Support center
Get help fast with Frosty support
Tell us if you already use Frosty, then choose how you want help. Verified users can chat with the bot or request a live agent. New visitors can browse FAQs and contact us directly.
How support works
Every request starts with the Frosty assistant, then escalates to a live agent when needed. We keep your support history tied to your email so you can follow up quickly.
Identify your account
Share your email so we can route you to the right setup, broker, and plan guidance.
Chat with the bot
The assistant handles setup, broker linking, and platform walkthroughs instantly.
Escalate to an agent
If you need account changes or deeper help, request a live agent and we will follow up.
FAQ
Clear answers for the most common support questions.
How do I connect my Deriv account?
Open the dashboard settings and enter your Deriv app ID and API token. Frosty stores it securely and uses it only for trading. The bot never touches deposits or withdrawals.
Why do I see "MT5 gateway offline"?
MT5 trading requires the Windows gateway to be online and connected to your broker terminal. Check the gateway VPS, restart the bridge, and confirm the remote URL is reachable.
How do I talk to a live agent?
Use the "Talk to an agent" button or submit a contact request. We reply within 24 hours by email or in the dashboard if you are logged in.
Does Frosty guarantee profits?
No. Trading is probabilistic. Frosty is designed to improve discipline and manage risk, but results are never guaranteed.
Where can I see my support history?
Support threads are linked to your account email. Log in to the dashboard for a full history and follow-ups.
What if my account is pending activation?
If you selected a paid plan, complete payment to activate it. Free accounts can log in right away. If you still see a pending notice, contact support.
Can I use multiple devices or broker accounts?
Free access is tied to one device and approved broker accounts. If you change devices or try to link another broker account repeatedly, the system can lock the profile for review. Contact support to unlock after verification.
How do I request account deletion?
Open the support chat or create a ticket and request account deletion. Once verified, we permanently delete the profile and email a confirmation.
What happens if I am inactive for a month?
Inactive accounts can be automatically deleted after the configured inactivity window. If you want to keep access, log in at least once per month.
How are refund requests handled?
Submit a refund request from the dashboard support widget or contact form. We review within 24 hours and email the outcome.
Can I reset broker credentials or unlock a broker?
Yes. Request a broker unlock from the dashboard or support chat and we will reset your broker credentials so you can re-link or switch accounts.
What happens when my plan expires?
The bot is paused and your account is disabled for live use. You will receive an email and a dashboard notice. Renew from Pricing to restore access.
Contact us
Submit a request and our team will respond within 24 hours. For secure account changes, we may ask you to confirm inside the dashboard.
Reach the support desk
Share your email, broker, and a clear description so we can respond quickly.
- Include screenshots of errors when possible.
- Use the bot for setup questions before escalating.
- We respond within 24 hours, including weekends.