> For the complete documentation index, see [llms.txt](https://botlyz.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://botlyz.gitbook.io/docs/english/support.md). # Support ## Getting help Botlyz provides two channels for any question, issue, or bug report. ## 1. Support form (in-app) ### How does it work? In the "Help" tab of the Botlyz application, you will find a form to fill in: * **Category**: select "Bug" or "Support" * **Description**: explain your issue or your question * **Email**: enter your email address so we can get back to you * **Submit**: click the button to send We review every request and will get back to you by email at the address provided. ### What to include in the description? So that we can help you as effectively as possible: **For a bug:** * When did the bug occur (date/time)? * What were you doing? * What error message did you receive? * Have you tried reloading the app or your browser? * Do you have any logs or screenshots? **For a support question:** * Describe your question or issue as precisely as possible * Include your user ID if possible * Mention whether it is urgent ## 2. Telegram technical support > **Scope of support.** Support answers technical questions about how the software works (API key configuration, the status of a strategy, reading logs, account access, bugs). It does not provide any advice on which strategies to choose, how much to commit, or what leverage to use: those decisions are yours. Botlyz is a software editor, not an investment adviser. ### Contacting technical support For a technical question about using the software, contact support: **@botlyz\_manager on Telegram** Quick access: ### When to use this channel? * You have a technical question about how the app works * You encounter a bug or an error to report * You are unable to use the in-app form * You need help configuring your API keys or accessing your account ## Common types of requests ### A strategy is not working **Before contacting support, check:** 1. Your Lighter API key is correctly configured * Permissions: trade-only key (trading only, no withdrawal possible) * Wallet: make sure the address is the correct one 2. Your Lighter account has enough collateral * Go to your Lighter account * Make sure your balance is greater than the strategy's allocation 3. The strategy is enabled (not paused) * Go to "Manage my strategies" * Make sure it is not "paused" or "stopped" 4. Check the logs (if available) * Click on the strategy, then on "Logs" * Look for any error or warning messages **If it still does not work after these checks:** * Describe what you have tried * Send the full logs * Provide your user ID and the strategy ID ### Question about fees Botlyz applies a single fee: a **protocol fee of 10 bps (0.10%)**, charged automatically on each order via Lighter's "partner attribution" program, capped at 10 bps. This is a protocol fee, charged and paid out by the platform: it is not a Botlyz invoice or commission, and Botlyz takes no commission on your gains. Lighter's own platform fees (trading fees, funding) apply separately, independently of Botlyz. **Common questions:** * "What do the 10 bps correspond to?": it is the 0.10% protocol fee applied to each order, capped at 10 bps. * "Does Botlyz take a commission on my profits?": no, no fee on gains. For the full details, see the [Fees](/docs/english/frais.md) page. If you have a question about a specific amount, contact support and provide the date and the order concerned. ### Access to my account **If you cannot log in:** 1. Make sure you are using the correct Telegram phone number 2. Make sure your invite code is correct 3. Try another browser or clear the cache 4. Contact support with your registered email address **If your account has been suspended:** * Contact support to find out the reason * Explain your situation if you believe it is a mistake ### Security question **If you think there is a security issue:** 1. **Contact** @botlyz\_manager on Telegram **immediately** 2. Never share your API keys or secrets publicly 3. Describe the issue without giving sensitive details 4. We will help you secure your account As a reminder, Botlyz is non-custodial: your funds and your keys stay with you, the API keys are trade-only (no withdrawal possible), and you sign your configuration (EIP-712). See [Non-custodial security](/docs/english/securite-non-custodial.md). ### Suggestion or feedback **Do you have an idea to improve Botlyz?** Contact support with: * A clear description of your suggestion * Why you think it is useful * How it would improve your experience Your feedback helps us develop better features. ## Response time We do our best to respond quickly: * **Support form (in-app)**: reply by email within 24 to 48h * **Telegram @botlyz\_manager**: faster reply depending on the workload **Note**: responses may be slower on weekends or public holidays. ## Quick FAQ ### Do you have a chat or a forum? Yes, we have an active community: * **Public channel**: @botlyzpublic (announcements, articles, discussions) * **Community chat**: accessible from the app (exchanges between users) For direct technical questions, use the support form or @botlyz\_manager. ### Can I share a link to my profile or my strategy? No, for privacy reasons. Your account data (PnL, configuration, balances) is only visible to you, and to the support team only if you share it for troubleshooting. ### How much does it cost to contact support? Nothing. Support is free and included in the use of Botlyz. There is no additional fee for asking a question or reporting a bug. ### Can I export my data? Yes. You can export your trade history, your PnL, and your logs from the "Data" or "Exports" tab of your user area (feature coming soon if it is not yet available). Contact support if you need a specific export. ## Privacy policy All data you send us via the support form or Telegram is handled confidentially. We will not share your data with any third party without your permission. See the [Legal notice](/docs/english/mentions-legales.md) page for more details on how your data is handled. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://botlyz.gitbook.io/docs/english/support.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.