One inbox, one escalation path, published targets. If something about your account,
billing, or a copied order looks wrong, this page tells you who to write to and what to
expect back.
How to reach us
Response targets
These are the targets we hold ourselves to. They are operational targets, not a contractual service-level guarantee — see Terms of Service.
| Request type | First response target | Hours |
|---|
| Copy-trade execution incident |
Acknowledged within 1 hour; an engineer is on it, not an autoresponder |
U.S. equity market hours (9:30 AM–4:00 PM ET, trading days) |
| Copy-trade execution incident |
Acknowledged by the next market open |
Outside market hours |
| Account, billing, broker connection |
Within 1 business day |
Business days |
| Feature requests, general questions |
Within 3 business days |
Business days |
What counts as a copy-trade execution incident
- A copied entry or exit you expected was not sent, or was sent at a size you did not configure.
- A position shows as open on Bridge but not at your broker, or the reverse, for more than a few minutes.
- A protective stop or daily-loss limit you set did not act when you believe it should have.
- The copy-trade engine shows degraded on /status during market hours.
Escalation path during market hours
- Stop the bleeding yourself first. Your dashboard kill switch halts all new copied orders for your account immediately and does not wait for us. Your broker's own app always works for closing a position.
- Email [email protected] with the subject line
EXECUTION INCIDENT, the ticker/contract, the approximate time (ET), and what you expected to happen. Execution-incident emails are routed to on-call engineering, not a general queue.
- We acknowledge within the target above and tell you what we already see in the audit log for your account — every signal, order, fill, and safety-stop action is recorded with timestamps. See how execution safety works.
- You get a written post-incident summary for any incident that affected a real order: what happened, what the engine did, and what changed.
Bridge does not provide investment advice and cannot place, modify, or cancel orders on your
behalf by email. Use your broker directly for anything time-critical with an open position.
What we need from you
- The email address on your Bridge account (we will never ask for your password or broker credentials).
- For execution issues: the symbol, the time, and whether the order appears at your broker.
- For billing: the last four digits of the card and the charge date — never the full card number.