When self-service steps have not resolved an authentication, market-data, order, position, account, or workspace issue, open Tradara’s configured Help panel and send a report that carries the identifiers and timestamps an investigator needs. Start with the issue-specific articles first — they often resolve the problem faster than a conversation.
Capture the exact visible message, time and timezone, account, symbol, status, and order ID before you refresh or change anything. Refreshing often destroys the evidence.
Stay signed in if it is safe to do so. The support integration identifies an authenticated user only when its configuration and user verification are available.
Strip passwords, one-time codes, tokens, agreement details, and unrelated personal information out of your notes and screenshots.
On desktop or compact web, open the profile menu and select Help. The desktop footer also provides Help.
If the configured support panel opens, search the available help content before starting a conversation.
Lead with one sentence describing what failed, what you expected, and when it occurred.
Add the safe diagnostic details for the affected surface, as described below.
Record the account name and type, dated instrument symbol, side, order type, quantity, price, time and timezone, order ID, status, filled quantity, and the exact rejection message. State whether you use desktop or compact web. For connection issues, report MD feed age, MD RTT, and Trading API separately instead of saying only “connected.”
For uncertain order state, the account, dated symbol, order ID, exact time, status, and filled quantity matter most. Do not place a replacement order merely to reproduce the issue.
State what you expected and what happened.
List the exact reproduction steps, surface, account, symbol, time, and visible message.
Attach screenshots that exclude secrets, cropping out unrelated personal information.
A report with this much context lets Support separate authentication, market-data, execution, layout, and browser failures instead of guessing.
Never send passwords, MFA codes, recovery URLs, session tokens, or payment data. Support is also not an emergency order-management channel — use the labeled Tradara controls to cancel or close, and do not submit another order to test uncertain execution state.
The in-product panel opens only when support is configured for that deployment. Preserve the issue details if selecting Help has no effect.
If the panel opens but does not identify your conversation, confirm you are signed in with the affected Tradara identity.
