> ## Documentation Index
> Fetch the complete documentation index at: https://uncoded.ch/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Support — When and How to Reach Out

> What support is, what it isn't, when to use it, how to ask for help effectively, and how to get the fastest resolution.

<Info>
  **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.
</Info>

## What support can help with

<CardGroup cols={2}>
  <Card title="✅ Bugs in the unCoded software" icon="bug">
    Reproducible behavior that doesn't match documentation. Container errors, crash loops, unexpected behavior.
  </Card>

  <Card title="✅ Edge cases not covered in docs" icon="circle-question">
    Specific scenarios where the docs don't have a clear answer. Operator-specific situations that don't match standard patterns.
  </Card>

  <Card title="✅ Venue-specific issues" icon="building-columns">
    Per-venue quirks that surfaced unexpectedly. New venue features that need integration. Venue-side changes that break existing flows.
  </Card>

  <Card title="✅ Architecture questions" icon="server">
    Operators with non-standard deployment needs. Multi-VPS, geographic distribution, advanced configurations.
  </Card>

  <Card title="✅ Custom strategies advice" icon="wand-magic-sparkles">
    SignalEditor authoring, complex condition logic, multi-timeframe compositions. When the catalog doesn't directly answer.
  </Card>

  <Card title="✅ Commercial use cases" icon="briefcase">
    Operators considering managed-service offerings, fund structures, or other commercial deployments. Different from individual operator use.
  </Card>
</CardGroup>

## What support cannot help with

<Warning>
  * ❌ **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.
</Warning>

## Before reaching out — the self-help checklist

<Steps>
  <Step title="Read the relevant documentation page">
    Most issues are documented. Search the docs for the symptom.
  </Step>

  <Step title="Check the Dashboard's Logs panel">
    Errors usually surface here with clear messages. Read them.
  </Step>

  <Step title="Check the FAQ">
    [/faq](/faq) covers the most-asked questions across operator scenarios.
  </Step>

  <Step title="Check the Troubleshooting section">
    [/troubleshooting/common-issues](/troubleshooting/common-issues) catalogs common problems and fixes.
  </Step>

  <Step title="Check error codes (if applicable)">
    [/troubleshooting/error-codes](/troubleshooting/error-codes) maps venue-specific error codes to causes.
  </Step>

  <Step title="Check the operator community">
    Discord/Telegram operator channels. Many issues have been encountered before; community can resolve faster than support.
  </Step>

  <Step title="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.
  </Step>

  <Step title="If still stuck, then reach out to support">
    With the context you've gathered.
  </Step>
</Steps>

## How to ask for help effectively

The quality of your support request determines the speed of resolution. A good request:

<AccordionGroup>
  <Accordion title="Describes the symptom precisely" icon="magnifying-glass">
    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."
  </Accordion>

  <Accordion title="Includes recent log entries" icon="terminal">
    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.
  </Accordion>

  <Accordion title="States the version" icon="code-branch">
    Which version of TradingBot/Dashboard/SignalEditor are you running? Recent update? Something changed?
  </Accordion>

  <Accordion title="States what you've tried" icon="check">
    "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.
  </Accordion>

  <Accordion title="Provides the relevant context" icon="circle-info">
    * 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.
  </Accordion>

  <Accordion title="Doesn't include sensitive credentials" icon="shield">
    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.
  </Accordion>
</AccordionGroup>

## Channels for support

<AccordionGroup>
  <Accordion title="Documentation (this site)" icon="book">
    First stop. Most issues are answered here.
  </Accordion>

  <Accordion title="Operator community (Discord / Telegram)" icon="users">
    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.
  </Accordion>

  <Accordion title="Email support" icon="envelope">
    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.
  </Accordion>

  <Accordion title="Booked setup call" icon="phone">
    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.
  </Accordion>

  <Accordion title="Bug-tracker / GitHub issues" icon="github">
    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.
  </Accordion>
</AccordionGroup>

## Response time expectations

<AccordionGroup>
  <Accordion title="Critical issues (production-impacting bugs)" icon="bolt">
    `4–24` hours for first response, depending on severity.

    "Critical" means: confirmed bug affecting trading. Not "I'm confused about how something works."
  </Accordion>

  <Accordion title="Standard issues" icon="circle-question">
    `24–72` hours for first response. Most operators receive a response within a business day.
  </Accordion>

  <Accordion title="Feature requests" icon="sparkles">
    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.
  </Accordion>

  <Accordion title="Commercial inquiries" icon="briefcase">
    `1–5 business days`. Commercial conversations have variable timelines based on scope.
  </Accordion>
</AccordionGroup>

## Edge cases: when to escalate

<AccordionGroup>
  <Accordion title="Suspected bug affecting your trading" icon="bug">
    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.
  </Accordion>

  <Accordion title="Suspected security incident" icon="shield-halved">
    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.
  </Accordion>

  <Accordion title="Lost access to your account/setup" icon="key">
    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.
  </Accordion>

  <Accordion title="Compliance or legal questions" icon="scale-balanced">
    Tax, regulatory, jurisdictional questions. Support can clarify product behavior; they can't give legal/tax advice.

    Consult professionals for these.
  </Accordion>
</AccordionGroup>

## Best practices

<Tip>
  * ✅ **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.
</Tip>

## What's next

<CardGroup cols={2}>
  <Card title="Common issues" icon="circle-exclamation" href="/troubleshooting/common-issues">
    Self-help catalog of common problems.
  </Card>

  <Card title="Error codes" icon="bug" href="/troubleshooting/error-codes">
    Per-venue error code reference.
  </Card>

  <Card title="Connection problems" icon="wifi" href="/troubleshooting/connection-problems">
    Connectivity-specific troubleshooting.
  </Card>

  <Card title="Escalation" icon="forward" href="/troubleshooting/escalation">
    When and how to escalate beyond self-help.
  </Card>

  <Card title="FAQ" icon="circle-question" href="/faq">
    The most-asked operator questions.
  </Card>

  <Card title="Daily operations" icon="calendar-day" href="/operations/daily-operations">
    The routines that catch issues early.
  </Card>
</CardGroup>