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Support is for help when you’re stuck — not for routine operation. Most issues resolve through the documentation, the Dashboard’s Logs panel, or the operator community. Support is the escalation path for problems documentation can’t solve. Use it well.

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What support can help with

✅ Bugs in the unCoded software

Reproducible behavior that doesn’t match documentation. Container errors, crash loops, unexpected behavior.

✅ Edge cases not covered in docs

Specific scenarios where the docs don’t have a clear answer. Operator-specific situations that don’t match standard patterns.

✅ Venue-specific issues

Per-venue quirks that surfaced unexpectedly. New venue features that need integration. Venue-side changes that break existing flows.

✅ Architecture questions

Operators with non-standard deployment needs. Multi-VPS, geographic distribution, advanced configurations.

✅ Custom strategies advice

SignalEditor authoring, complex condition logic, multi-timeframe compositions. When the catalog doesn’t directly answer.

✅ Commercial use cases

Operators considering managed-service offerings, fund structures, or other commercial deployments. Different from individual operator use.

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What support cannot help with

  • ❌ Trading advice. “Should I run BasicMode or FullBullMarket?” is your decision. Support can clarify how each works; it can’t tell you which is right for you.
  • ❌ Market predictions. “Will BTC go up next week?” Nobody knows.
  • ❌ Recovery of capital lost in trading. Trading losses are operator outcomes; support can’t reverse them.
  • ❌ Tax filing. Support can clarify what the Tax Export contains; it can’t replace your accountant.
  • ❌ Account management at exchanges. Lost API keys, account locks, deposit/withdrawal issues at the venue are venue-side support, not unCoded support.
  • ❌ Custom strategy implementation as a service. Support can give advice on strategy authoring; building strategies for you is a different commercial engagement.
  • ❌ Real-time emergency monitoring. Support is not a 24/7 paging system. Use external monitoring (UptimeRobot etc.) for that.

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Before reaching out — the self-help checklist

1

Read the relevant documentation page

Most issues are documented. Search the docs for the symptom.
2

Check the Dashboard's Logs panel

Errors usually surface here with clear messages. Read them.
3

Check the FAQ

/faq covers the most-asked questions across operator scenarios.
4

Check the Troubleshooting section

/troubleshooting/common-issues catalogs common problems and fixes.
5

Check error codes (if applicable)

/troubleshooting/error-codes maps venue-specific error codes to causes.
6

Check the operator community

Discord/Telegram operator channels. Many issues have been encountered before; community can resolve faster than support.
7

Try the obvious recovery steps

Restart the affected container. Re-check API key permissions. Verify IP allowlist. Check the venue’s status page.Many issues resolve with a fresh restart.
8

If still stuck, then reach out to support

With the context you’ve gathered.

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How to ask for help effectively

The quality of your support request determines the speed of resolution. A good request:
Bad: “Bot isn’t working.” Good: “TradingBot stopped placing orders at ~14:30 UTC. No new buys placed in the 2 hours since. Existing positions continue managing normally.”
Copy the relevant error messages from the Dashboard’s Logs panel. Surrounding context (5–10 lines before and after the error) helps.Don’t paste hundreds of lines; pick the relevant section.
Which version of TradingBot/Dashboard/SignalEditor are you running? Recent update? Something changed?
“I’ve already tried: restarting the container, verifying API key permissions, checking IP allowlist.” Saves the support team from suggesting what you’ve already done.
  • Which venue?
  • Which mode?
  • How much capital?
  • Any recent changes?
  • Approximate time the issue started?
Vague reports require a back-and-forth that delays resolution.
Never paste:
  • API keys.
  • API secrets.
  • Database passwords.
  • Telegram bot tokens.
These don’t belong in support requests. Support doesn’t need them to help.

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Channels for support

First stop. Most issues are answered here.
Active operator communities can answer many questions faster than formal support, especially venue-specific quirks and configuration questions.Search the community first; ask if your question isn’t already answered.
For issues that need direct unCoded team attention. Bugs, edge cases, commercial discussions, sensitive issues.Response time: typically 24–72 hours for non-urgent. Faster for confirmed bugs affecting many operators.
For new operators or operators with complex setup needs. Live walkthrough.Most operators don’t need this; the documentation is sufficient. Available for those who want it.
For confirmed bugs you can document with reproduction steps. Public bug tracking benefits all operators.Use email for urgent or sensitive issues; bug tracker for confirmed reproducible bugs you’re willing to discuss publicly.

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Response time expectations

4–24 hours for first response, depending on severity.“Critical” means: confirmed bug affecting trading. Not “I’m confused about how something works.”
24–72 hours for first response. Most operators receive a response within a business day.
Acknowledged within a week; implementation timeline depends on complexity and demand.Not all feature requests are accepted; the unCoded team prioritizes based on operator demand and design fit.
1–5 business days. Commercial conversations have variable timelines based on scope.

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Edge cases: when to escalate

If the bot is doing something unexpected and you’ve ruled out configuration causes, escalate. The team takes confirmed bugs seriously.Engage kill switch while support investigates if you’re concerned about ongoing impact.
If you suspect your account or API key was compromised through a vector related to unCoded:
  1. Revoke the API key at the venue immediately.
  2. Generate a new key.
  3. Email support with details (don’t include the leaked key — just the timeline and observations).
Security incidents get priority response.
Lost passwords, lost 2FA, can’t reach the Dashboard. Note: unCoded support can’t recover passwords or 2FA — those are stored locally on your VPS / your account at the venue.Recovery is operator-side: password manager, recovery codes, etc. Support can guide you through resets but can’t bypass them.

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Best practices

  • ✅ Self-help first — docs, FAQ, troubleshooting, community.
  • ✅ Precise symptom description when reaching out.
  • ✅ Include relevant logs but not sensitive credentials.
  • ✅ State what you’ve tried to save back-and-forth.
  • ✅ Choose the right channel — community for quick questions, email for bugs, bug tracker for reproducible issues.
  • ✅ Engage kill switch if you’re concerned about impact while support investigates.
  • ✅ Don’t paste credentials in support requests, ever.
  • ✅ Be patient — most response times are 24–72 hours.
  • ✅ Provide updates if you resolve an issue yourself before support responds.
  • ✅ Document the resolution in your operator log for future reference.

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What’s next

Common issues

Self-help catalog of common problems.

Error codes

Per-venue error code reference.

Connection problems

Connectivity-specific troubleshooting.

Escalation

When and how to escalate beyond self-help.

FAQ

The most-asked operator questions.

Daily operations

The routines that catch issues early.
Last modified on May 3, 2026