Support & Bug Reporting
How Support Works
TradeMonkey provides live, in-app support during active trading hours, when issues are most likely to surface.
Live support is available:
During the London session
During and up to the end of the New York session
These windows are intentional — they align with when users are actively trading, reviewing trades, importing data, or reconciling sessions.
Support is accessed inside the app via the support modal.
What Happens Outside Live Support Hours?
If you submit a support request after the New York session has ended, your ticket is not ignored or delayed indefinitely.
Instead:
Your message is queued
It is reviewed and responded to during the next live London session
This ensures:
Responses are thoughtful, accurate, and context-aware
Issues are handled when the team is actively available
You receive answers from people who understand the platform deeply
TradeMonkey does not provide 24/7 reactive support, but it does provide consistent, predictable, human support.
What Support Is Best Used For
Use in-app support when you need help with:
Understanding something you're seeing in your data
Trade imports or reconciliation questions
Rules behaving differently than expected
Clarifying how a feature is intended to work
Confirming whether something is a bug or expected behavior
If something "feels off," support is the right place to sanity-check it.
Reporting Bugs
What Counts as a Bug
A bug is when the platform behaves contrary to its documented behavior, for example:
Trades fail to import when the CSV is correctly formatted
Data disappears or changes unexpectedly
Rules evaluate incorrectly despite required data being present
UI elements fail to load or respond
Errors appear that prevent normal use
Unexpected patterns or poor performance are not automatically bugs — often they are signals of missing data or incomplete reconciliation.
If you're unsure, submit the issue anyway. Support will help determine what's happening.
How to Report a Bug (Best Practices)
To help us resolve issues quickly, include:
What you expected to happen
What actually happened
The account and date range involved
Screenshots or screen recordings if helpful
(Do not include passwords or sensitive credentials)
Clear context reduces back-and-forth and speeds resolution.
What Happens After You Submit a Bug
Bugs are reviewed during live support hours
Confirmed issues are logged and prioritized
You'll be updated if further clarification is needed
TradeMonkey favors fixing root causes, not quick patches that introduce new ambiguity.
A Note on Signals vs Bugs
Because TradeMonkey is a behavior dashcam, it often reveals things users haven't seen before.
Noticing:
Skipped rules
Missing emotions
Conviction gaps
Data gaps after imports
Is usually a signal, not a failure.
Support helps you distinguish between:
"The system isn't working"
"The system is showing me something new"
Both matter — only one is a bug.
Summary
Support is provided inside the app
Live support runs during London and end of New York sessions
Tickets submitted later are answered during the next London session
Bugs and questions are handled through the same support flow
Clear context leads to faster, better answers