If you can’t find  the help you need by searching the Help system or this Trouble Shooting section, then please don’t hesitate to contact us using any of the methods described below. Please note that our support service is open between 8:00am and 1:00pm. Requests received in this period are answered immediately, if possible, while those received outside this period are answered within 24 hours or less. If your question is best answered on the phone, then we will call you back, unless you have asked us not to. We regret we are only able to call back UK mainland numbers starting 01, 02, 03 or 07.

You can contact us by calling on 01865 582 289. If demand is high, or we’re involved in call-backs to other customers then you’ll be able to leave a message and we’ll call you back as soon as possible. If you call outside our hours of 8:00am – 1:00pm then we’ll call you back the next day. However, we may be able to answer sooner if you use any of the following methods, which is why we recommend them. This also allows you to specify a call-back time and enables us to provide you with a faster, more contiguous service.

If you go to the Technical Support tab in the RuleTrader Dashboard (in either the Live or Test session), you’ll be able to click on the Contact Support or Contact Support (web) buttons. The former will display the Request Support dialog, shown below, while the latter will open the equivalent form on our web-site (see below):

Here you can enter a message describing the issue you’re facing, including any details that might help our support staff answer your query. Please do not press the Enter key to create a new line, when typing your message, as this will submit the request. Unfortunately we can’t change this behaviour.

Please ensure the email address you provided is still up-to-date; if not you can amend it here. Also, as queries are sometimes best answered with a phone call, please ensure we have your correct phone number. You can ask us not to call using the option in the ‘Call preference’ drop-down list, or you can specify a time when you’d prefer us to call and, if you wish, you can specifically request a call by checking the option ‘I’d like a callback’.

When you’re signed into this web-site, you’ll find in your account menu (click on the icon in the top-right corner of any web-page) a ‘technical support’ option. Click on this (or just click here, or click the Contact Support (web) button in the Dashboard‘s Technical Support tab – see above) to access a web-page with a contact form with much the same functionality as the In-Product form, but with two differences: you can use the Enter key to enter a new line in your message; and you can upload any files (e.g. screenshots) that you think may be useful in describing your problem.

You can also email us at support@ruletrader.co.uk. If you take this route, please remember to include your name, phone number and call-back preferences plus, most importantly, your RuleTrader web-site user name, as this allows us to track your requests and so provide contiguous support. You’ll find this displayed at the top of the Technical Support tab in the RuleTrader Dashboard. NB: Your details are automatically included when you use the either the Web Support or In-Product Support contact methods, which is why they should be preferred.