Is support free or paid?

Is support free?

Yes. Support is a free service.

This website also has detailed documentation and a smart support bot. Together they can answer around 80% of common questions right away. So please check them first — it is the fastest way to solve most issues.

Our support team will usually point you to the right help page on this website when one is available. If there is no help page for your issue, the team handles it personally. When needed, they can even join you for remote screen sharing on Google Meet to look at the problem with you.

Help from a real person is free too. Talking to our support team, and even a remote screen-sharing session, does not cost anything. The only exceptions are the rare cases described below.

When might support be paid?

In rare cases the team may ask you to pay for support. This usually happens when:

• The documented steps or processes are not being followed.
• The error is clearly the broker’s own system issue, but you still want us to investigate it.

We are actually reluctant to charge in these cases. Looking into such issues takes a lot of time, and the cause often turns out to be either a small mistake at the user’s end or a problem in the broker’s system — not ours.

But if you still want us to look into it, we do provide paid support. The charge can vary from case to case.

Refund if the problem is ours

If you take paid support and the problem turns out to be caused by our system, the support charge is 100% refundable.

Please note what this refund covers:

• It applies only to the extra support charge, if one was taken. As explained above, this is extremely rare.
• It does not apply to broker account recharge money. Recharge amounts are not refunded.

In short: support is free, the documentation and support bot solve most questions, and on the rare occasion a support charge applies, that support charge is fully refunded if the fault is on our side.