Support

Setup help, broker connection troubleshooting, webhook diagnostics, and platform questions.

Open a Support Ticket

Send the details once and TradeHook support can track the issue from the admin inbox.

Email reply

Support Channels

The ticket form is best for tracking. You can also email support with your username, broker type, symbol, webhook timestamp, and paper/live mode.

Email: support@tradehook.io

Scope of Support

TradeHook support covers platform setup, broker API connectivity, webhook formats, logs, risk controls, and technical troubleshooting. TradeHook does not provide trading advice, investment advice, strategy recommendations, or broker account advice.

Before Contacting Support

  • Confirm whether you are in paper or live mode.
  • Check Broker Setup for connected/disconnected status.
  • Review webhook logs for received payload, status, and reason.
  • Review trade logs for order lifecycle, close events, and rejected actions.
  • Check allowed symbols, session settings, and gate/risk controls.
  • TradeHook strongly recommends paper testing every strategy, symbol, alert format, quantity, and broker connection before switching to live execution.

Urgent Execution Issue

Disable live execution, disconnect broker credentials if needed, and manage the position directly in your broker account. Your broker account remains the source of truth.

Webhook Not Trading

Check exact JSON, symbol spelling, allowed symbols, duplicate protection, session rules, and broker connection state. Logs show the block reason when a signal is rejected.

Broker API Issue

Reconnect the broker, verify API credentials or token freshness, and confirm the broker account has permission for the instrument you are trying to trade.