Support: ready answers and chat with the team

3 min read · Where to ask the MAMAY team a question, what's sent along with it and how the answer arrives.

Level:

Short version for experts: tables, lists and screenshots only.

Words in this lesson (3)

Order book — The list of all buy and sell orders at every price at this very second.

Position — An open trade: what you have bought or sold and haven't closed yet.

DEMO — The DEMO account in MAMAY: prices and fees are real, orders don't go to the exchange, and no real money is at risk.

Where to find it

"Support" is in the "System" block and is also the turquoise button at the bottom of the menu, next to "Trader's Voice". A badge on it means an answer has arrived.

Support opens as a window on top of MAMAY — the chart, order book and positions stay where they are. The window doesn't close when you switch tabs; "—" collapses it into a bar at the bottom, "✕" closes it (the answer will wait). You can drag the window by its header anywhere, and with the ⧉ button (or by dragging it outside MAMAY) move it to another monitor. Inside there are three tabs: "Home" (your question and frequent answers), "Chat" and "Help" (all ready answers with search).

Ready answers first

The "Home" and "Help" tabs collect answers to frequent questions: the subscription key, error 403 on an exchange, API key permissions, DEMO and REAL, signals in Telegram. Start typing your question — MAMAY immediately suggests matching answers. If it helped — click "Yes". If not — "No, I need an operator".

Write to an operator

Describe what happened and on which screen.
Optionally — how to address you and your email: we'll also send the answer by email.
You can attach a screenshot — PNG or JPG up to 2 MB.
Click "Send".

The answer arrives right here. You can close the window and even MAMAY — the answer will wait. At night the operator replies in the morning, and MAMAY will tell you so honestly.

What's sent with your question

Only what you see:

the text, your name and contact, if you provided them;
this MAMAY's support number (M-XXXXXX) and plan — so the operator knows what you're working with;
if you tick "Attach program details" — the version, DEMO/REAL mode, system and the latest errors from the log. The "what exactly will be sent" link shows this before sending.

Exchange keys, balances and trades are never sent.

MAMAY support never asks for exchange keys, passwords or confirmation codes. Anyone who asks is a scammer.

After the answer

Problem solved — click "Question resolved" and rate the help with stars: this shows us where we answer well and where we need to do better. Still have a question — just write again, the conversation continues.

The chat has a "Get replies in Telegram" button: the MAMAY bot opens, tap "Start" — and the operator's replies will also arrive in Telegram, you can answer right there, and everything goes into the same conversation. If you've already connected Telegram for signals, the link works immediately.

You can also write to the MAMAY bot in Telegram directly — the same team will answer.