Support tickets

Paid subscribers get direct access to the Sigmate team through ticketed support. This page explains how to open a ticket, what to include, how the thread progresses, and when to expect a reply.

Who can open a ticket#

Anyone on a paid plan, including the $7 Starter trial. Free users can view the support page, but the "New ticket" button is locked until a subscription is active.

Not the right channel for urgent sales questions

If you are not yet a paid user and have a pre-sales question, the Telegram channel admins are the faster path. Tickets are optimized for post-purchase help.

Opening a ticket#

Go to /dashboard/support and click New ticket.
Give it a short, specific subject. "Webhook signature not verifying" is better than "webhook broken".
Describe the issue. Include exact steps, expected behaviour, actual behaviour, and any relevant IDs (signal id, payment id, ticket id, transaction signature).
Submit. You land on the thread view.

What to include#

Tickets resolve roughly 3x faster when they come in with enough context upfront. Useful things:

Signal id. Every signal has a UUID shown in its card header (#xxxxxxxx).
Transaction signature. For any on-chain interaction: payment, payout, token trade.
Exact request and response. For API or webhook issues, the URL, method, status code, and any error body. Redact your API key.
Timestamps. When you hit the issue, in UTC. Narrow windows beat "earlier today".
Browser and extension details. For wallet issues: which wallet (Phantom, Solflare, Backpack, etc.) and browser.

Ticket statuses#

Open. You just submitted, or you replied after the team resolved the thread. Waiting on Sigmate.
Pending. The team replied and is waiting on you. Read the reply and respond when ready.
Resolved. You marked the ticket as resolved or the team did. A reply from you reopens it to Open.
Closed. Fully done. You can still read the thread but cannot reply. Open a new ticket if the issue comes back.

Targets, not guarantees: typical first reply is under 12 hours. Most tickets resolve within 48 hours. If you are on Alpha and your issue is blocking live trading, mention that in the subject and we prioritize.

Marking tickets resolved#

The reply box has a small Mark as resolved link. Clicking it sets the status to Resolved and closes out the back-and-forth without closing the ticket entirely. If a later reply is needed, submit one and the status flips back to Open.

What support can and cannot do#

Can

Investigate missing signals, delivery failures, webhook delivery errors.
Confirm payment crediting, manually grant a subscription if a payment was miscredited.
Reset an API key you lost, rotate your webhook secret.
Adjust your wallet filter or personal pool on your behalf.
Explain signal internals and rank decisions.

Cannot

Recover private keys. Wallet keys are never sent to Sigmate. If you lose your wallet, your subscription is tied to the wallet address and cannot be transferred.
Reverse an on-chain transaction. Solana Pay transfers are final.
Give trading advice or predict token outcomes.
Disclose how the wallet pool is curated or the scoring formula weights. Those are business-critical.

Privacy#

Ticket threads are visible to you and the Sigmate admin team. Nothing you paste into a ticket is shared publicly. Keys, signatures, and wallet details sent here are used only to resolve the issue.

If you include an API key or webhook secret to explain an issue, rotate it after resolution so the support thread cannot be used to impersonate you later.