Getting help
Strix is run by a small team. There is no 24/7 desk and we are not going to pretend otherwise — so this page tells you what to expect, and what to do in the situations where waiting for a reply is the wrong move.
If money is at stake, act first — then write
Strix is a tool you use alongside your broker. Your broker holds your money and your positions; we do not. That matters when something looks wrong:
- To stop the software acting — use the kill switch in the Risk Center. It halts automation and attempts to close open positions, and it reports honestly if any close fails.
- To be certain a position is closed — close it in your broker's own platform. That is the authoritative place, always. Do not wait on us for that.
- To cut off access entirely — revoke the API key in your broker's dashboard. Strix cannot act without it.
Then write to us with what happened. Those three actions are faster than any reply we could send, which is why they are listed first.
Email us
We aim to reply within two business days. That is a target, not a guarantee — and it is deliberately unambitious so it is a number we can actually keep.
What helps us help you, in one message:
- Your account email or username.
- What you did, what you expected, and what happened instead.
- Roughly when — a timestamp with a timezone is ideal.
- Whether you were in paper or live mode.
- Which broker you had connected, if any.
Never send us a password, an API key or an API secret. We will never ask for one. If you have already pasted a credential anywhere you are unsure about, revoke it at the broker and issue a new one — that is always the right move, and it costs you nothing.
Before you write, these may answer it faster
- Pricing — what is on each tier, and the plain arithmetic on what your account has to clear before Pro pays for itself.
- Risk disclosure — what leveraged trading can do to an account, stated without softening.
- Privacy — what we store, where it is held, and how to delete it.
- Blog — what we are building and what has been falsified along the way.
Two things we cannot do
We cannot give financial advice. Not informally, not as an opinion. We are not authorised to, in any jurisdiction, and a tool that grades its own strategies honestly has no business telling you what to trade.
We cannot act on your broker account. We have no console into it and no way to place, cancel or close an order on your behalf outside the app. If a position needs closing right now, your broker's platform is the answer.
Reporting a security issue
Mail the same address with SECURITY in the subject and we will prioritise it. Please give us a reasonable window to fix something before disclosing it publicly. We would rather hear about a problem from you than from a user.