Create a support ticket

Open Support from the outer sidebar

Choose Help in the outer navigation to open the full Support page. Create a ticket and My tickets appear above the help-center topics in its inner sidebar. Use the article search when you want an explanation of a control, then start a ticket when your specific account or reproducible problem needs investigation. Support is available to authenticated application accounts independently of paid market-data or Developer API plans. A developer API key does not authenticate this customer-support workflow or its private images.

Write a subject that identifies the issue

Choose Create a ticket and enter a specific subject between 3 and 180 characters. Name the affected feature and symptom, such as a selected chart failing to save or a particular contract showing stale data. Choose the closest Topic: technical trouble, account and security, billing, market data and charts, Developer API, feedback or another issue. The category helps organize the conversation; it does not change the evidence needed to reproduce the problem. Avoid a subject containing credentials, payment details or an entire error log.

Describe actual and expected behavior

In Message, explain what you did, what happened and what you expected instead. Use numbered reproduction steps when a repeatable sequence exists. For example, identify the page, the control you changed and the exact result after saving or refreshing. Include the approximate time and time zone, plus whether the problem occurs consistently or only after a particular sequence. A useful expected result is concrete, such as the selected workspace reappearing after reopening it; “it is broken” does not tell support which behavior to test.

1. Choose Create a ticket and add a clear subject and topic.
2. Describe actual behavior, expected behavior and reproducible steps.
3. Review the message and attachments, then choose Create ticket once.

Include the right market or API coordinates

For market-data issues, include the exact root or dated contract, session, trading date, selected minute, filters and visible coverage or source state. A screenshot without those coordinates can show a real difference that is nevertheless impossible to compare. For API issues, include the route, safe parameters, structured error and request ID. For a billing issue, use a safe invoice reference and the intended action. These details identify the failing workflow without needing passwords, verification codes, browser session cookies, private payment links or a complete API key.

Attach evidence and preserve readability

Use the composer toolbar for emphasis, lists, quotes and HTTPS links. Separate observations and reproduction steps with paragraphs, including intentional blank lines. Attach up to five PNG, JPEG, GIF or WebP images per message, each at most 2 MiB, and wait for the upload previews before sending. Add text explaining which part of each screenshot matters. Crop or redact sensitive material before uploading. An image is evidence of the visible state at capture time, not proof that every source observation or earlier session interval was complete.

Verify creation in My tickets

After creation succeeds, the ticket opens as a private conversation belonging to your account. Check its subject and first message, then use My tickets to return later. Visible ticket screens refresh periodically and on focus, with a manual Refresh action available. A failed send keeps the current editor draft for review; it is not a promise that unsent text survives closing the tab or navigating away. If a network failure leaves the outcome uncertain, check My tickets before starting a duplicate conversation for the same issue.

Follow up within the conversation and respect limits

Reply in the same ticket when you have new evidence so support can read the history together. The system bounds each ticket to 1,000 messages and applies per-account UTC daily limits of 20 new tickets, 200 replies, 200 status changes and 50 image uploads. These are storage and abuse limits, not promised response times. A support reply is saved in the thread and separately queued for email from noreply@ordermap.si; a saved reply or queued job is not evidence of mailbox delivery. Continue the conversation inside OrderMap.