Support
We're here when you need us.
Whether you have a quick question or a complex account issue, our team has you covered. Start with the resources below before reaching out.
24/7 chat support
Searchable help center
Real people on the team
How to reach us
Three ways in. Same team on the other end.
Live chat is the fastest for time-sensitive issues. Email when you can attach context. The help center for the answers other traders have already asked.
Fastest
Live chat
Open the in-app live chat for real-time help. Fastest for time-sensitive issues.
Available 24/7
For more detailed inquiries, reach out to us at support@tradecatalyst.com.
First response within 4 hours
Help center
Articles, rule explainers, and walkthroughs for common questions. Searchable, always current.
What to include when you reach out
The more context you provide, the faster we can help.
Your account email
The address you signed up with — helps us find your account fast.
Your current level
Level 1 through 5. Many issues are level-specific.
The market or trade reference
Market name, market ID, or trade ID if you have it.
A clear description of what happened
What you tried, what you expected, what actually happened.
A screenshot or screen recording
A 10-second clip beats two paragraphs of explanation.
Timestamps
When did it happen, in your local time? Within ten minutes is fine.
What a good support message looks like
Instead of this
"Hey something is broken. My trade didn't work and I think you owe me money. Please fix asap."
Try this
"Account: mk@example.com, Level 3. At 2:47 PM ET on May 22, I placed a YES order on the Fed June rates market for 120 contracts at 64¢. The order shows filled in my history but my balance didn't update. Screen recording attached."
Frequently asked questions
The fine print, made plain.
Quick answers to the mechanics questions traders ask most. For anything not covered, our team is one message away.
Create an account at app.tradecatalyst.com/signup. For full fee details, see What does Catalyst cost?.
Email support@tradecatalyst.com from the address on your account with a brief description of the issue. A team member will assist you directly, no login required.
Contact us immediately at support@tradecatalyst.com or via chat and ask for a team member. Include your account email and what you observed. We take account security seriously and will prioritize your request.
A few reminders to keep your account secure:
- Never share your password with anyone, including people claiming to be from Catalyst. We will never ask for it.
- Avoid public computers and unsecured networks.
- Use a strong, unique password.
- If you think your account is compromised, change your password before contacting us.
Still haven't found what you're looking for? Browse the full