Is support free or paid?

Is support free?

Yes. Support is a free service — both steps of it.

Support works in two steps:

Artha and the documentation. Artha is the support assistant on this website and inside the app. Together with our documentation she answers around 80% of common questions right away, at any hour. Once you are logged in she can also check your own account, so she tells you what is actually wrong instead of listing what might be.
Our team. If Artha cannot solve it, a person takes over. This human help is free too.

Please start at step 1. For a known issue Artha gives you the exact, proven fix in seconds, because the solution is already written down — that is faster than any person can reply.

Support is text-based. We work over WhatsApp and email, and we do not run a phone line. Everything stays in writing, so your error message, your account details and our answer are all in one place.

What human support is for

Our team is there for a genuine problem with the software — something that is not working the way it should, or an issue with your own account that needs us to look into it.

It is not the route for a question that Artha or the documentation already answers. Those give you the answer immediately, at any hour, and there is no waiting.

So when you message us, please tell us what you already tried and what Artha said, along with your registered email, the broker account, the exact error message and what you were doing. That way the first reply you get is the fix, not a request for more details.

Can you take remote access (AnyDesk) and do it for me?

No. We do not use AnyDesk or any similar remote-control tool, and we do not operate your computer for you.

Remote screen sharing on Google Meet is not a routine service and cannot be booked. It is something we occasionally suggest ourselves, when a confirmed problem with our software cannot be sorted out in writing. It is not how setup or configuration is done.

Adding or setting up a broker account is fully documented, with written steps, screenshots and a short setup video on every broker setup page. For account setup, the fastest help is your broker’s setup page, or Artha — she walks you through the steps for your broker one at a time and answers questions as you go. Most people finish in a few minutes this way.

If you follow the steps and still get stuck, tell us exactly which step you are on and what your screen shows. The team takes it from there, for free.

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.
You do not agree with a profit or loss figure from a risk management tool — an automatic square-off, or a target or stop-loss that was acted on — and you want us to check it in detail.

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.

Why a profit and loss check takes so long

Telling us is always free, and we always look first. Send us what happened and we will check it at no cost. Most of the time that first look explains it, and nothing more is needed.

A detailed check is a much bigger job. To settle a disagreement about a profit or loss figure, we cannot simply read it off a report. We have to build your position again and work out its profit and loss at every moment it was open, using that day’s prices and the data your broker sent us, and then compare it with what you believe it should have been. That is manual work and it takes our engineering team a long time.

This is also why the answer is often not a fault at all. Your position may have moved past your limit because the price jumped — which is exactly what you agreed to when you turned the tool on. A stop-loss decides when we try to exit. It does not decide the price you get, and it does not put a limit on your loss.

So if our first look shows the software behaved the way the terms describe, we may say so and leave it there, or offer to do the detailed check as paid work.

The deposit, and getting it back

If you still want the detailed check done, we take the charge as a refundable security deposit before the work starts. We tell you the amount in writing first, and we begin only once you have accepted it and paid.

You get 100% of it back if the fault is ours. If the check shows the problem was caused by our system, we refund the deposit in full.

If the check shows our software worked correctly — and the difference came from your own calculation, from your broker’s data, or from the market itself — we keep the deposit as payment for the time spent.

You get the full findings either way. We tell you what we found in complete detail: what happened, at what time, and why — whichever way it turns out.

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 or deposit is 100% refundable.

Please note what this refund covers:

It applies only to the extra support charge or deposit, 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.
It does not apply to any trading loss. A support refund is a refund of what you paid us for the check, nothing more.

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

Is there a premium or priority support plan?

No. We do not offer a paid “premium” or “priority” support tier, and support is the same for everyone — whether you run a few accounts or a few hundred. This is a deliberate choice:

The price is per account, not based on your capital, so a larger account does not pay more. Running a separate premium queue would push the price up for everyone.
Artha and the documentation already solve most issues in seconds, and free personal help is there when you genuinely need it.

So instead of charging extra for faster help, we put the effort into making Artha and the documentation solve your problem immediately. For most users that works better than waiting in a priority queue.

How quickly do you respond?

The response time depends on the type of issue, and each kind is handled as fast as it can be:

A setup or configuration mistake — solved almost instantly. Artha, or our team, gives you the exact fix right away.
A known issue with a documented fix — immediate too. Artha returns the precise steps in seconds, with no waiting.
A problem on your broker’s side (for example your broker’s own servers or API are down) — resolved as soon as the broker fixes it, since this part is in the broker’s hands.
A genuine fix or patch needed in our own software — scheduled into our development work and delivered as quickly as the work allows.

A reply from a person is not instant, and depends on what else is being worked on. Because the answer to most common issues is already written down, Artha is almost always the fastest way to get unblocked: give her the exact details of your problem and she responds immediately.

Why support works this way

We are a small engineering team. We chose to put our time into building and fixing the software rather than into a call centre.

By putting the answers to the most common questions into our documentation and into Artha, we solve everyday issues instantly, at any hour. That is part of how we keep the price low for everyone — while still giving free personal help whenever a real fault needs it. It also means that when a genuine problem does reach us, the person reading your message is the person who can fix it.

Stay updated on service issues

We post live service updates and issue notices on our broadcast channels, so you always know if something is being worked on. Follow either one:

WhatsApp Channel: Stocks Developer on WhatsApp
Telegram: t.me/realstocksdeveloper