Getting help
Every way to reach the team (a bug or feedback report, email, Discord, and live chat where it is offered), where to find each one, and which one fits.
There are several ways to reach us, and they are not interchangeable. This page says where each one is and what it is for, so you pick the right one first rather than after a wait.
Where to find help
Most of the app has two entry points side by side: Support, which opens the support hub, and Feedback, which opens the report form directly.
| Where you are | Where they are |
|---|---|
| The app on desktop | Support and Feedback under Help in the sidebar. |
| The app on a phone | Support and Feedback in the More menu. |
| The terminal on desktop | Support and Feedback in the status bar along the bottom. |
| The terminal on a phone | Support and Feedback at the bottom of the Account tab. |
| The Dashboard | Support and Feedback at the foot of the account menu: your avatar opens it at the far right of the header on a computer, the blue + on a phone. See the account menu. |
| Settings | Report a problem on the Account tab (on a phone, at the top of the Danger Zone card on the Security tab), which opens the Feedback form. |
Feedback needs you to be signed in, so the signed-out demo terminal shows Support only.
The Support hub lists the channels available to you: Live chat (where offered, see below), Discord, Email, and Report a problem, which opens the Feedback form.
Which channel
| Channel | Use it for |
|---|---|
| Feedback | A bug, an idea, or a feature request: anything with detail worth writing down. |
| Documents, account closures, and being locked out: the things the in-app form cannot serve. support@perpsfund.com | |
| Discord | Talking to other traders, and to the team, in the open. discord.gg/perpsfund |
| Live chat | A question you want a person to answer, where live chat is offered. |
Live chat
Live chat is not always offered. When it is, it appears as the first row of the Support hub, Live chat, and as a chat bubble in the corner of the dashboard. If the Support hub shows no Live chat row, live chat is not available to you, and Discord or email is the way in.
It is desktop only: on a phone the hub leaves the row out, because the chat window needs the room. On a phone, use Feedback for anything with detail, or email for anything urgent. When you are signed in, the conversation is attached to your account.
Sending a bug report or an idea
Feedback opens one form with three tabs, and the tab you choose is how the report is routed:
| Tab | For |
|---|---|
| Bug report | Something is broken or behaving wrong. |
| Feedback | Something works but could be better. |
| Feature request | Something you want that does not exist yet. |
Give it a title and a description, and attach up to three screenshots if they help. With a screenshot attached the description can be short: the image is the detail, and the words only have to say what we are looking at.
You never need to include IDs
Your account context and the page you were on are attached automatically. You do not need to find an account number, a trade id, or a timestamp: the report already carries them.
Email, at support@perpsfund.com, is the right channel for three things specifically:
- Identity documents. Anything you send for verification goes here.
- Closing your account, if you would rather not do it yourself in Settings, or if Settings tells you to email because you have a challenge in progress or a funded account.
- Being locked out. Email needs no session.
Discord
Discord is the community. Other traders are there and so is the team, but it is a public channel: never post anything you would not want public, and never post an identity document, a wallet seed phrase, or a code from your authenticator there.
Disputing something specific
Some questions have a better path than a general one:
- A breach you think is wrong: see If a breach looks wrong, which explains what the platform recorded and how the review works.
- A payout that has not moved: payouts are reviewed, then sent in USDC. See Payouts for the states a request passes through before you report it as stuck.
- A rule you want the exact wording of: the Rules page is the authority, and Trading rules explains it.
- Whether the platform itself is having a problem: check Status.
Related
- Frequently asked questions - the fastest answer to a common question.
- If a breach looks wrong - the dispute path, in detail.
- Settings - where Report a problem lives.