Contact & Support

The QuantsEdge Support Center provides comprehensive assistance through multiple channels, ensuring you get the help you need when you need it. Whether you're a beginner just getting started or an experienced trader with complex questions, our support team is here to help.

Primary Support Channels

Channel	When to Use	Response Time	Link
Email Support	Account questions, billing, technical issues, onboarding assistance	< 2 hours	[e-mail]
Security Hotline	Suspected vulnerabilities, custody concerns, security incidents	< 1 hour	[e-mail]
Telegram Community	General questions, community discussion, informal updates	Real-time	https://t.me/quantsedge
Emergency Support	Critical trading issues, system outages, urgent problems	< 30 minutes	[e-mail]

Self-Service Resources

In-App Help System: Access comprehensive help directly from the platform interface, including contextual tooltips, guided tours, and step-by-step tutorials.

Bug Report Dialog: Easily accessible from the Support screen header, this tool allows you to submit detailed bug reports with automatic context capture, logs, and screenshots that route directly to our technical team.

Comprehensive Documentation: This GitBook provides detailed guides for every aspect of the platform, with in-app quick links that keep product guidance close to your trading workflows.

FAQ Widget: Embedded directly in the Support page with expandable answers to the most common questions about onboarding, strategy development, and execution.

Video Tutorials: Step-by-step video guides covering everything from basic setup to advanced strategy development, available in our knowledge base.

How to Get Help

For Technical Issues

Before Contacting Support:

1. Check the FAQ for common solutions

2. Review relevant documentation sections

3. Try refreshing your browser or restarting the app

4. Clear your browser cache if using the web interface

When Contacting Support:

1. Use the in-app bug report tool when possible

2. Include detailed error messages and screenshots

3. Specify your browser/device version and operating system

4. Provide step-by-step instructions to reproduce the issue

For Trading Questions

Strategy Development: Our team can help with strategy optimization, parameter tuning, and backtesting questions. Include your strategy configuration and backtest results when possible.

Risk Management: Get assistance with setting up appropriate risk controls, position sizing, and portfolio management strategies.

Platform Features: Learn about advanced features, integrations, and best practices for maximizing your trading efficiency.

For Account Issues

Wallet Connection Problems: We can help troubleshoot wallet connectivity issues, authentication problems, and permission errors.

Billing and Subscriptions: Get assistance with account upgrades, billing questions, and subscription management.

Security Concerns: Report any suspicious activity, potential security issues, or account access problems immediately.

What to Include in Support Tickets

To ensure the fastest and most effective support, please include the following information:

Essential Information

1. Mode in Use: Specify whether you're using Backtest, Paper Trading, Testnet, or Live trading mode

2. Strategy/Bot Identifier: Include the name or ID of the strategy or bot you're working with

3. Timestamps: Provide specific times when issues occurred, including timezone

4. Order/Activity IDs: Include any relevant order IDs or activity IDs from Turnkey or Hyperliquid

Technical Details

1. Platform Version: Specify whether you're using the web app or iOS app

2. Browser Information: Include browser type, version, and any relevant extensions

3. Device Details: For mobile issues, include device model and iOS version

4. Wallet Information: Specify which wallet you're using and any error codes from wallet interactions

Context and Evidence

1. Screenshots: Include relevant screenshots (redact sensitive information like wallet addresses)

2. Log Files: Attach relevant log files if available

3. Steps to Reproduce: Provide detailed steps that led to the issue

4. Expected vs. Actual Behavior: Clearly describe what you expected to happen versus what actually occurred

Response Time Expectations

Critical Issues (Trading Impact): < 30 minutes

• System outages affecting live trading

• Security incidents or suspected breaches

• Critical bugs preventing trading operations

High Priority Issues: < 2 hours

• Account access problems

• Wallet connection issues

• Strategy execution problems

• Billing and payment issues

Standard Issues: < 24 hours

• General questions and guidance

• Feature requests

• Documentation clarifications

• Non-critical bug reports

Community Questions: Real-time

• General discussions on Telegram

• Strategy sharing and collaboration

• Platform updates and announcements

Escalation Process

If you're not satisfied with the initial response or if your issue is not resolved within the expected timeframe:

1. Reply to the Support Email: Include "ESCALATION REQUEST" in the subject line

2. Contact Security Team: For security-related issues, email [e-mail] directly

3. Emergency Contact: For critical trading issues, use [e-mail]

Community Resources

Telegram Community: Join our active Telegram community to connect with other traders, share strategies, and get informal support from experienced users.

Strategy Sharing: Participate in our community strategy sharing program to learn from successful traders and contribute your own insights.

Educational Content: Access our library of educational materials, including webinars, tutorials, and best practice guides.

Beta Testing: Get early access to new features by participating in our beta testing program.

Feedback and Suggestions

We value your feedback and continuously work to improve the platform based on user input:

Feature Requests: Submit suggestions for new features or improvements through our feedback system User Experience: Help us improve the platform by sharing your experience and suggestions Documentation: Let us know if any documentation is unclear or missing important information

Related Resources

• FAQ - Find answers to common questions

• Community - Connect with other traders

• Platform Overview - Understand the full platform capabilities

• Quick Start Guide - Get up and running quickly

Pro Tip: The more detailed information you provide in your support request, the faster we can resolve your issue. Include screenshots, error messages, and step-by-step reproduction instructions whenever possible.