Aurora Support
This page is the operational support entrypoint for Aurora users. If your issue affects live execution, include full context so we can reproduce and isolate quickly.
Before Contacting Support
- Verify exchange API permissions: enable only required permissions and keep withdrawals disabled.
- Check account balance, symbol availability, and leverage settings on your exchange account.
- Confirm timestamp accuracy and regional access constraints if requests are being rejected.
- Capture request IDs, timestamps, and screenshots for any failed workflow.
Support Channels
Primary support inbox: support@auroratrading.app
Security escalations: security@auroratrading.app
For onboarding and setup quality, also review exchange guides in Blog and risk tutorials in Academy.
Response Expectations
Standard requests are handled in the next business day window. Critical execution-impact incidents are prioritized when the request includes actionable diagnostics (timestamps, exchange, account email, and observed behavior).
Aurora support covers platform workflows and integration guidance. It does not provide individualized investment advice.
Troubleshooting Workflow
Aurora recommends a staged troubleshooting flow: first validate exchange-side prerequisites, then validate platform configuration, and finally inspect runtime behavior.
- Step 1: confirm API key scope, account status, and exchange-side restrictions.
- Step 2: validate strategy parameters, risk limits, and environment assumptions.
- Step 3: compare expected vs observed execution with timestamps and request IDs.
- Step 4: submit an incident report with reproducible context to support.
Operational Resources
Use the Blog for exchange setup guides and execution checklists, and use Academy for structured learning paths. For policy and compliance details, reference Privacy, Terms, and Disclosure.
Keeping these resources in your workflow improves issue prevention and lowers support turnaround time by reducing configuration drift.