Support

One address, answered in a day.

Write to support@tradepolaris.com and a person replies within one business day.

Email supportRead the FAQ
First reply to support
1 business day
When the inbox is read
Mon to Fri
To report a duplicate charge
14 days
To acknowledge a security report
2 business days
How to reach us

Email, with enough to reproduce it.

There is no ticket portal to sign into. One address reaches the people who build the product.

  1. Write to support

    Send to support@tradepolaris.com from the address on your account where you can.

  2. Say what happened

    Name the page or the action, what you expected, and what you got instead.

  3. Add the identifiers

    The run or report id, the invoice date, and the time in UTC narrow it in one pass.

  4. Get a reply

    Within one business day, from a person who can read the logs for your account.

What to include

Six things that save a round trip.

Your account email

We look the account up by it, and we never ask for your password.

The time, in UTC

Roughly when it happened, so the request shows up in the logs.

The run or report id

Copy it from the address bar of the page you were on.

What you expected

The number or the outcome you were looking for, in one line.

Where you were

The browser, the desktop app or the phone app, and its version.

A screenshot

Optional, and it settles layout and chart questions quickly.

Other routes

Where each kind of question goes.

Common questions

Products, data coverage, pricing and gates are answered on the FAQ.

Billing and refunds

Cancel from your account page. The refund position is in the Terms.

Service status

A public status page is coming. Until it is up, ask support and we will tell you what we know.

Your data

Export and deletion live on the account page, and the Privacy Policy says what we hold.

Sales and partnerships

Desk onboarding, data agreements and press go through Contact.

Before you write

Four answers up front.

Can support tell me what to buy or sell?
No. TradePolaris is research software and support does not give investment advice. We explain how a number was computed and which data version it came from. The decision stays yours. See the Disclaimer.
A figure looks wrong to me.
Send the run id or the report link and the figure you are looking at. Every result keeps the method and the data version behind it, so we can show you where the number came from or fix it. The methodology covers how a backtest is graded.
I was charged twice.
Write within 14 days of the charge with the invoice date and the last four digits of the card. We refund duplicate and erroneous charges to the original payment method. Section 9 of the Terms sets out the full refund position.
I cannot sign in.
Reset the password from the reset page first, because that fixes most cases without waiting for a reply. If the reset email does not arrive, write to support with the address you used and the time you tried.