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 Cody—the AI can explain errors and suggest fixes
• Search the community forums for similar issues
• Read the error message carefully—Python errors often explain the problem

Support Channels

Documentation (You're Here)

Comprehensive guides covering everything from Python basics to advanced strategy optimization. Searchable and always available.

Cody AI

Ask Cody directly in the IDE. It can explain code, debug issues, and suggest solutions. Available 24/7 (usage limits apply).

P2P 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

Support Tiers:
────────────────────────────────────────────
FREE (Trader)
  ✓ Documentation access
  ✓ Community forums
  ✓ Cody AI (5 prompts)
  ✗ Email support

QUANT ($39/mo)
  ✓ Everything in Free
  ✓ Priority email support (48hr response)
  ✓ Cody AI (100 prompts/mo)
  ✓ Strategy review (1/month)

DESK ($99/mo)
  ✓ Everything in Quant
  ✓ Priority support (24hr response)
  ✓ Cody AI (250 prompts/mo)
  ✓ Strategy optimization consultation
  ✓ Broker integration help

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.