HOW TO REACH US

Email: support@acceltradex.com (24×7 ticket logging)

In-app help and live chat are available during operational hours.

SUPPORT HOURS

• Market-hours priority support: Monday to Friday, 9 AM – 4 PM IST (excluding NSE/BSE trading holidays)
• Standard support: Monday to Saturday, 10 AM – 7 PM IST.

WHAT WE HELP WITH

• Account access, login, and password issues
• Subscription, billing, and invoice queries
• Technical issues with charts, indicators, alerts, scanners, and other Platform features
• Trade-from-Chart connectivity setup (Platform side)
• Bug reports and how-to guidance
• Data discrepancies relative to exchange data
• Privacy and data-protection requests.

WHAT WE DON'T HELP WITH

• Investment, trading, or tax advice
• Profit/loss queries, contract notes, or ledger statements — these belong to your broker
• Order rejection, margin issues, settlement, or any execution-related issue — please contact your broker, and if unresolved, escalate via SEBI's SCORES portal
• Issues caused by third-party software, browsers, or internet connectivity.

RESPONSE TIMELINES (TARGETS)

• Critical issues (Platform down, login broken): acknowledgement within 1 hour
• High priority (payment failure, broker link broken): within 4 working hours
• Medium priority (feature glitch, data discrepancy): within 1 working day
• Low priority (how-to, feature requests): within 2 working days.

These are targets, not guarantees. Complex issues may take longer; we will keep you updated.

INFORMATION TO INCLUDE

Please share: your registered email, account ID, description of the issue, time of occurrence, browser/device details, and screenshots if available.

We will never ask you for your password, OTP, full card number, CVV, or full broker API secret. Do not share these with anyone.

PLANNED MAINTENANCE

Whenever possible, maintenance is performed outside Indian market hours and announced in advance.

ESCALATION

If you are not satisfied with a resolution, you may escalate to our Grievance Officer at grievance@acceltradex.com (acknowledgement within 24 hours; resolution within 15 days as per IT Rules, 2021).

CONTACT

Email: support@acceltradex.com 
Website: www.acceltradex.com