Your Trading Experience, Our Priority

Thank you for reaching out to our support team. Please fill out this form with as much detail as possible to help us resolve your issue efficiently.

User Information

(Required for account-related issues)


Full Name:

Registered Email:

Phone Number:

Account ID:

Device Type:

Operating System & Version:

App Version:

Issue Category

(Select the most relevant category)

Issue Description

(Provide as much detail as possible)


Date & Time of the issue:

How frequently does it happen?

Steps to Reproduce the Issue: (What were you doing right before the problem occurred?)

Error Message Received (if any): (Please copy the exact wording)

Screenshots/Videos: (Attach if possible)

Description / File Name

Upload File

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Trading/Investing-Specific Questions

(For issues related to trading, orders, or investments)


Are you trying to place a trade?


Asset Details (if applicable):


Stock/ETF Name & Symbol:

Cryptocurrency Pair (if applicable):

Forex Pair (if applicable):


Order Details (if applicable):


Order Type:

Order Amount:

Price (if Limit/Stop Order):

Did the order execute partially, fail, or give an error?

Connectivity & Performance

(For app crashes, slow performance, or data issues)


Internet Connection Type:

Have you tried:

Additional Information

Have you contacted support before regarding this issue?

Reference Ticket # (if applicable):

Any other relevant details?

Consent & Follow-Up

May we contact you via email for further clarification?

Preferred Contact Method:

Thank you for your submission! Our support team will review your request and respond as soon as possible.

App Support Form Insights

Please remove this app support form insights section before publishing.


Here's a detailed look at the Trading & Investing App Support Form. We'll break down its structure, purpose, and how each section helps us quickly diagnose and solve user issues.

1. Purpose of the Form

This form is designed to:
Quickly categorize the type of issue (technical, trading-related, account-related, etc.).
Gather essential technical details (device, OS, app version) for debugging.
Capture trading-specific data (orders, assets, execution problems) for financial accuracy.
Reduce back-and-forth communication by collecting all necessary details upfront.
Prioritize urgent issues (e.g., failed trades, security concerns).

2. Section-by-Section Breakdown & Insights

Section 1: User Information

Why it’s important:

  • Helps verify the user’s identity (critical for financial apps).
  • Device and OS details help reproduce bugs (e.g., an iOS 17-specific crash).
  • App version ensures the user isn’t on an outdated build with known issues.

Optimization Tip:

  • If the app has a "Report Issue" button, auto-fill device and app version to reduce user effort.

Section 2: Issue Category

Why it’s important:

  • Allows triage (e.g., security issues get escalated faster than UI bugs).
  • Helps route the ticket to the right team (e.g., trading ops vs. technical support).

Key Insights:

  • Login/Account Verification → Often related to 2FA, password resets, or KYC delays.
  • Trading Execution Errors → Requires checking order logs and market conditions.
  • Missing Market Data → Could be API-related or a data feed outage.

Section 3: Issue Description

Why it’s important:

  • Reproducibility is key—support needs exact steps to replicate the bug.
  • Timestamps help correlate with server logs.
  • Screenshots/Video provide visual proof (e.g., a misaligned chart or error popup).

Optimization Tip:

  • Encourage users to record their screen (iOS/Android screen recording) for complex issues.

Section 4: Trading/Investing-Specific Questions

Why it’s critical for trading apps:

  • A failed trade could mean real financial loss → Must be prioritized.
  • Order type, asset, and execution details help verify if it was a:
    • User error (e.g., wrong limit price).
    • System error (e.g., rejected orders due to liquidity).
    • Market condition (e.g., slippage in volatile crypto markets).

Key Insights:

  • "Order stuck in pending" → Could be an exchange delay or app syncing issue.
  • "Incorrect execution price" → May require trade reconciliation.

Section 5: Connectivity & Performance

Why it’s important:

  • Slow loading could be due to poor internet or server latency.
  • App crashes may be OS-specific (e.g., iOS 17.5 bug).

Optimization Tip:

  • Suggest users switch from Wi-Fi to mobile data (or vice versa) to rule out network issues.

Section 6: Additional Information

Why it’s useful:

  • If the user already contacted support, it prevents duplicate efforts.
  • Reference ticket # helps link related issues (e.g., recurring crashes).

Section 7: Consent & Follow-Up

Why it’s important:

  • Ensures compliance with data privacy regulations (GDPR, etc.).
  • Preferred contact method improves response efficiency (e.g., phone for urgent trade issues).

3. How This Form Improves Support Efficiency

Faster Resolution – Reduces back-and-forth by capturing details upfront.
Better Prioritization – Urgent issues (e.g., failed withdrawals) get escalated.
Data-Driven Debugging – Technical details help developers reproduce bugs.
User Trust – Structured forms show professionalism and reduce frustration.

4. Suggested Enhancements (Optional)

  • Automated Pre-Checks:
    • If the user reports a crash, auto-suggest: "Have you tried reinstalling the app?"
  • Integration with Logs:
    • If possible, attach device logs (for crash diagnostics).
  • Multi-Language Support:
    • For global apps, offer form translations.

Final Thoughts

This form is optimized for trading/investing apps, where issues can range from minor UI bugs to critical financial errors. By structuring queries logically, support teams can resolve problems faster while maintaining user confidence.


Mandatory Questions Recommendation

Please remove this mandatory questions recommendation before publishing.


Essential for troubleshooting, security, and regulatory compliance

1. User Information (Mandatory for Account-Related Issues)

  • Full Name → Verifies identity (critical for financial apps).
  • Registered Email → Ensures support responds to the correct user.
  • Device Type & OS Version → Bugs may be OS-specific (e.g., iOS 17 crash).
  • App Version → Confirms if the issue is fixed in a newer update.

Why Mandatory?

  • Prevents impersonation (security).
  • Helps reproduce technical issues.

2. Issue Category (Mandatory for All Tickets)

  • Must select at least one category (e.g., "Login Issues," "Trading Errors").

Why Mandatory?

  • Ensures proper triage (e.g., failed trades > UI bugs).
  • Routes the ticket to the correct team (e.g., finance vs. tech support).

3. Issue Description (Mandatory for All Tickets)

  • When did the issue occur? → Correlates with server logs.
  • Steps to reproduce → Helps developers debug.
  • Error message (if any) → Exact wording speeds up diagnosis.

Why Mandatory?

  • Without this, support cannot replicate or verify the problem.

4. Trading-Specific Details (Mandatory for Trade/Order Issues)

  • Order Type (Market/Limit/Stop-Loss) → Affects execution logic.
  • Asset Symbol (e.g., AAPL, BTC-USD) → Identifies the traded instrument.
  • Order Status (Failed/Pending/Partially Filled) → Determines urgency.

Why Mandatory?

  • Financial regulations require trade reconciliation.
  • A failed trade may require manual intervention.

5. Connectivity Check (Mandatory for Performance Issues)

  • Internet Connection Type (Wi-Fi/Mobile Data) → Rules out network problems.
  • "Have you restarted the app/device?" → Filters easily fixable issues.

Why Mandatory?

  • Many "bugs" are just temporary glitches fixed by a restart.

6. Consent for Contact (Mandatory for GDPR/Privacy Compliance)

  • "May we contact you via email?" → Required for data protection laws.

Why Mandatory?

  • Avoids legal risks (e.g., sending unsolicited emails).

Why These Fields Are Non-Negotiable

  1. Security & Compliance
    • Financial apps must verify user identity before discussing account details.
    • GDPR/CCPA requires explicit consent for communication.
  3. Efficient Troubleshooting
    • Missing device/OS details makes debugging impossible.
    • No reproduction steps = No way to fix the bug.
  5. Financial Accuracy
    • A "failed trade" ticket must include order details—otherwise, support can’t help.

Optional (But Recommended) Fields

  • Screenshots/Videos → Helpful but not mandatory (users may not know how).
  • Previous ticket # → Only needed for follow-ups.
  • Phone contact → Optional unless urgent (e.g., withdrawal blocked).

Key Takeaway

This balance ensures:
Fast resolutions (no back-and-forth for basic info).
Regulatory compliance (no privacy/security risks).
User convenience (only mandatory fields are truly necessary).

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