Support Tickets

Navigate to Support in the sidebar and click New Ticket. Every ticket requires four fields:

• Subject — a brief summary of your issue.
• Category — the area your issue relates to (see below).
• Priority — how urgent the issue is (see below).
• Description — a detailed explanation of the problem, including any steps to reproduce it.

After submitting, your ticket is assigned a number and enters the Open queue for our support team.

Choose the category that best matches your issue so it reaches the right team:

• Billing — payments, balance, top-ups, invoices.
• Technical — platform bugs, errors, or unexpected behaviour.
• Account — login, authentication, profile, or organisation issues.
• Bot — bot deployment, configuration, or trading issues.
• Other— anything that doesn't fit the above categories.

Priority helps our team triage your ticket. Choose the level that reflects the impact:

• Low — general questions or minor inconveniences with no immediate impact.
• Normal — standard issues that need attention but are not time-sensitive.
• High — problems that significantly affect your workflow or trading.
• Urgent — critical issues such as bots executing incorrectly, funds at risk, or complete inability to access the platform.

The Support page lists all tickets for your organisation. Each ticket shows its number, subject, status, priority, and creation date.

Ticket Statuses

• Open — your ticket is in the queue and awaiting a staff response.
• In Progress — a support team member is actively working on your issue.
• Waiting on You — staff have replied and are waiting for your response.
• Resolved — the issue has been resolved. You can no longer reply to the ticket.
• Closed — the ticket is archived. Resolved tickets are automatically closed 7 days after resolution.

Click on any ticket to view the conversation thread. Messages from our support team appear with a blue Support label; your messages are labelled You.

If your ticket is in the Waiting on You state, replying automatically re-opens it in the support queue so our team is notified.

Once a ticket is marked Resolved or Closed, the reply form is disabled. If you need further help on the same topic, open a new ticket.

Plutarc sends ticket updates by email to your account address and, if you've linked a Telegram chat, also to Telegram. Two notification categories are available:

• Staff reply — fires when a support team member replies to your ticket.
• Ticket resolved — fires when your ticket is marked resolved or closed.

Email is enabled by default for both categories; Telegram is opt-in once you've linked a chat. To adjust, open Account Settings and scroll to the Notification Preferences card — toggles are in the Support section.

Reply from your inbox — you can respond to any ticket email directly; your reply posts back onto the ticket and our team picks it up. No need to return to the dashboard.

Tickets that have been in the Resolved state for 7 days are automatically moved to Closed. You will be notified via email (and Telegram, if linked) when this happens.

Closed tickets reopen automatically if you reply to the closure email — your reply posts onto the thread and the ticket returns to Open. For a separate issue, start a new ticket from the dashboard.