Support

Contact

Email support@edgeproof.pro. Replies are sent within 5 business days, usually sooner.

Billing questions — receipts, invoices, payment methods, refunds already requested — are handled by Paddle, the merchant of record. The link on the Paddle receipt reaches them directly, at any time.

What to include

A useful first email saves a round of questions:

• The email address used on the account
• The TradeStation Customer Number — in TradeStation: Help → About → Licensed To
• The edition (Basic or Pro) and whether it is a trial
• The TradeStation version
• What happened, what was expected, and the steps that led there
• A screenshot of any message shown
• The EdgeProof log file, where relevant (see below)

Never send a password, TradeStation login details or brokerage account details. Support never asks for them.

The log file

EdgeProof keeps a log of what it was doing, which is often the fastest way to find a problem. It is a plain text file called EdgeProof.log, in one of two places:

• inside the strategy's working folder, in a Logs subfolder; or
• if no working folder was set yet, in %LOCALAPPDATA%\EdgeProof\Logs\ — paste that into the Windows File Explorer address bar to open it.

The log records EdgeProof's own activity. It is a text file and can be read before sending.

Common questions

The license token is not accepted. Copy it again from the account page, in one piece, with no spaces or line breaks. If the message says it was issued to a different Customer Number, TradeStation is logged in under another number.

The TradeStation Customer Number has changed. Email support with the old and new numbers. A replacement license is issued free of charge.

A new token is shown on the account page. Paste it into EdgeProof using the License button on the Settings tab. New tokens are issued after a purchase, when the permanent license becomes available, at each yearly renewal and after an upgrade.

Requesting a refund. See the Refund Policy.

Something in EdgeProof looks wrong. The user guide's Troubleshooting section covers the most common cases. If it does not, email support with the details above.

Privacy

Support emails are used only to answer the request, and handled as described in the Privacy Policy.