Support

Technical support

The four issues that account for most support requests, with the fixes that usually resolve them. If none of these help, report it and a person will pick it up.

Report a bug Platform status

Getting helpChannels

Report a bugFormstructured form, routed to the team
General supportEmailsupport@wallstreetuni.com
Billing questionsEmailbilling@wallstreetuni.com
Security disclosuresEmailsecurity@wallstreetuni.com
Platform statusStatuscurrent incidents and uptime

Support is handled by the same team that builds the platform. There is no outsourced first line.

The WSU Assistant open on a laptop — SupportMost reports are resolved from the browser side before they reach us.

Troubleshooting

§ 01

Common technical issues.

Worth trying before opening a ticket: these resolve the majority of reports.

Login and account accessTry resetting your password via the login page. Clear your browser cache and cookies, then try again. If using social login (Google, LinkedIn), ensure you're using the same provider you originally registered with. Check that your email address is spelled correctly.
Charts and graphics not loadingOur interactive charts require WebGL support. Ensure your browser is up to date and hardware acceleration is enabled. Try disabling browser extensions temporarily. If using a VPN, try disconnecting as some VPNs can interfere with content delivery.
Payment and billing issuesVerify your payment details are correct and your card has sufficient funds. Check that your card hasn't expired and international transactions are enabled. If payment fails repeatedly, contact your bank to authorize the transaction or try an alternative payment method.
Slow performance and loadingClose unnecessary browser tabs to free up memory. Clear your browser cache and cookies. Check your internet connection speed. Try using an incognito/private browsing window. Disable any browser extensions that might be affecting performance.

Still stuck

§ 02

Where to go next.

Pick the route that matches the problem and it reaches the right person faster.

Something is broken: Use the bug report form: it captures your browser and the page you were on, which is usually what we need first.
A question about your account: Email support@wallstreetuni.com from the address on the account so we can identify it.
A billing or refund matter: Email billing@wallstreetuni.com. Refund eligibility is set out in the refund policy.
How something works: The help centre covers the platform module by module, and the FAQ answers the questions asked most.