Support & Enquiries

We're here to help

Questions about your membership, signals, billing, or the platform? You're in the right place. Most answers are already in the FAQ — but if you need us directly, we're a message away.

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Contact

How to reach us

Support email

Email the team directly for account, billing, or platform issues. Response time: within 1 business day.

support@heveagenius.io

Telegram community

Our Telegram channel is a member community — not a support desk. For account questions, use email or the contact form below.

Community channel — not monitored for support requests

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Contact form

Use the form below for detailed enquiries. Select a category to help us route your message quickly.

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Topics

What we can help with

Select your topic to find the fastest path to an answer.

Membership & pricing

Questions about plans, upgrades, and what's included.

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Signals & publishing

When signals are published, what they contain, and how to interpret them.

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Affiliate programme

Commissions, referral links, payout timing, and affiliate terms.

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Billing & refunds

Invoice questions, the 30-day satisfaction guarantee, and cancellation.

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Dashboard access

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General platform

App access, Telegram invites, Discord, and general platform questions.

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Quick answers

Common questions

Quick answers to the questions we hear most.

How do I upgrade or change my plan?

Visit /pricing/ to compare plans and select your upgrade. Changes take effect immediately and billing is prorated. You can also manage your subscription from your account dashboard.

When are signals published?

Signals are published as market conditions develop — there is no fixed schedule. You receive email and Telegram notifications the moment new intelligence is available. Bitcoin signals are typically more frequent during high-volatility periods.

How does the affiliate programme work?

Our 5-level affiliate programme pays up to 34% in commissions, settled in Bitcoin monthly. Level 1 pays 20%, cascading down through your network. See the full breakdown at /affiliate/.

Can I get a refund within 30 days?

Yes — unconditionally. If you are not satisfied within the first 30 days, contact us via the form below selecting "Billing & refunds." Include your registered email address and we will process your refund within 48 hours, no questions asked.

I can't access my dashboard — what should I do?

First, try logging out and back in at /account/. If you still cannot access your dashboard, check that you are using the correct email address. If the problem persists, use the contact form below and we will restore access promptly.

How do I enable two-factor authentication?

Log in to your account, navigate to the Security tab, and follow the TOTP setup instructions. You will need an authenticator app such as Google Authenticator or Authy. The Account Security Guide at /account-security-guide/ has step-by-step instructions.

Self-service

Find the right path

Most questions can be answered without waiting for a response.

FAQ

Browse the most commonly asked questions about membership, signals, platform access, and support.

Browse FAQ →

Documentation

Step-by-step platform guides, onboarding, API docs, and feature references.

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Contact form

For account-specific issues, billing questions, or anything not covered above — send us a message.

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Contact form

Send us a message

We read every message and respond within one business day.

What to expect

Response times

Within 1 business day

General support, membership, and billing enquiries are answered within one business day.

Within 4 business hours

INSTITUTIONAL plan members receive priority response on all support requests.

Immediately

The FAQ and Documentation answer most questions instantly — no wait required.

Resources

More resources

FAQ →

Answers to the most common questions.

Documentation →

Platform guides, onboarding, and technical references.

Pricing →

Compare plans and find the right fit.

Affiliate Programme →

How commissions work and how to track referrals.

Dashboard →

Your account, signals, and billing in one place.

Transparency →

Business model, partner disclosure, and result tracking.

Security →

How HEVEA Genius protects your account and data.

API →

Programmatic signal access for INSTITUTIONAL members.

Business

Business & advanced enquiries

For API access, partnerships, and press enquiries.

API & integrations

For INSTITUTIONAL API access questions or technical integration support.

View API docs →

Partnerships

For partner service enquiries, co-marketing, or business development.

Contact form →

Press & media

For media enquiries, editorial access, or interview requests.

Contact form →

FAQ

Quick answers

How quickly will HEVEA Genius respond?

General enquiries are answered within one business day. INSTITUTIONAL plan members receive priority support, typically within 4 business hours.

Where should I go for membership questions?

Visit /pricing/ for plan information and upgrade options. For account-specific billing questions, log in at /account/ or use the contact form above.

Where can I find answers about signals?

The FAQ at /faq/ covers signal timing, content, and interpretation. The Documentation at /docs/ has deeper platform guides.

How do I contact support about billing?

Use the contact form above and select "Billing & refunds" as the topic. Include your registered email address to help us locate your account quickly.

Is Telegram for support or community discussion?

The HEVEA Genius Telegram channel is a member community space — not a monitored support desk. For account questions, billing issues, or technical support, please use the contact form or email.

Where can I learn more before contacting the team?

Start with the FAQ at /faq/ and the Documentation at /docs/. Most common questions are answered there without any wait time.

Still need help?

We're here. Send us a message and we'll get back to you.

Send a message → Browse FAQ →

✓ Response within 1 business day

✓ Priority support for INSTITUTIONAL

✓ Real team, real answers