Contact TradeLyser Support: Help & SLA
When self-service guides cannot resolve your issue, TradeLyser support helps with account access, broker sync, CSV import, billing, and data questions. This page explains how to contact the team effectively—what to send, expected response times by plan, support hours in IST, and which troubleshooting articles to try first so you get a faster answer.
TradeLyser is built for Indian traders journaling across Zerodha, Fyers, Angel One, Upstox, and more. The more context you provide about broker, account, and error messages, the quicker support can reproduce the problem.
Before you contact support
Working through these steps often resolves issues in minutes and makes any escalation sharper:
- Search this docs site for your symptom (trades not syncing, connection failed, CSV errors, missing trades, incorrect P&L, dashboard not loading).
- Read the relevant FAQ section.
- Check broker status for API outages.
- Try Reconnect + Sync Now for sync issues (sync guide).
- Clear browser cache or test incognito for UI issues.
- Review Sync History for error text.
Include what you already tried in your first message—it prevents duplicate suggestions.
Contact methods
Email support (all plans)
Email: support@tradelyser.com
Best for: detailed data issues, CSV samples, billing, account security, attachments.
Typical response times:
| Plan | Target response |
|---|---|
| Trial | Within 48 hours (business days) |
| Basic | Within 24 hours (business days) |
| Pro | Within 4 hours (business days) |
Urgent security or payment lockouts—mark subject line URGENT and describe impact.
In-app chat (Pro)
- Log in to TradeLyser.
- Click the chat icon in the header.
- Describe the issue; attach screenshots when prompted.
Best for: quick clarifications during market hours, follow-ups on open tickets.
Pro chat may offer extended coverage—confirm in-app banner for current hours.
Help center and documentation
You are already in the documentation site (docs.tradelyser.com). Bookmark:
Community and video resources may be linked from the marketing site; docs remain the canonical technical reference.
What to include in your request
A complete ticket reduces back-and-forth. Copy this template:
Subject: [Broker] – short issue (e.g. Sync fails after OAuth)
Account email: you@example.com
Plan: Trial / Basic / Pro
Broker: Zerodha / Fyers / etc.
Affected account label in TradeLyser: (e.g. Zerodha – Primary)
Issue summary:
(2–3 sentences)
Steps to reproduce:
1.
2.
3.
Expected result:
Actual result:
Already tried:
- Reconnect / sync / incognito / etc.
Attachments:
- Screenshot of error
- Sync History or import summary
- One example trade (symbol, date, time) if data missing
Browser & OS: Chrome 124, Windows 11
Time of issue (IST): 28 May 2026, 10:15 AM
Do not send: broker passwords, OTPs, or full API secrets. Support may ask you to rotate API keys in the broker portal instead.
Issue priority guide
| Priority | Examples | How to flag |
|---|---|---|
| Critical | Cannot log in, unauthorized access suspicion, payment charged incorrectly, widespread data loss fear | Email URGENT + in-app if Pro |
| High | Sync broken multiple days, cannot import month needed for compliance, Pro dashboard down during session | Clear subject + business impact |
| Normal | Feature how-to, widget customization, single-trade edit | Standard queue |
Support triages by impact and plan SLA—not by message length alone.
Support hours (India Standard Time)
| Day | Hours (IST) |
|---|---|
| Monday – Friday | 9:00 AM – 6:00 PM |
| Saturday | 10:00 AM – 4:00 PM |
| Sunday | Closed |
Messages sent outside hours are queued for the next business window. Pro users may have extended coverage for chat—check in-app status.
For market-hour emergencies (cannot access journal before session), use Pro chat if available and mark email URGENT with timezone context.
Common issue routing
Send users and support to the right doc first:
| Your problem | Start here |
|---|---|
| Trades not updating | Trades not syncing |
| Cannot connect broker | Connection failed |
| CSV won’t import | CSV import errors |
| Trades missing in UI | Missing trades |
| P&L mismatch | Incorrect P&L |
| Blank dashboard | Dashboard not loading |
| Billing / upgrade | Compare plans |
| Security | Secure account |
Billing, refunds, and account deletion
- Plan comparison: compare plans
- Upgrade: upgrade Pro
- Refund requests: request refund
- Delete account: delete account
Include invoice ID and charge date for billing tickets.
Data and privacy requests
For export, correction, or security concerns, reference privacy practices. Support verifies account ownership via registered email before discussing trade data.
Mentors and mentees
Mentor access issues: grant mentee access, manage permissions. Mentees should contact support with mentor cc only when both parties agree—trade data is sensitive.
After you submit a ticket
- Watch inbox and spam for
support@tradelyser.com. - Reply on the same thread with requested screenshots or CSV samples (redact account IDs).
- Test the fix on a small date range before bulk re-import.
- Confirm resolution in the thread so tickets can close.
If no reply within SLA for your plan, send one polite follow-up with ticket time and subject line.
Alternative learning resources
- How-to guides — Full sidebar on docs.tradelyser.com
- FAQ — Frequently asked questions
- Broker connection — Troubleshoot connection
- AI features — AI recommendations
Frequently asked questions
I did not get a response yet—what should I do?
Check spam; verify you emailed from your account email; send one follow-up after SLA window.
Can support log into my broker?
No. You reconnect OAuth or rotate API keys yourself.
Can I share my screen?
Support may offer a scheduled call for Pro complex cases—ask in chat.
Is phone support available?
Primary channels are email and Pro chat unless announced otherwise.
How do I report a security vulnerability?
Email support with subject Security and avoid public disclosure until acknowledged.
Will support import my CSV for me?
They guide you; you upload imports for privacy. Send redacted samples only.
Can support fix P&L on my account?
They diagnose; you or approved edits apply fixes per incorrect P&L.
Escalation and feedback
If your issue remains unresolved after two business cycles:
- Reply on the same email thread with “Escalation requested” and ticket timeline.
- Summarize impact (e.g. cannot journal tax month, Pro user blocked pre-market).
- Attach updated Sync History or import log after each fix attempt.
Product feedback (feature requests, UI improvements) is welcome in the same channel—clearly label Feedback vs Bug so routing stays fast.
What support typically cannot do
Understanding boundaries sets expectations:
- Log into your broker or enter OTP on your behalf
- Guarantee broker API uptime or same-day API changes from brokers
- Provide tax or legal advice—consult a qualified CA for filings
- Recover trades you deleted intentionally without a new export
- Override broker duplicate rules to force identical duplicate rows
Support can explain error codes, confirm known incidents, and guide you through reconnect, import, and settings steps documented on this site.
Building a personal “support packet”
Power users keep a one-page note updated monthly:
- Broker list and Client IDs (last 4 digits only in tickets)
- Last successful sync per account
- Default fee template version in TradeLyser
- Browser used for OAuth
- Link to latest CSV backup location (local drive, not email)
When something breaks, paste the packet into your first email—resolution time drops sharply.
Language and screenshots
Support operates in English for technical tickets; you may include Hindi terms for broker UI labels if it helps locate buttons (e.g. Kite trade book path). Screenshots should show:
- Full browser window including URL bar (redact tokens if visible)
- Error toast or Sync History row
- Broker trade book for the same symbol/date when reporting missing trades
Annotate screenshots with arrows rather than sending ten uncropped images.
Trial users: getting unblocked quickly
Trial accounts have the same troubleshooting docs as paid plans. To avoid using trial days on back-and-forth:
- Complete broker connect using the exact connect guide for your broker.
- Import at least one week of CSV if API history is short.
- Email support with your trial email and day number so priority can be assessed fairly.
Upgrading is not required for good-faith bug reports, but Pro SLAs apply only on active Pro subscriptions.