Getting Help
Where to ask a question, report a problem, or reach support.
Support happens in two places:
- Discord - discord.gg/XmKVGvYBUr
- Email - support@risbot.io, or the form on the Contact page, which sends to that same inbox
Those are the only two. There is no other support address, no support account that messages you first, and no help desk anywhere else - so anything claiming to be one is not us.
Two more addresses are ours. @risbot_io on X is for releases and incidents - you can message us there too, but anything about your own account belongs in a Discord ticket. social@risbot.io is for partnerships and press.
Two rules before anything else
Never share an API key or secret. Not in a channel, not in a private ticket, not in a screenshot, not in a direct message. Nobody working on this will ever ask you for one, and there is no situation where support needs it. If somebody asks, they are not us.
Nobody from Risbot will message you first. Every scam that works in a trading community starts with an unsolicited direct message offering help, a recovery service, or a deal. We answer where you asked; we do not open the conversation.
If you have already posted one
Delete the message, then revoke that key on your exchange straight away. Deleting it does not un-see it - the only thing that closes the hole is revoking the key. You can connect a new one afterwards from your account page on the website.
Where to ask
#support is for questions. It is public, which is the point: the answer stays where the next person with the same question can find it.
#bug-reports is for something that looks broken. One post per problem, tagged. Say what you expected, what happened instead, and roughly when.
#open-a-ticket is for anything about your own account - a trade that did not fire, a connection that will not take, a balance that looks wrong. A ticket is a private channel between you and the team, and it is the right door whenever the answer involves your account rather than how the bot works in general.
support@risbot.io is for anything you would rather not raise on Discord, or if you do not use it. The same things apply to an email as to a ticket: it goes to the team, and it never needs an API key or secret.
The form on the Contact page goes to that same inbox, for when writing an email is more than the question needs. Leaving your email address on it is optional, and it decides one thing: with it we can reply, and without it we cannot. We never email you from the form - the page shows a reference once it is sent, which is worth quoting if you follow up. If you are signed in, your name, email and Profile ID are filled in for you.
What to have ready
- Your Profile ID - the short code in the account menu, under your name. It is safe to share, and it is the fastest way for us to find the right account.
- Which bot and which exchange.
- Roughly when it happened, and what you expected instead.
Screenshots help. Crop them first, and check them for an API key before you upload.
Confirming it is really you
For anything that touches your account, we may need to confirm you are its owner. That is done by sending a 4-digit code to your bot chat and asking you to read it back in the conversation you already started.
The rule that makes it work is that the code never goes anywhere else - not to another chat, not to a "verification bot", not to anyone who messaged you first. The whole procedure is on Checking a Bot Is Ours.