Get Support

How to reach a human, how long to expect to wait, and what to include so the request gets resolved fast.

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How do I contact support? Two main paths, choose based on urgency:

• In-app feedback — Settings → Feedback at /account/feedback. This is the preferred channel for most issues. The thread keeps your account context attached, so the team can see your tier, recent actions, and connections without you typing them out.
• Email — support@alphio.ai for urgent issues (account compromise, payment incidents, trade execution errors). Use the email you registered with so the team can identify the account quickly.

For trading or wallet issues, include the order ID, wallet address, or tx hash at the top of the message — those are what the team filters on first.

Expected response time.

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Exact SLAs are being finalized. As a general guideline today:

• In-app feedback — typical response within 1 to 2 business days.
• Urgent email — typically prioritized higher than in-app for security / payment / execution categories; response varies by severity.

Response time depends on category, region, time of week, and current support volume. The team prioritizes:

1. Account compromise / security incidents.
2. Trade execution errors and stuck funds.
3. Subscription / payment issues.
4. General product questions.

How to attach screenshots and logs. Good attachments cut resolution time by a lot:

• Screenshots — include the full screen (not just the affected area). The header / URL helps identify the surface. iOS / Android / browser screenshots are all fine.
• Screen recordings — for issues that depend on a sequence of actions, a short recording is often clearer than several screenshots.
• Logs — on web, paste any browser console errors (right-click → Inspect → Console). On mobile, crash logs are submitted automatically; mention the approximate crash time in your report.
• IDs — order ID, wallet address, tx hash, conversation timestamp, action ID — paste the literal values rather than describing them.

Sensitive items (private keys, passwords, seed phrases) should never be attached — Alphio does not need them and no legitimate request will ask for them.

Status page / known issues.

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A public status page is being planned and may not be live yet. When it ships, the canonical URL will be linked from the in-app help surface.

In the meantime, ongoing widespread incidents are typically announced via the in-app announcement banner and the Alphio social channels. If you're experiencing an issue but the social channels and banner are silent, treat it as an account-specific issue and file via Feedback.

Reporting a bug bounty.

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A formal bug bounty program with structured rewards is not currently published. Responsible disclosure is still appreciated:

• Email support@alphio.ai with the subject prefixed [Security].
• Include reproduction steps, the impact you observed, and an assessment of severity.
• Disclose privately first — do not publicly post the vulnerability before the team has had a chance to fix it.

Payouts are discretionary today. When a formal program launches, the rules and reward tiers will be published on the docs site.