Contact & Support
Customer Support
Section titled “Customer Support”Email support@trade8.xyz for account access, verification, funding, orders, API integration, or the market maker program. Use your registered account email when you have one.
What to Include
Section titled “What to Include”| Issue | Details That Help Us Investigate |
|---|---|
| Order or fill | Account, order or client order ID, exchange, instrument, UTC time, and remaining exposure |
| Deposit | Asset, network, amount, transaction hash, deposit ID, and receiving address |
| Withdrawal | Withdrawal ID, asset, network, amount, request time, and hash if broadcast |
| API or MCP | Request ID, endpoint or tool name, error code, timestamp, and a redacted request or log |
| Verification | Application reference and the item that needs clarification |
| Market maker program | Firm, contact person, exchanges, expected request rates, capital, and connectivity needs |
Use a specific subject, such as “Order status — strategy-a-0001” or “Deposit — USDC — Ethereum”. Explain what happened and whether the issue is ongoing. Keep passwords, API secrets, signatures, wallet keys, recovery phrases, and unsolicited identity documents out of the message.
Security and Open Positions
Section titled “Security and Open Positions”Put “Security” or “Open Position” in the subject for those issues. Revoke exposed credentials and use authorized account controls to manage orders and positions while the issue is investigated.
For an unknown order result, follow Troubleshooting before retrying. A timed-out request may have executed.
Compliance, Legal, and Privacy
Section titled “Compliance, Legal, and Privacy”Email compliance@trade8.xyz for eligibility reviews, compliance complaints, privacy requests, or official legal enquiries. Include the account or case reference, relevant dates, and the outcome requested.
Authorities should follow Compliance Request Guidance. See the Privacy Policy for information requests and secure submission.