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How do I contact support?
How do I contact support?

'Help us help you' quickly and efficiently by following these quick steps.

Quadency Customer Service avatar
Written by Quadency Customer Service
Updated over a week ago


In order to get assistance as quickly as possible, please follow the steps below based on your specific support needs.

Bot Support: bot errors, configuration issues

General Support: feature questions, account updates

Checklist: what to include with your message


I need bot support:

We do our best to respond to new messages as quickly as possible, so please keep your inquiry to one conversation/e-mail thread to avoid confusion.

I'm experiencing bot errors:

If one of your bots ran into an error, first check our Bot Self Troubleshooting article to help guide you through the process of resolving any issues.

My request does not concern bot errors:

If your request concerns general bot configuration questions, please check out the Automated Trading section of Quadency Support. There are guides to walk you through common questions around configuring each of the available bots.

If you are still unable to find a solution, please email [email protected] per the guidelines and checklist below. The team will review your message and get back to you as soon as possible.

Pro Tip: you can also message via the pop-up in the bottom right of your screen. We typically reply within a few hours.

I need general trading support:

Have you checked out Quadency's main FAQ? Alongside these answers to traders' most common questions, you'll find guidance throughout the Support section for platform features, troubleshooting, and more.

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

If your message concerns upgrading to a paid plan, please proceed through the steps provided here, or to cancel a paid plan click here.

If you're experiencing a technical difficulty and still unable to resolve your issue, please email [email protected] per the guidelines and checklist below.

For general questions about Quadency, simply let us know how we can help via live chat!

Email and message guidelines:

In order to help you as quickly and efficiently as possible, please include the below information whenever messaging Quadency Support.

Bot issues:

- Summary of the issue

- Name of the exchange

- Trading pair/asset

- Screenshots: 1) bot config, 2) live mode performance, 3) logs

Other technical issues:

- Summary of the issue

- Affected exchange / asset / feature

- Screenshot of the issue

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