What to expect when you reach out
Every message that lands in our inbox is read by a person, not a bot. We aim to reply to general and pre-sales questions within one business day, and to account or billing questions within one to two business days. We operate Monday through Friday and observe major public holidays, so a note sent late on a Friday or over the weekend will typically be answered the following business day.
Response times scale with the depth of the question. A pricing or plan question is usually a same-day reply; a request that requires us to inspect imported trades, reconcile a broker statement, or reproduce a bug can take longer because we would rather give you a correct answer than a fast one. If something is time-sensitive, say so in your first message and we will triage accordingly.
If you already have a TailJournal account, the fastest path is usually the in-app support widget rather than email. Writing from inside the app means your account, plan, and recent activity are attached automatically, so we can skip the back-and-forth of identifying you and get straight to resolving the issue. Email is the right channel for pre-sales questions, partnerships, press, and anything where you are not yet logged in.
Reporting a bug or a security issue effectively
A good report is the difference between a fix that ships this week and one that stalls for a month. The single most useful thing you can do is make the problem reproducible: tell us exactly what you did, what you expected to happen, and what actually happened instead. The more precisely we can retrace your steps, the faster we can confirm the fault and ship a correction.
When you write in about a bug, including the following details helps us move immediately:
- —The exact steps to reproduce, in order, starting from a known screen such as the dashboard or a specific journal entry.
- —What you expected to happen versus what actually happened, stated separately.
- —The page or feature involved, with the URL if you can copy it.
- —Your browser and operating system, and whether you are on desktop, tablet, or mobile.
- —The approximate date and time it occurred, including your time zone, so we can match it against our logs.
- —Any error message shown on screen, copied verbatim or attached as a screenshot.
- —Whether the issue happens every time or only intermittently, and whether a page refresh clears it.
Disclosing a security vulnerability
We take the integrity of your trading data seriously and we welcome reports from security researchers and users alike. If you believe you have found a vulnerability, please email us directly rather than posting it publicly, and give us a reasonable window to investigate and remediate before any disclosure. We will acknowledge a genuine security report promptly and keep you informed as we work through it.
When reporting a vulnerability, describe the issue, the steps to reproduce it, the potential impact, and any proof-of-concept you can safely share. Please do not access, modify, or delete data that is not your own, and do not run automated scans that could degrade the service for other traders. Acting in good faith protects you and everyone else on the platform.
Frequently asked
Is there a free plan, and how much does TailJournal cost?
Yes. There is a free tier that lets you log trades, review your history, and explore the core analytics so you can decide whether the workflow fits how you trade. Paid plans unlock higher trade limits, advanced analytics, broker synchronisation, and longer data retention. Current pricing for each tier is listed in full on our Pricing page; we keep it transparent and avoid hidden per-feature charges.
How is my trading data secured?
Your data is encrypted in transit using TLS and encrypted at rest in our database. Access is restricted to the systems and personnel required to operate the service, and we never sell your trading data or share it with third parties for advertising. Your journal is yours: we treat your positions, P&L, and notes as confidential, and you can export or delete them at any time.
Can I sync trades automatically from my broker?
Broker synchronisation is available on paid plans for supported brokers, which lets your fills and positions flow into your journal without manual entry. Where a direct connection is not available, you can import a standard CSV or broker statement, and you can always add trades manually. If you want to know whether a specific broker is supported, send us a message and we will confirm and tell you the best import path.
How do I export my data?
You can export your trades and journal data to CSV from within the app at any time, on any plan, so your records are never locked in. The export includes your trade-level fields such as instrument, direction, entry and exit, size, fees, and your notes, which makes it straightforward to back up your history or analyse it in a spreadsheet. There is no charge to export your own data.
How do I delete my data or close my account?
You can delete individual trades at any time, and you can request full deletion of your account and all associated data from your account settings or by contacting support. When you delete your account, we remove your personal data and trading records from active systems, with residual copies aged out of backups on our normal retention cycle. If you are subject to a data-protection regime such as GDPR, you retain your right to erasure and we will honour it.
How do I cancel my subscription, and what happens to my data?
You can cancel a paid subscription at any time from your billing settings; there is no cancellation fee and no lock-in contract. When you cancel, you keep paid features until the end of the period you have already paid for, after which your account moves to the free tier rather than being deleted. Your historical trades remain accessible within the limits of the free plan, and you can export everything before or after cancelling.
Do you offer refunds?
If something has gone wrong with a charge, or you upgraded by mistake, get in touch with the details of the transaction and we will look into it. We handle billing issues case by case and aim to be fair; the fastest resolution comes from contacting us promptly with the date, amount, and the email on the account.
Is TailJournal financial advice?
No. TailJournal is a journaling and analytics tool. The statistics, charts, and metrics it produces describe your own past trading; they are not recommendations to buy, sell, or hold any instrument, and nothing in the product constitutes financial, investment, or tax advice. Trading carries risk, including the risk of losing more than your initial capital on leveraged products. Use the analytics to understand and improve your own process, and consult a licensed professional for advice specific to your circumstances.