# Getting support Every way to reach the people behind Relay2Trade and to get an answer: tickets in the Desk and in the app, sending the app's log, reporting a signal that was read wrong, feedback, Telegram, email, the service status page and the help articles, and what to put in a request. ## The ways to reach us - **A ticket from the Desk**: Desk → Account → "Support". Best for your account, a payment or a signal: the conversation is kept, and it can carry the app's recent log. - **A ticket from the app's window**: "Support" in the app's sidebar. It attaches the recent app log by default. - **"Read wrong?" on a signal**, when the app read a message wrong. A person reviews it and answers you. - **Feedback**: Desk → Account → "Feedback", for ideas and what gets in your way. - **Telegram**: "Support" in the Desk's header, for a quick question. - **Email**: support@relay2trade.com. Every ticket, report and message is read and answered by people. Our answers come in the conversation and by email. ## A ticket in the Desk The Support screen is Desk → Account → "Support" (the tile "Ask us anything"). It opens with a line about Telegram: "A quick question? Telegram is fastest. For your account, a payment or a signal, open a conversation here: it carries the details we need." Under it, two lists: "Tickets" and "Signal reports", each with a count of new answers. ### Opening a ticket 1. Press "Open a ticket". 2. "Subject": "In one line, what is this about?" 3. "What is it about": choose a category, or leave "Not sure": - "Setting it up" - "Signals and trades" - "Licence and billing" - "Something is broken" - "Something else" 4. "What happened": "What were you doing, and what happened instead?" 5. Leave "Send the app's recent log with it" on (see below). 6. Press "Send". The conversation opens straight away, with a reference such as RT-AB2C3D. Help's "Ask support" (under "Still stuck? Ask us, we answer here and by email.") opens the same form. ### The app's recent log The log is what the app recorded on its computer in the last while: what it read, what it placed, and every error. With it, we see what happened instead of asking you to describe it. - While your app is running, "Send the app's recent log with it" is on. The Desk asks the app for its log and the app attaches it to your message: "Asking your app for its recent log…". The message then shows "The app log was attached to this message." - With the app off, the switch reads "The app's recent log can go with it while the app is running" and cannot be turned on. Start the app and send a reply with the log. - If the app did not send it: "Your app did not send its log. Try again while it is running, or write to us from the app." - Each reply has the same switch, so you can add a log later, for example when we ask for it. ### Following a ticket Each ticket shows its status: - **"With us"**: we have it and answer next. - **"Waiting for you"**: we answered and wait for your reply. - **"Resolved"**: we think it is sorted. "We marked this resolved. If it is not sorted from your side, reply below and it comes straight back to us." A reply reopens it ("Reopened"). - **"Closed"**: finished. "This ticket is closed. Open a new one and we will pick it up from there." To reply, type under "Anything to add?" and press "Send reply". On a computer the list stands at the left and the open conversation beside it; on a phone, one at a time, with "All tickets" to go back. ### When we answer - **In the Desk**: the bell's "Your account" list gets "Support replied" with the ticket's subject, the Account tab shows a red count, and the "Support" tile says "1 new reply". A change of status arrives as "An update on your ticket". - **On your phone or computer**: the same as a notification, when "Notifications on this device" is on there (see https://relay2trade.com/help/inbox-and-notifications.md). - **By email**: "We answered ticket RT-…" with what we wrote and "Open the ticket". Reply on the ticket rather than to the email, so it stays with the conversation. A ticket marked resolved or closed is emailed too. - **In the app**: the app's bell and its "My tickets" show the answer as well. ## A ticket from the app In the app's window, press "Support" in the sidebar. The page is "Help & support": "Stuck, or something went wrong? Tell us what happened — the last of this computer's app log goes with it, so we can see the failure instead of asking you to describe it." 1. Under "Contact us", type a subject, choose the category and describe what happened. 2. Keep "Send the recent app log with it" ticked. 3. Click "Open a ticket". The app says "Ticket RT-… is open — we answer here and by email." The page also holds "My tickets" (click one to read the whole conversation and reply), "Signal reports", the help search, the guided tours and the guides. "Ask us on Telegram" and "You can also write to support@relay2trade.com." stand beside the form. The app's tickets and the Desk's are the same conversations: open one in either place and answer it in the other. **With nobody signed in to the app**, the form asks for "Your email address, so we can answer you". The message and the log reach us by email, and the answer comes to that address. ## Reporting a signal that was read wrong When the app read a message wrong (wrong levels, a chat message taken for a signal, or a signal it missed), report it from the signal itself. 1. In the Desk, open Signals and open the signal. 2. Press "Read wrong?": "The message was read wrong? Say what it really said; the reader learns from it." 3. Choose what was wrong: "Wrong values", "Not a signal" or "A signal it missed". 4. For wrong values or a missed signal, fill in what the message really said: "Symbol", "Direction" (BUY or SELL), "Entry", "SL" and "Take-profits". 5. "Details" is optional: "Anything that helps us read this channel better, in your own words." 6. Press "Send". The app must be running to send it. "Thank you, your report was sent for review. We will answer you in the conversation about this signal." In the app's window, "Read wrong?" on a signal does the same. The report becomes a conversation under Support → "Signal reports", with the message and the readings side by side: "The app read", "You said" and, once checked, "Correct reading". Its state: - **"In review"**: "A person reviews your report and answers you here." - **"Confirmed"**: "We checked it: the app read this message wrong. Your report helps us fix how messages like this one are read." When the message used one of your day's signals, you get it back: "We also gave the signal back: you have one more signal for today." - **"Read correctly"**: "We checked it: the app read this message the way it is written." - **"Closed"**: "We closed this report without changing how the message is read." The answer also shows on Signals ("We answered about a signal you reported." with "Read") and in your inbox as "We reviewed your signal report", and comes by email. On the signal, "Read wrong?" then opens that conversation, so you can reply there. How messages are read: https://relay2trade.com/help/how-a-signal-is-read.md. ## Feedback Desk → Account → "Feedback" (the tile "Ideas and problems"): "Tell us what works well, what gets in your way, or what you would like the app to do. We read every message and reply here and by email." 1. Press "Send us feedback". 2. Write the subject ("In one line, what is it about?") and your message ("What would you like us to know?"). 3. Press "Send feedback". Feedback has no category and no log. It keeps its own list, apart from the tickets, and our replies arrive as "We replied to your feedback". The app has the same page: "Feedback" in its sidebar. For something broken, a ticket with the log gets you an answer faster. ## Telegram "Support" in the Desk's header opens a chat with us on Telegram, from any screen. The Support screen has "Message us on Telegram", and the app's "Help & support" has "Ask us on Telegram". Telegram suits a quick question. For anything about your account, a payment or a signal, open a ticket: it carries your account, the log and the details we need, and the whole conversation stays with you. ## Email and the contact form - **Email**: support@relay2trade.com. - **Without an account, or when you cannot sign in**: write to that address, or use the form at https://relay2trade.com/contact ("we usually answer within one business day"). When you write by email, use the address of your Relay2Trade account, so we find your account at once. ## Is it us or you: the service status https://relay2trade.com/status ("Service status") shows "Right now" for each part of the service, as "Operational", "Degraded" or "Down": - **"Accounts and licensing"**: "sign-in, licence checks, your account pages". - **"Signal extraction"**: "turning a message into a trade". - **"Remote sync"**: "what your app pushes here, and the web dashboard". While part of the service has trouble, the app's window shows a banner, "Relay2Trade is having an outage" or "Relay2Trade is partly degraded": "It is us, not your setup. Your app keeps running and picks up where it left off.", with "Service status". There is nothing to fix on your side, and no ticket is needed. When everything is green and something still does not work: "Then it is something on your side, and the setup guide covers the usual causes — MetaTrader not running, algo trading off, or a listener still on watch mode." ## Help you can read first - **Help in the Desk**: "?" at the top of every screen. One search over every guide, common setup, pitfall and question, plus "Troubleshooting", "Every setting explained" and the guided tours. See https://relay2trade.com/help/the-desk-and-phone-app.md. - **A signal that was not traded**: open it in Signals; its story says why, with "Try again", "Force placement" and "Go to “…”" where they apply. See https://relay2trade.com/help/why-a-signal-was-skipped.md and https://relay2trade.com/help/the-signal-story.md. - **Common problems**: https://relay2trade.com/help/troubleshooting.md. - **Every setting**: https://relay2trade.com/help/settings-overview.md. ## What to put in a request A clear request gets a quick answer: - **The profile**, when you have several, and where the app runs (your Windows computer, a VPS, Linux). - **For a signal**: the group, the symbol and the time it came in, and the message text if it was read wrong (or report it with "Read wrong?"). - **What you did, what you expected and what happened instead**, with any message the app or the Desk showed, word for word. - **The app's recent log**, by keeping "Send the app's recent log with it" on, with the app running. - **For billing**: the plan and the date of the payment. Support never needs your broker password, your Telegram login code, your two-factor code or your recovery codes: keep them to yourself. A few things are done through support: - **Changing your sign-in email**: "To change it, write to us in Support." (Desk → Account → "Your details"). - **A broker server the Desk does not know**: Connections offers "Write to us" with your broker's name and the server name, and we add it. - **Getting back into your account** without your authenticator and without your recovery codes. The app also reports its own errors automatically. Those reports help us find faults; they are not tickets and get no answer, so open a ticket whenever something stops you. ## If something goes wrong - **The log switch cannot be turned on.** The app is not running. Start it, then send your message or a reply with the log. - **"Your app did not send its log."** The app went off or did not answer. Try again while it is running, or open the ticket from the app's own "Support" page. - **"Read wrong?" does not send.** Sending a report goes through the app, so it must be running and signed in. - **No answer showed up.** Look under Desk → Account → "Support" (and "Signal reports"), and in your email, including the spam folder. Turn on "Notifications on this device" to be told at once. - **"This ticket is closed."** Open a new ticket; mention the old reference so we can read it. - **You cannot sign in at all.** Write to support@relay2trade.com from your account's email address, or use https://relay2trade.com/contact.