Contact

How to reach us

Support & everything

support@forecandle.com — product problems, account trouble, bug reports, feature requests. Answered within two business days. One address on purpose: no routing to guess at, no ticket queue, and it reaches the people who build the product.

Billing & refunds

Same address. Self-serve first if you can: your account page opens the Stripe billing portal for cancellations, card changes and invoices. Refund terms are in the Refund Policy.

Privacy & data requests

Same address — access, correction, deletion, portability. See the Privacy Policy. Answered within one month, usually the same week.

Security

Same address — read the disclosure rules below before you test anything.

API & developers

Same address. Include your key prefix (never the full key) and the endpoint you are calling. Docs live under /developers.

Press & partnerships

Same address. Say what you are working on and when you need an answer.

Getting a useful answer faster

• Write from the email address on the account, or name it in the message.
• Say what you expected, what happened, and roughly when — timestamps let us find the exact request in the logs.
• For a panel that looks wrong: the symbol, the panel, and a screenshot if you have one.
• For a billing question: the date and amount of the charge. Never send card numbers — we cannot see them and do not want them.
• Never send passwords, session tokens or full API keys. We will never ask for any of them.

Security disclosures

Security reports are welcome and taken seriously. Email the address above with enough detail to reproduce the issue and we will acknowledge it within two business days. Please give us a reasonable window to fix a genuine issue before publishing it.

• Test only against your own account and your own API keys.
• No load or denial-of-service testing, no automated scanning that degrades the service for other users, and no social engineering.
• Never access, modify or exfiltrate another user's data. If you stumble into someone else's data, stop and tell us.
• There is no paid bug bounty at this size, but we credit reporters who want to be credited.

What Forecandle is

Forecandle is a market intelligence service, built and run from Cyprus by the Forecandle team. It is not a broker, an exchange, an investment adviser or an asset manager.

That is worth being precise about, because it defines what we can and cannot do to you. We hold no client funds. We execute no orders and have no trading permissions on any account of yours. We take no commission on your trades and no share of your results, so nothing we publish is shaped by whether you act on it. The positions panel is a journal you fill in yourself, and the AI desk cannot see it. What we sell is the analysis and how fast it reaches you, published to every subscriber at the same moment.

The full terms are in the Terms of Service, what we do with your data is in the Privacy Policy, and what the output is and is not is set out in the Risk Disclosure. If something on this site contradicts something in those, the documents win and we want to hear about it.