Our support team are often receiving with many open tickets per day. In order to help you as quickly and efficiently as possible, we would appreciate if you could follow this checklist while sending a message to our support team.

I need bot support:

While we do our best to respond to your requests as quick as possible, there might be a delay in the response from the Support Team. In the meantime, please keep the ticket into one conversation/e-mail thread to avoid confusion.

My request concerns bot errors:

If one of your bot ran into error, first check our Bot Self Troubleshooting article, it will help you through the process of easily solving your issue.

If you are still unable to find a solution to your issue, please send a mail to support@quadency.com or contact the live chat via the bottom at the bottom right of the Support Center. The Support team will review your message and get back to you as soon as possible.

Please note live chat support is only available for Pro users.

My request doesn't concerns bot issues:

If your request concerns the configuration of a bot, please, go through our Automated Trading Bots section. Each article will guide you through the configuration process.


I do not need bot support:

If you wish to make a feature request, please, fill this form.

If your message concerns a Paid Plan subscription/cancellation please contact us via email and the team will get back to you within 48 hours.


Emails and message guidelines:

In order to help you as quickly and efficiently as possible, we would appreciate if you could include these elements when sending a message:

Bot issues:


- Summary of the issue

- Name of the exchange

- Trading pair / asset

- Screenshots of:

  • Bot configuration
  • Live mode performance
  • Logs

Other issues

- Summary of the issue

- Name of the exchange

- Trading pair/asset

- Screenshots of the issue

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