Help & Support

Need assistance? Here's how to get help.

Frequently Asked Questions

Send /faq to browse common questions organized by topic:

• Getting Started - Wallet setup, first trades
• Trading - Orders, leverage, positions
• Deposits & Withdrawals - Funding your account
• Technical - Errors and troubleshooting

Each answer includes a feedback option to help us improve.

Common Questions

How do I start trading?

1. Connect wallet with /wallet
2. Deposit funds via /deposit
3. Trade with /long BTC or /short ETH

What leverage should I use?

Start with 2-5x while learning. Higher leverage means:

• Bigger potential profits
• Bigger potential losses
• Closer liquidation price

A 10% price move at 10x leverage = 100% gain or loss.

Why was my position liquidated?

If the price moves against you enough that your losses approach your margin, the position is force-closed. This prevents negative balance.

To avoid liquidation:

• Use lower leverage
• Keep larger margin buffer
• Close losing positions early

Why is my order not filling?

For limit orders: The price hasn't reached your limit yet. Market orders fill instantly but limit orders wait for your price.

How do I check my profit/loss?

Send /positions to see all open positions with:

• Entry price vs current price
• Unrealized P&L in dollars
• ROE (Return on Equity) percentage

What fees do I pay?

How do I close part of a position?

Use /close and select a percentage:

• 25%, 50%, 75%
• Or enter a custom percentage

Can I have multiple positions?

Yes! You can have:

• Multiple positions in different assets
• Both long and short positions
• Positions with different leverage

Create a Support Ticket

If FAQs don't answer your question:

1. Send /support
2. Click "Create Ticket"
3. Choose a category
4. Describe your issue

What to Include

Help us help you faster by including:

• What happened - Describe the issue
• What you expected - What should have happened
• Steps to reproduce - How can we see the issue
• Error messages - Exact text of any errors
• Timing - When did this happen

Example Good Ticket

Subject: Order not executing

I tried to place a long order on BTC with /long BTC 10x 100 but got an error saying "insufficient balance" even though my balance shows $500 available. This happened at around 3pm today.

View Your Tickets

Send /tickets to see:

• All your support tickets
• Status (open, in progress, resolved)
• Click to view details or reply

Ticket Status

Replying to Tickets

When support responds, you'll get a notification. To reply:

1. Send /tickets
2. Select the ticket
3. Click "Reply"
4. Type your message
5. Send /done when finished

Tips for Faster Resolution

✅ Be specific - "Order failed" vs "Got error X when placing long on BTC"

✅ One issue per ticket - Easier to track and resolve

✅ Check FAQs first - Many answers are already there

✅ Include context - When, what, how

Emergency Situations

If you believe there's a critical issue with your funds:

1. Create a high-priority ticket immediately
2. Include your wallet address (not private key!)
3. Describe exactly what happened
4. Include any transaction hashes if applicable

Remember: Never share your private key with anyone, including support.