Documentation
Support, Security & Legal
Use support and legal pages when the issue is account-specific, broker-specific, billing-specific, or policy-related. Docs explain workflows; support is for cases where your account state needs investigation.
Support
Use Help to contact the team. Include the route, symbol, broker/account, action you attempted, approximate time, and any visible error.
Security
Review Security for the public security overview and guidance around account safety.
Privacy & Terms
Changelog
Use Changelog to see developer-focused release notes for product and platform changes.
What to include in a support request
- Your route or page.
- Whether you were in Terminal, Dashboard, Explore, Checkout, or Settings.
- The broker/account involved, if relevant.
- The symbol or strategy involved, if relevant.
- The action you took.
- The expected result.
- The actual result or error.
- Approximate time of the issue.
- Whether the broker itself shows a different balance/order/position.
Choose the right escalation path
| Issue | First action | What to preserve |
|---|---|---|
| Live order or position uncertainty | Open the broker and avoid duplicate submission. | Broker order ID, symbol, side, approximate time, and Astral screen state. |
| Account access | Start one clean sign-in or recovery flow. | Route, email domain if relevant, time, and visible error—never the code or password. |
| Billing or plan access | Check Settings and payment confirmation. | Subscription status, checkout result, feature-gate wording, and time. |
| Market data discrepancy | Compare symbol, source, timestamp, and adjustment basis. | Symbol, interval, displayed values, and screenshots without private account data. |
| Product bug | Reproduce once if safe and note the exact sequence. | Route, viewport, session or strategy identifier, console/error wording if visible. |
| Security concern | Stop using the affected credential or device and use the security contact path. | Non-secret indicators, affected account, time, and impact. |
What not to send
Never include passwords, one-time codes, private keys, complete payment-card details, full bank credentials, or unredacted identity documents in a general support form. Redact full broker account numbers and leave only enough of an identifier to distinguish the account.
If a support response asks for a sensitive value that seems inconsistent with the issue, stop and verify the request through the official Help or Security route.
Creating a useful reproduction
Describe the smallest sequence that demonstrates the issue. State whether it happens in a new session, whether a refresh changes it, and whether the broker or another Astral surface shows different state. Avoid repeatedly submitting an order, connecting an account, or purchasing a subscription solely to reproduce a problem.
Screenshots should include the relevant label and timestamp but exclude unrelated personal data. For visual issues, include viewport or device type. For strategy issues, include the strategy name or non-sensitive identifier and whether the result is backtest, paper, or connected.
Security and responsible disclosure
Use the Security page for Astral’s current security overview and disclosure direction. Do not test a suspected vulnerability against other users, access data outside your authorization, or publish exploit details before coordinated review.
Legal and product boundaries
The docs explain product behavior but do not replace the Terms, Privacy Policy, broker agreement, venue rules, affiliate agreement, or applicable law. When a contractual or regulatory term conflicts with an explanatory guide, the controlling agreement or policy governs.