Contact us
Updated · July 2026
We're a small team and we read every message. Whether you're stuck on a setup, have a billing question, or found a bug, the fastest way to reach us is by email.
Support & technical help
Setup issues, EA installation, webhooks, copy trading, and anything that isn't working the way you expect.
[email protected]Billing & accounts
Questions about plans, add-ons, invoices, upgrades or cancellation. Include your account email so we can find you.
[email protected]Privacy requests
Data access, correction or deletion requests. Use the subject line "Privacy Request" — details are in our Privacy Policy.
[email protected]Before you write
Many questions are already answered in our guides and setup walkthroughs — they're the quickest path to an answer.
Browse the guides →01 Response times
We aim to reply to support email within one to two business days, and to privacy requests within 14 business days as described in our Privacy Policy. TradeAon is operated from Bangkok, Thailand (UTC+7) by a small team, so a message sent late in the European or American trading day is normally answered the following morning our time.
02 What to include
To help us resolve things faster, please include where relevant:
- The email address on your TradeAon account.
- What you were trying to do and what happened instead.
- Your platform (MT4, MT5 or cTrader) and broker.
- Any error message or the relevant entry from your dashboard event log.
For a signal that did not execute, the single most useful thing you can send is the timestamp. With that we can line up three things — what arrived at our endpoint, what we sent to your terminal, and what your broker did with it — and tell you which of the three failed. Without a timestamp we are guessing alongside you.
03 What we can and can't help with
Being explicit about this saves everyone time.
We can help with: webhook payloads that are rejected or silently ignored, the EA not connecting or not appearing online, symbol names that don't resolve on your broker, copy pairs that open on the master but not the slave, volume that comes out at an unexpected size, journal rows that look duplicated or missing, storage and plan limits, billing and cancellation, and anything to do with your account data.
We can't help with: whether a strategy is any good, which instrument or broker to trade, why the market moved against a position, or account issues that belong to your broker — margin calls, spreads, swap charges, withdrawals, and verification are all between you and them. We are the plumbing between your strategy and your broker; we don't advise on either end.
04 Reporting a security issue
If you believe you have found a vulnerability — anything that could expose another user's accounts, trades or tokens — email us with "Security" in the subject line and please don't post the details publicly first. Tell us what you found and how to reproduce it. We will confirm receipt and tell you what we're doing about it.
05 Account deletion
You can ask us to delete your account and its data at any time; the procedure and the timeline are in §07 of the Privacy Policy. You don't need to give a reason. If you would rather keep the data but stop paying, cancelling from the billing page drops you to the Free plan instead and nothing is deleted.