Getting help
Every way to reach the team - live chat, a bug or feedback report, email, and the community - and which one fits.
There are four ways to reach us, and they are not interchangeable. This page says what each one is for, so you pick the right one first rather than after a wait.
Which channel
| Channel | Use it for | Where |
|---|---|---|
| Live chat | Anything you want answered now, by a person. | The Support row under Help in the app sidebar. Desktop only. |
| Feedback | A bug, an idea, or a feature request - anything with detail worth writing down. | Feedback under Help in the sidebar, the More menu on mobile, or Report a problem in Settings. |
| Documents, account closures, and being locked out - the things chat and the in-app form cannot serve. | support@perpsfund.com | |
| Discord | Talking to other traders, and to the team, in the open. | discord.gg/perpsfund |
Live chat
Live chat opens in the app and reaches the team directly. It is the fastest channel we have.
It is desktop only. That is a real constraint, not an oversight: the chat window needs the room. On a phone, use Feedback for anything with detail, or email for anything urgent.
Live chat also needs you to be signed in, which is why email stays the channel for an account you cannot get into.
Sending a bug report or an idea
Feedback opens one form with three tabs, and the tab you choose is how the report is routed:
| Tab | For |
|---|---|
| Bug report | Something is broken or behaving wrong. |
| Feedback | Something works but could be better. |
| Feature request | Something you want that does not exist yet. |
Give it a title and a description, and attach up to three screenshots if they help. With a screenshot attached the description can be short - the image is the detail, and the words only have to say what we are looking at.
You never need to include IDs
Your account context and the page you were on are attached automatically. You do not need to find an account number, a trade id, or a timestamp - we already have them, and the team is alerted the moment the report arrives.
Email is the right channel for three things specifically:
- Identity documents. Anything you send for verification goes here.
- Closing your account, if you would rather not do it yourself in Settings.
- Being locked out. Live chat needs a session; email does not.
Discord
Discord is the community. Other traders are there and so is the team, but it is a public channel - never post anything you would not want public, and never post an identity document, a wallet seed phrase, or a code from your authenticator there.
Disputing something specific
Some questions have a better path than a general one:
- A breach you think is wrong - see If a breach looks wrong, which explains what the platform recorded and how the review works.
- A payout that has not moved - payouts are reviewed by hand and are not instant. See Payouts for the states a request passes through before you report it as stuck.
- A rule you want the exact wording of - the Rules page is the authority, and Trading rules explains it.
Related
- Frequently asked questions - the fastest answer to a common question.
- If a breach looks wrong - the dispute path, in detail.
- Settings - where Report a problem lives.