Your account, what leaves your machine, and what a ticket does

The coach switch, what is recorded and where it goes, what happens after you open a ticket, and why you can be asked to agree again.

Sharing with your coach

Share data with coach, in Settings, is one switch. On, your coach can open your dashboard, your journal, and your execution and community views, and read them the way you do. Off, that access ends immediately, including for anyone holding an old link to your dashboard. It is yours to change at any time.

Switching sharing off does not make you invisible. It withholds your trades from the back office. The roster there still lists every student by name and email with their activity counts and which of three stop rules (four losses in a row, giving back half the day's peak, their own loss limit) their live sessions hit in the last fourteen days, with the rest of what the terms list, and support still sees what it needs. And the people who build and maintain the product can reach the database and the stored files directly, your chat included, whatever your sharing switch says.

The switch on the Community tab is a different one: it decides whether your sessions count in the room's figures, and it is described in the Community tab.

What is recorded, and what leaves your machine

The connector uploads your closed trades. The addon records, inside Bookmap, your order events and a market file for each instrument you tick, for each second it is open in Bookmap, whether you trade or not, and the connector uploads those too. The connector writes a log next to itself and that log stays on your machine: it reaches us only when you paste it into a ticket.

We do not add your name or your email address to what the model that writes your analysis reads, though the pre-session brief, the debrief and the chat carry your account label or the names of your export files, which can contain your name. If you count in the room, the shape of one of your trades can go out with another trader's Today so far read. What you type into the coach's chat goes as you typed it, so leave out anything you would not want a processor to hold.

Deleting some of it, all of it, or the account is described in deleting your data.

After you open a ticket

A ticket gets a number and appears on the Support page, in one of five states: Received, which means we have it and nobody has answered yet; Needs you, which means we answered and asked you something; With us, which means you replied and it is back with us; Answered, which means we answered and the question looked settled; and Closed. A reply on an answered ticket brings it back to us; a reply on a closed one opens a new ticket.

We email you when your ticket moves. When we write on your ticket, and when we think it is sorted, an email with the ticket number and a link to it goes to the address you sign in with. The answer itself stays on the ticket, not in the email. If you reply to that email, your reply lands on the ticket, and a reply to a closed ticket opens a new ticket that continues it, which we email you about. A further reply to the same email lands on that new ticket until it is closed too. If you already have three tickets open, that reply is not kept, and we email you to say so.

A ticket opened without signing in, from the form at the bottom of the help page, has no page you can open, so we answer it by email at the address you typed. Its emails carry the ticket number and no link, until we have put the ticket with your account.

No time is promised. The ticket says what state it is in, and that is always true.

Why you can be asked to agree again

Your agreement to a document points at the exact words you were shown. When the text of a document changes, you are shown the new one and asked again, and the old agreement stays on record as an agreement to the old words. Nothing about your trading is in that record.

The terms of use in force are on the terms page, which anybody can read, signed in or not, and which is where to read them again after you have accepted them.