Getting Help and Contacting Support
This page explains where to get help with CleaRank. Every tool has a Learn More panel that answers questions about that tool in place, these docs cover each feature in depth, and the in-app support widget starts a written conversation without making you leave the screen you are on. It also covers what to include in a report so the first reply is the one that fixes it.
Route 1: the Learn More panel inside the tool
Every calculator and analysis tool has a Learn More button that slides out an education panel on the right side of the screen. It is the fastest answer for the most common kind of question, which is not “how do I click this” but “what does this number mean and is mine good or bad”.
The panel is written for the tool you are in. The Margin Calculator’s opens a margin trading guide with the formula, worked leverage examples, and the risk framing. The Breakeven and Trade Expectancy panels explain the arithmetic behind the result. Opening the panel does not clear your inputs, so you can read and then go straight back to your numbers.
Route 2: these docs
This help center covers every tool, tab, and setting in the workbench. Use the search box at the top of the documentation menu to filter the whole navigation as you type, then open the category you need. If you are new, start with Getting started. If a number on screen is the thing confusing you, the tool’s own docs page defines it and tells you what a good value looks like.
Route 3: the support widget
The round pink and teal button in the bottom-right corner of the workbench is the support widget, labeled “Need help?”. It is on every page, including inside the simulator, so you do not have to navigate away and lose an open panel or a half-finished order ticket.
Opening it shows a panel titled Support with two parts: a button to start a new conversation, and Your conversations, a list of every thread you have already opened with its status and the date it was created. Threads are tied to your account, so they follow you between devices and are still there after you sign out and back in.
- Open the widget. Click the “Need help?” button in the bottom-right corner. On mobile it sits just above the bottom navigation bar.
- Start a new conversation. Choose “Start a new conversation”. To follow up on something you already reported, open the existing thread instead so the history stays in one place.
- Write a subject. Keep it to one short, specific line, such as “Margin Calculator shows no stress test on JPY pairs” rather than “bug”.
- Describe the issue. Give it at least a couple of sentences, because “it does not work” is not something anybody can follow. Use the checklist below to fill the space usefully.
- Send, then watch the thread. Click Send. The reply arrives in the same conversation, which stays listed under Your conversations with an open status until it is resolved.
What to include when you report a problem
A report that contains these five things can usually be followed on the first read. A report missing them costs a round trip, which is the single biggest cause of slow answers.
- Which tool, and which tab. “Trading Simulator, Positions tab” is specific. “The simulator” is not.
- What you expected to happen. State the outcome you were aiming for, not just the click you made.
- What actually happened. Quote the exact message or number on screen. “Margin level read minus 132 percent” is far more useful than “the number looked wrong”.
- The exact inputs. Symbol, side, quantity, leverage, account currency, timeframe, date range. Currency and symbol are the two that most often explain a surprising result.
- Browser and device. For example “Chrome on Windows” or “Safari on iPhone, installed as an app”. Also say whether you were in light or dark mode if the problem is visual.
Five things worth checking before you write
These account for a large share of reports and take under a minute each.
- Prices look frozen. Check the market status badge in the simulator. Crypto runs continuously, forex runs through the trading week, and stock markets follow exchange hours and holidays. A closed market freezes the chart on purpose.
- A profit or loss figure looks far too large or too small. Confirm the account currency and the instrument. Quote currency conversion is the usual explanation on pairs quoted in JPY, CHF, or CAD.
- The layout looks broken after an update. Reload the page. If you installed CleaRank as an app, you may see the previous version once before it updates itself, so close and reopen it and the new version appears.
- You cannot sign in. Use Send reset email in Settings, Profile tab, and check the address you actually signed up with.
- Animation or density feels wrong. Settings, Appearance tab controls theme, reduced motion, compact density, and pinch-zoom. See Account settings.
What support will not do
Support can explain how a tool works, how a number is calculated, and what to do when something is broken. It cannot tell you what to buy or sell, whether a trade is a good idea, or what your position size should be. CleaRank is a planning, practice, and research platform, and everything in it is educational.
Frequently asked questions
Where is the support widget?
Bottom-right corner of the workbench, on every page, labeled “Need help?”. On mobile it sits just above the bottom navigation bar.
Do I lose my work when I open support?
No. The widget opens over the current page. Your inputs, chart, and open panels stay exactly where they were.
How long can a support message be?
Keep the subject to one short line, and give the description at least a couple of sentences so somebody can follow what happened. Both fields hold several paragraphs, so if your report needs more room than that, send the essentials plus the exact steps to make it happen again.
Where do replies show up?
In the same conversation, under Your conversations in the support panel. Threads are tied to your account, so they are available from any device you sign in on.
Can support tell me whether a trade is a good idea?
No. CleaRank is educational and does not give financial advice. Support helps with how the product works, not with trading decisions.
Stuck on something right now?
Open the workbench and use the “Need help?” button in the corner.
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CleaRank tools are for education and analysis. Nothing in this guide is financial advice.