Never include secrets
Do not send passwords, recovery codes, authorization headers, API keys, full card numbers, or unredacted identity documents.
Support routing
Email support open
Send the right context the first time
Choose the closest support path and include only the information needed to investigate. Credentials, payment-card details, and private keys never belong in a support message.
Support router
01Product & account
02Data issue
03Billing
04Security report
- Primary channel
- Data reports
- CONTEXT FIRST
- Billing
- STRIPE PORTAL
- Sensitive data
- DO NOT SEND
support@orblytics.io
Symbol, session, and timezone
Secure account management
Passwords, cards, or API keys
One clear subjectReproduction contextSensitive data removedHuman review
Choose a route
What can we help with?
Each button opens a new email with a useful subject line. Add the checklist details that apply to your issue.
Product & account
Sign-in, membership access, settings, exports, and product behavior.
Include the account email and affected page.
Data issue
A level, chart, provider label, date, or historical result appears wrong.
Include the symbol, session, ORB window, and timezone.
Billing
Subscription status, portal access, cancellation, or checkout questions.
Never send full card or bank information.
Security report
A suspected vulnerability, privacy issue, or unexpected account access.
Share minimal reproduction steps; do not access another user.
Faster investigation
A useful report is reproducible.
Screenshots help, but the page, time, active settings, and expected behavior are what let support retrace the problem.
01Affected page or feature
02Symbol and ORB window, if relevant
03Date, approximate time, and timezone
04What you expected and what happened
05A screenshot with sensitive details removed
06Browser and device type
One thread per issue
Reply to the original thread with additional context. Duplicate messages can separate evidence and slow investigation.
Use the support address
All routes go to support@orblytics.io, so your history stays in one place.
Self-service
The answer may already be documented.
Check product questions, current system health, and the methodology before opening a new request.