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How Do I Contact the Support Team?

How the Catalyst AI Assistant works, what kinds of questions it can answer, when to ask for a human agent, and what to include when reaching out

Support is available 24/7 through the chat widget in the bottom-right corner of the platform. When you open it, you will start with the Catalyst AI Assistant which was built to answer questions about the platform, the rules, your account, and your Challenge quickly and accurately.

For questions that require someone to look at your specific account, you can ask to be connected with a human agent at any point.

Start with the AI Assistant

The Catalyst AI Assistant can handle most questions without needing to involve a human agent. It has access to the full help center and is trained on Catalyst's rules, levels, payouts, trading mechanics, and more.

Good questions to ask the AI Assistant:

  1. What counts as a qualifying trade?

  2. How do I place a trade?

  3. What is the difference between a market order and a limit order?

  4. How do markets resolve and settle?

  5. What happens when a level ends?

  6. How do resets work?

  7. What are the level requirements?

Asking for a human agent

If the AI Assistant cannot resolve your issue, ask for a human at any point in the conversation. Type something like 'I want to speak with a person,' follow any prompts, and leave as much detail as possible about your issue. A member of the team will pick up as soon as possible.

Contacting support by email

You can also reach support directly by email at [email protected]. Email is best for detailed account issues, disputes, or anything you want to document in writing.

What to include when contacting support

The more detail you provide upfront, the faster your issue can be resolved. Include:

  • Your account email address

  • Your current level

  • The market name or trade reference, if relevant

  • A clear description of what happened

  • A screenshot or screen recording if the issue is visual

  • Timestamps where relevant

Example of a helpful support message

Instead of: "My trade didn't count."
​
​Try: "I fully closed my position in 'Will Ethereum close above $3,000 on June 30?' at 4:12 PM ET on May 15. My combined realized profit was $340 and my qualifying trade count did not update. I have attached a screenshot of my Trade History."

Clear, specific details lead to faster resolutions. The more context you include, the sooner we can help.

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