Getting Help & Support

Everyone gets stuck sometimes. Here's how to get help, from self-service resources to direct support.

Before Asking for Help

You'll get faster answers if you try these first:

• Check this documentation—your question may already be answered
• Ask the assistant in your stack — it can read the error and explain what failed
• Ask in the community chat; someone has usually hit the same thing
• Read the error message carefully — it usually names the actual problem

Support Channels

Documentation (You're Here)

How Stacks work, how to read a backtest, and the research method behind testing an idea honestly. Searchable and always available.

The assistant in your stack

The fastest help is usually in the workspace you are already in. It can read the error, inspect the script it wrote, and explain what failed. Usage limits depend on your plan and on whether you are running the hosted engine or your own.

Community Chat

Connect with other traders who've likely faced similar issues. Often the fastest way to get unstuck.

Email Support

For account issues, billing questions, or bugs that need developer attention. Response times vary by plan.

Support by Plan

Every plan can open the app, use the editor and terminals, and build and run Stacks. What the paid tiers add is engine capacity, the multi-model configuration, publishing to the marketplace, and priority on support.

Writing Good Support Requests

Help us help you faster:

• Describe what you expected to happen
• Describe what actually happened
• Include the exact error message (copy/paste, don't paraphrase)
• Include relevant code (minimal example that reproduces the issue)
• Mention what you've already tried
• Include your plan type and username

Example of a good support request:
────────────────────────────────────────────
Subject: Backtest fails with "KeyError: Close"

Expected: Backtest runs and shows results
Actual: Error on line 5

Error message:
KeyError: 'Close'

Code:
data = fetch_data('BTC/USD', '2023-01-01', '2024-01-01')
closes = data['Close']  # Error occurs here

Tried:
- Confirmed internet connection works
- Tried different symbols (same error)
- Restarted the app

Plan: Quant
Username: trader123

Common Issues & Quick Fixes

Zero trades in backtest

Your entry conditions are never met. Print your signals to debug: print(entries.sum()). Try loosening thresholds.

ModuleNotFoundError

A required package isn't installed. Run pip install [package_name] in your terminal.

Data not loading

Check your internet connection. Verify the symbol exists and the date range is valid. Try a well-known symbol like BTC/USD or AAPL.

Strategy runs but loses money

This isn't a bug—it means your strategy logic doesn't have an edge. Review your entry/exit conditions, check your metrics, and consider paper trading before real money.