Support
A person answers.
Email support@terratrade.app for anything about your account, licence, billing, privacy or recovery, or open a ticket below when you are signed in. Ultra subscribers are handled ahead of the standard queue.
Contact
Write to us.
- support@terratrade.app. Write from the address on your account so we can act without extra checks.
- Tickets
- Signed-in customers can open a ticket here or from the dashboard. Tickets are attached to your account, so support can see your plan, masked licence, devices and previous tickets without asking.
- Priority
- Ultra tickets and emails are handled first. Priority is ordering by the same team, not a separate channel or a guaranteed response time.
- What support can and cannot see
- Your account status, plan, masked licence key, devices and tickets. Never your password, never your full key, and never the content of a cloud clip unless you ask for help with that clip, with each access recorded.
Faster answers
What to include.
Include
- The email address on your TradeClip account (write from it if you can).
- The app version and your operating system, for example TradeClip 1.2.0 on macOS 15.1.
- What you expected to happen and what happened instead, with the exact wording of any message.
- Any request id or ticket id the app or website showed you; every error screen prints one.
- For billing questions, the Stripe invoice number or the date of the charge.
Never include
- Your password. Support will never ask for it.
- Your full licence key. Support sees a masked form and cannot use the full key anyway.
- Card numbers. Payments live at Stripe; update a card from Billing in your dashboard.
Licence reset
Lost the computer that held your key?
A licence can be active on one installation at a time. If you still have the old computer, deactivate it yourself from Settings and activate the new one; no ticket needed. If you do not, support replaces the key. Here is exactly what happens.
Step 1
You ask
Open a licence-reset ticket from this page (signed in) or from your dashboard, or email us, and say what happened: a new computer, a reinstall, a lost or stolen device. If you still have the old computer, deactivating it yourself from Settings is faster and needs no ticket.
Step 2
A person reviews
Support checks that the account is yours, looks at the reset history and any risk signals, and asks a question if something does not add up. A ticket cannot change a licence by itself; the replacement is a separate, audited action.
Step 3
The old activation is revoked
The installation that held the key is signed out of the licence and the old key is marked replaced. It can never be redeemed again, by anyone, including you: a shared or leaked key stays dead.
Step 4
A replacement key is issued
A new key is created with a record of which key it replaced. It is emailed to you once and shown once in your dashboard. Enter it in the app on the computer you want to use; the same one-installation rule applies to it.
Every step is written to an audit log with the ticket reference, the person who approved it and the outcome. Repeated or unusual reset requests are escalated rather than approved automatically, and a failed payment never invalidates a key: paying again restores access on the same installation.
Signed in?
Most changes are self-service.
These pages need a signed-in session. If you are not signed in you will be asked to sign in first.
Settings: licence, devices and sessions
See your masked licence key, deactivate this computer to move to another, revoke a session or sign out everywhere, change your email or password, export your data or delete your account.
Billing: plan, invoices and cards
Change plan, open the Stripe billing portal to update a card or cancel, and find every invoice and receipt.
Overview: allowance and status
Your clip allowance for the current period, trial or plan status, and any notice that needs attention.
Status
System status.
A dedicated status page is planned. Until it exists, incidents are announced here and by email to affected customers. Recording on your computer never depends on our servers being up; sign-in, licence checks, clip counting and cloud sync do, and the app keeps working offline for up to 72 hours.
Security
Reporting a security issue.
Email support@terratrade.app with “Security” in the subject and as much detail as you can safely share. Please do not test against other customers’ accounts or data. We acknowledge reports and keep you informed while we fix the issue.