How can we help?
Live chat, email, or self-serve — whichever gets you back to trading fastest. Our support team is in UK/EU hours and replies within 24h worst case.
Live chat
Talk to a human right now inside the help center.
Typical reply: ~5 min · Mon–Fri
Email support
Best for detailed questions, logs, or screenshots.
Reply within 24h on business days
Knowledge base
Step-by-step articles, guides, and troubleshooters.
Self-serve docs
Enterprise & desks
Dedicated Slack, custom SLAs, onboarding call.
Reply within 1 business day
Popular topics
Most traders find their answer in one of these.
Getting started
Create your first agent in under 5 minutes.
Connecting an exchange
API keys, permissions, and what the engine needs.
Strategy language
What the AI understands — indicators, rules, timeframes.
Paper vs live trading
How the sandbox simulates fills and slippage.
Risk management
Stop-loss, take-profit, trailing, allocation caps.
TradingView signals
Wire alerts into an agent with a webhook.
Billing & credits
Plans, overage, invoices, proration and refunds.
Wallet & withdrawals
Coinrule never holds funds — everything is on-exchange.
Security
2FA, key scoping, incident reporting, bug bounty.
Active issue with an exchange or order?
Start with the live status page to confirm it's not a venue outage, then message support with the strategy ID and timestamp — we pull engine logs for that exact window.
Frequently asked questions
Still stuck? [email protected]
How long until I get a reply?
Live chat inside the help center is typically answered within ~5 minutes on business hours (UK timezone). Email goes out the same day on weekdays and within 24h on weekends. Enterprise customers have guaranteed SLAs depending on plan.
Where do I report a bug or an execution issue?
Email [email protected] with the strategy ID, the timestamp of the incident, and any screenshots. For execution issues, include the exchange and the trading pair. We'll pull the engine logs for that window and reply with a root cause.
What do I do if an order didn't fire?
First, check the strategy page — every evaluation and order attempt is logged in the activity feed. If the engine tried to place the order but the exchange rejected it (e.g. insufficient balance, market closed), the reason is shown inline. If nothing appears at all, reach out with the strategy ID so we can inspect the runner logs.
Can I get help migrating from the old Coinrule?
Yes. Email [email protected] with your old Coinrule email and we'll port your strategies, connections, and subscription. Migration is free and non-destructive — your old account stays intact.
How do I report a security issue?
Please email [email protected]. Do not open a public channel — we'll acknowledge within 24h and keep you posted on the fix. We run a private bug bounty for responsible disclosure.
Is there a status page?
Yes — cloud.coinrule.com/status shows uptime across the web app, execution engine, and each exchange integration. If something looks off on your end, check the status page before reaching out.
Can't find what you need?
Start a chat with the team and we'll pick it up within minutes, or drop us an email with the full context.