Contacts and support

All the Sync addresses in one place. Before writing to support, look at Frequently asked questions and the Troubleshooting section: most situations are already covered there in the bot's own words.

Where to go

What you need	Where
To trade: menu, bots, trades, subscription	Main bot @sync_trading_bot
To receive trade events	Notification bot @Sync_trading_notifications_bot
A question or a problem	Support bot @sync_trading_support_bot
News and updates	The channel @sync_team
About the product, plans, partners	The site sync.trade

Support answers in the support bot. The main bot and the notification bot do not read messages — for text sent outside the screen where it is expected, the main bot only reminds you that a button tap is expected here.

When it is definitely worth writing

• The bot itself suggested contacting support — for example when there is no free service bot for connecting a channel.
• You need to change the individual limits of your account: the number of Grid or DCA bots, the number of grid levels, the maximum leverage. Only support changes those. Plans and bot limit.
• You received “Your account is locked: …” or “⛔ Signal trading is disabled for your account”.
• A position was left without protection, the bot lost track of a position, or placed the wrong size or direction — write at once, do not wait until the end of the day.
• Questions about payments, receipts and refunds.

What to attach to your message

The more precise the description, the faster the answer. A handy template:

Bot: the bot name in Sync · Pair: BTCUSDT · Market: Spot / Futures · Leverage/margin: 3x, CROSS
Time (with time zone): when it happened
What I did: step by step
Expected: what should have happened
Got: the bot message, word for word
On the exchange at that moment: orders / position — what you saw

Copy the bot texts word for word instead of retelling them; add a screenshot of the message if you have one. The bot name and the time are usually enough: support sees the sequence of events for each bot, so there is no need to reproduce every step with screenshots.

Important

• The secret key is entered only in the main bot — when creating an exchange bot or through the Update API keys button. It is not needed anywhere else, so do not forward it to anyone. Key security.
• Signals belong to the channel authors: questions about why a trader gave a particular signal go to the channel author, not to Sync support. Support helps with how the bot read and executed that signal.