Support

01How to reach us

There are three addresses. Using the right one gets you a faster answer, but nothing is lost if you pick the wrong one — we forward internally.

Response times

• We reply to support email within 2 business days.
• Business days are Monday to Friday, excluding public holidays in Portugal. Messages that arrive at a weekend are picked up on the next business day.
• Billing requests, including refunds, follow the timings set out in the Refund and Cancellation Policy.

02What support can and cannot do

We can help with:

• account access — sign-in, password resets, email address changes;
• subscriptions, invoices, cancellations and refunds;
• errors, missing analyses, tickers that will not add, pages that will not load;
• explaining how the service works — what an indicator measures, how a stage is classified, what a field on a card means;
• bug reports and feature suggestions, which are genuinely welcome.

We also cannot give tax or legal advice, cannot act on your behalf with a broker, and cannot access, place or cancel any trade — the service has no connection to any brokerage account.

03Before you write

A few problems have a faster fix than waiting for a reply. It is worth thirty seconds to check.

04What to include when you write

For anything that looks like a bug, these four things usually mean we can answer once instead of asking you three follow-up questions.

1. The email address on your account — write from it if you can, so we know we are looking at the right account.
2. What you did, and what happened instead of what you expected. One or two sentences is plenty.
3. Where it happened — the page, and the ticker if the problem is with a specific one.
4. Your browser and device, and a screenshot if you have one.

For billing, include the Paddle order reference from the receipt Paddle emailed you. It is the fastest way to find the transaction.

Please do not send passwords, card numbers or bank details by email. We will never ask you for any of them, and we do not need them to help you.

05Account and subscription

• Cancelling: you can cancel at any time, using the manage-subscription link in any Paddle receipt, or by emailing billing@jpintostocks.com. Access continues to the end of the period you have paid for. Full terms in the Refund and Cancellation Policy.
• Refunds: requests go to billing@jpintostocks.com with the Paddle order reference. The window and the processing times are set out in that same policy.
• Invoices and receipts are issued by Paddle and emailed at the time of each charge, and show the net price and any tax as separate lines. If you need one reissued, or need a company name and VAT number on it, write to billing — a valid EU VAT number may remove the tax from future charges under the reverse charge rules.
• Changing your email address, or deleting your account and its data: write to support@jpintostocks.com. Data protection requests can also go to legal@jpintostocks.com.

06Contact

07Company identification