There is no ticket queue and no outsourced support desk. Messages go to the same small team that writes the models, runs the collectors and publishes the research record.
Pick whichever channel suits you. All three reach us.
Telegram
Best for anything that needs back-and-forth — MT5 setup, licence activation, a screenshot of something that looks wrong. Usually the quickest reply of the three.
Best for billing, refunds, invoices, existing-licence questions and anything you want a written record of. Include your order email so we can find you on the first reply.
Best if you prefer voice notes or your Telegram is blocked. Same team, same answers — text only, we do not take calls.
Send it to the right place and it gets answered once.
Nothing here is a rule you can break — every channel reaches us. It just saves a round trip.
| If you need | Best channel | Include |
|---|---|---|
| Licence not activating after payment | Telegram | The email you paid with, and the account name shown in your MT5 terminal. |
| MT5 or indicator installation help | Telegram | A screenshot of the terminal, and which broker you are on. |
| Signals stopped arriving | Telegram | Roughly when they stopped, and which market. Check the dashboard first — it shows live feed status. |
| Billing, invoice, refund, cancellation | Your order email and the approximate date of purchase. | |
| Changing plan or term | Which plan you are on now and what you want to move to. | |
| Pre-sales — which plan fits me | Any | Your broker, and whether you trade forex as well as OTC. |
| Questions about the research or the method | Which experiment or figure you are asking about. We answer these properly, so give us the specifics. | |
| Partnership, media, or bulk licensing | Who you are and what you have in mind. One paragraph is enough to start. |
How to get a useful answer on the first reply
Most support threads take three messages only because the first one did not say enough. If you can, include:
- The email you paid with. It is how every licence is keyed.
- Your broker and platform. Behaviour differs between them more than people expect.
- A screenshot rather than a description of the screenshot.
- The time it happened, and the timezone you are quoting.
- What you expected to see instead of what you saw.
Two things we will not do
We will not ask for your broker password, and you should never send one. Nothing we sell needs access to your trading account — our software reads charts and produces analysis, it does not place orders. If anyone claiming to be us asks for account credentials, it is not us.
We will not tell you what to trade. We can explain what a signal means, how a model was validated, and what the research does and does not show. We cannot give you personal trading advice, and anyone in this market who offers to is selling you something else.
Official channels are only the three on this page. Anything else using our name is not us.
These come up most, and the answer never changes.
How quickly will someone reply?
Telegram is usually the fastest and email is answered within one working day. We are a small team in a research company, not a 24-hour call centre — if you write overnight you will get an answer, just not instantly.
My licence has not activated yet.
Activation is keyed to the email address used at checkout. If you paid with one address and are trying to activate with another, that is almost always the cause. Send us the payment email over Telegram and it is usually fixed in minutes.
I stopped receiving signals.
Check the dashboard first — it shows live feed status per market, so you can see immediately whether the market is quiet or the feed is down. If a feed is down, an automated watchdog has already been alerted and is restarting it. Tell us anyway; a report from a subscriber is worth more than a metric.
Can I get a refund?
Write to support@ss7trader.com with the email you paid with. Tell us plainly what went wrong — if the product did not do what this site says it does, we would rather refund you than argue about it.
Which plan do I need?
The difference is market scope, not delivery. Core covers the OTC markets; Pro adds forex. If you only trade OTC on a binary platform, Core is the whole product for you. If you are unsure, tell us your broker and what you actually trade, and we will tell you the cheaper option if the cheaper option is right.
Will you tell me your strategy or your model features?
No. We publish the full method — how results are validated, which gates a configuration has to pass, and every experiment we rejected. We do not publish the input specification, because that is the product. Anyone who does publish theirs is either not selling it, or not telling the truth about it.
Do you offer a guaranteed win rate?
No, and treat anyone who does as a warning sign. Our research figures are measurements on historical data under a stated entry model, published with their confidence bounds and their failures. They are not promises about your account, and nothing we sell is validated as a guarantee.
Who you are actually writing to.
Risk warning
Everything SS7 Trader sells is analysis software: it never places, changes or closes an order, and it never needs access to your trading account. Nothing we publish is trading advice or a forecast of future results. Trading carries significant risk of loss and is not suitable for everyone. Availability of binary products differs by jurisdiction — it is your responsibility to check what is permitted where you live.