. It was quiet for a day before it came back. If it runs on a Windows VPS, set Windows to sign in by itself after a restart: see Running Relay2Trade on a VPS. Switch the emails off with "Tell me when the app goes quiet".
No invoice. It comes in its own email; look in the spam folder, or open Account → "Plan & billing" → "Card & invoices".
You replied to a support email and nobody answered. Reply on the ticket in the Desk (Account → "Support"), where it stays with the conversation.

Inbox and notifications, Your account and your data, Account security, Plans, licence and billing, Subscriptions and time on your plan, Getting support