Contact

SECTION 01

Open a ticket

Before writing, read the partner brief for the pilot scope and boundaries.

One desk for everything: technical support, licensing, refunds under the Refund Policy, partnerships, and press. Every ticket stays visible in My Tickets — no lost email threads.

SECTION 02

What to include (technical issues)

• The email address on your NeuronAlgo account.
• The robot name and, if relevant, your plan.
• Your MetaTrader 5 build, broker, and account type.
• A description or screenshot of what happens when you try to run it — tickets take up to 5 attachments (2 MB each).

The more of this you send in the first message — ticket or email — the faster the fix.

SECTION 03

Before you write

Most setup questions are already answered in the FAQ, and most questions about how robots are built and tested are answered on the Methodology page. The support desk collects all of it in one place.

SECTION 04

What to expect

First response within one business day — the same SLA whether you open a ticket or email us. Ticket status is always visible in My Tickets: new means received and queued, in progress means an agent is on it, on hold means we are waiting on your reply.

For guarantee-covered issues (see the Refund Policy), the 30-day clock is based on when you first contact us — so write early, even if you haven't collected every detail yet.