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Need help fast? Pick a channel and include the details below for the quickest resolution.

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Contact

Telegram (support channel)

Quick Q&A and basic troubleshooting.
Tip: run Send test in Telegram integration if alerts don’t arrive.

Discord (community)

Community discussions, tips, and best practices.

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What to include (checklist)

  • Token: chain + contract address
  • Screen/step: where it happened (e.g., Onchain Analytics → Alerts)
  • Time: local time (with timezone) or UTC
  • Details: error message, alert type, thresholds, event id/state
  • Evidence: screenshots, CSV snippet (if import), tx hash (for top-ups)
  • Expected vs. actual: what you expected to see vs. what happened
The more specific the context, the faster we can reproduce and fix.

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SLA (baseline)

  • Business hours: Mon–Fri, 10:00–18:00 (Europe/Helsinki)
  • P1 – Critical (service down / blocking payments): response within 4 business hours
  • P2 – Major (core feature degraded, no workaround): response within 1 business day
  • P3 – Normal (how-to, minor bug, feature request): response within 2 business days
Outside business hours we’ll pick up the next business day. If you have a paid support plan, your SLA may be higher—mention it in the ticket.

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Common pointers

  • No alerts in Telegram? Ensure the bot is in the target chat with post permissions, then use Send test.
  • Top-up not visible? Wait for confirmations and refresh. Provide tx hash, network, and amount.
  • Too many/few alerts? Adjust thresholds (Token/USD/×multiplier) or disable noisy types.
  • CSV import fails? UTF-8 CSV with headers: address,title,category,sell_probability,comment,entry_price.

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Security & privacy

  • We never request seed phrases or private keys.
  • We do not ask for spend permissions on your wallets.
  • For sensitive issues, email security@yourdomain.com (PGP optional) or use the ticket email and mark as Security.

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Escalation

If an issue blocks production (P1) and there’s no reply within the SLA window, send a follow-up with [P1] in the subject to support@yourdomain.com and include all context listed above.
Prefer self-serve first? See FAQ and QuickStart.