There are two ways to get help inside the app: an assistant that answers from these Help Center articles, and a person. The assistant is faster and is right about most things; when it isn't, it hands the conversation over rather than leaving you to start again somewhere else.
Opening the assistant
- Anywhere in the app — the round button floating in the corner of the screen. It opens a panel with the chat in it.
- From the user menu — Help & support. Useful on the chart Studio, where the floating button is hidden so it doesn't sit on top of the chart controls.
- On your phone — open the menu and choose Help & support. It opens as a sheet, so it never covers the tab bar.
- Here in the Help Center — the assistant is on the Help Center home page as a card.
Moving the button, and resizing the panel
The panel floats over your data, and the corner that works on one screen is in the way on another. Open the panel and click the move icon in its header to put it in any of the four corners — Top left, Top right, Bottom left or Bottom right.
To resize it, drag one of its free edges — the two not pinned to the corner it sits in. Each edge changes one dimension, so you can make the panel taller without also making it wider, and their shared corner changes both. The handles are faint until you hover them, and they light up while the move controls are open. They also take the arrow keys once focused, with Shift for bigger steps. Corner and size are remembered in this browser, so they stay put on this machine without following you to another one.
What the assistant can and can't do
It answers from these Help Center articles and cites the ones it used, so you can check the answer against the page it came from. It explains how the app works — it is not a trading adviser and it cannot see your trades. If no article covers your question it will say so rather than guess, and that is usually the moment to ask for a person.
Support messages come out of their own daily allowance — 10 a day, the same on every plan, reset each day. They never come out of your AI actions, so asking for help never costs you a trade review. If you run out, the way forward is a person, not an upgrade: there is nothing to upgrade to, because every plan gets the same number.
Handing the conversation to a person
Click Talk to a person at the bottom of the chat at any time. The app also offers it by itself when it can tell the assistant isn't helping — when you ask for a human, when two answers in a row come back with no Help Center article behind them, when you mark an answer as wrong, or when you've used the day's messages.
You don't have to write anything: the conversation you already had goes with the request, which is the whole point. Add a note if there's something the chat didn't cover.
What gets sent with it
- This conversation. The questions you asked the assistant and the answers it gave, so you don't retype them.
- Anything you add below. Optional — the transcript is usually enough.
- Your app version, plan and browser. So the answer fits the build you're actually running.
- The page you were on. Its address only — any filters or ids in the link are reduced to their names.
Your trades are never attached — same rule as a bug report. Links are stripped of their values, so a request sent from /trades?symbol=AAPL is recorded as /trades?symbol. See Reporting a bug for the full reasoning.
Getting the reply — and replying back
We reply usually within one business day. The answer arrives by email and in the app: the support button shows a dot until you read it, and the conversation is under Your requests in the panel. That tab lists one line per request — the last thing either side said, when, and whether it is still with a person — and a dot marks the ones answered since you last looked. Click one to read the whole conversation.
If the answer doesn't solve it, reply to it. There's a box at the bottom of the conversation you opened — writing there reopens the request and puts it back in front of a person, with everything already said still attached. You never have to start over.
When you're done with a conversation, choose Done — archive to clear it from your list. That hides it from you; it doesn't delete it, so the record of what was said stays in your data export and we keep our copy. Show archived brings it back, and replying to an archived conversation reopens it.
You can open up to five new requests a day.
If you're signed out or exploring in guest mode there's no account to attach a request to — support@ledgerofalpha.com reaches the same people, and so does the Contact page.
Your conversations are your data
A support request stores what you wrote, the chat that came with it and every message either side sent, against your account — so all of it is included in your data export and removed when you delete your account. See Exporting your data and Deleting your account.
Found a bug rather than needing help with one? Report a problem goes into the defect queue instead.