Get help and report an issue
The Support page lets you send a question or a problem report to the GNG team, then track and continue every conversation in one place. This page explains how to submit a request, how to read the status of each request, how to reply once the team opens a conversation with you, and how to include images such as screenshots and photos in that conversation. The Support page is open to every signed-in member on Free, Pro Lite, and Pro.
Before you begin
- Sign in to your account. The Support page is only available to signed-in members.
- Open the Support page at gngresearch.com/support.
- Have a short subject and a clear description of your question or problem ready. The form needs both before it will send.
On a wide screen, a sidebar shows your name, your plan name, and your current account status, with quick links that jump to each section of the page.
Submit a request
To open a new request, complete the New Request form and send it.
Open the form
Go to gngresearch.com/support and find the New Request section.
Enter a subject
In Subject, type a short summary of what you need help with. The subject must be at least four characters.
Confirm your contact details
Your name and contact email prefill from your account when available. Keep the email accurate so the team can reach you. If you type a name, it must be at least two characters.
Set the priority
In Priority, select Low, Normal, or Urgent. The default is Normal.
Describe the issue
In Message, type the details of your question or problem. The message must be at least ten characters.
Send the request
Select Submit to send the request. It then appears in your Active Requests list as an open request.
Reply in a conversation
Once the team opens a conversation with your request, you can read the thread and reply until the issue is resolved.
Open a request with a reply
In Active Requests, select any card that shows an unread indicator or reads Conversation active. The conversation opens at its own address, such as gngresearch.com/support-messages/your-thread.
Read the thread
Read the back-and-forth as a series of bubbles. Each bubble is labeled by sender (you or the support team) and carries its time.
Write a reply
In the reply box, type your message. A reply can be up to 5000 characters.
Optional: attach an image
Select the image button to the left of the reply box, then pick one or more images to include with your reply. See Attach images to a conversation for the details.
Send the reply
Select Send, or press Cmd/Ctrl plus Enter. Your reply joins the thread and the team is notified.
The reply box appears only while a conversation is open. When the team marks the thread resolved, a resolved banner appears and the reply box is removed.
Attach images to a conversation
You can include images such as screenshots and photos in any open conversation. A picture often explains a problem faster than words, so adding one helps the team understand and resolve your request sooner. Images attach inside the conversation, not in the first New Request form, so attach them once the team has opened a thread with you.
Open the conversation
In Active Requests, select a card that reads Conversation active to open the thread.
Select the image button
In the message box, select the image button to the left of where you type. On a phone or tablet, your device offers to take a new photo with the camera or choose existing images from your gallery. On a computer, a file picker opens.
Pick one or more images
Choose the images you want to include. Each one is added to the message and shown as a small preview above the message box. To drop a preview before sending, select the remove control on it.
Send the message
Select Send. You can send images on their own or together with text, so a short note alongside a screenshot is fine. Your images then appear in the thread with your message.
Supported formats and limits
- Formats: PNG, JPG, GIF, WebP, and AVIF images.
- Per message: up to five images.
- Size: up to 10 MB per image.
If an image is an unsupported type, is too large, or would exceed the per-message limit, a short message tells you what to adjust. Pick a different file or send the rest in a follow-up message.
View and reply with images
The GNG support team can also reply with images, for example an annotated screenshot that points to the exact control to use. Images from either side appear inline in the thread. Select any image to open it full size, then select the close control or the area around it to return to the conversation.
Privacy of your images
Images you attach are private to your support conversation. Only you and the GNG support team can view them.
Outputs and how to read them
Read each request and conversation by its indicators.
- Status on a request card: open means submitted and awaiting the team. In progress or waiting means the team is handling it. Resolved means the team marked it done. Archived means it was filed away. Resolved and archived requests move to Past Conversations, where you can still open and re-read them.
- Unread indicator: a dot and a count on a card mean the team has sent replies you have not opened yet. The number is how many unread messages are waiting. Opening the conversation marks those replies read and clears the count.
- Conversation active versus waiting: Conversation active means a two-way thread exists and you can reply. Waiting for the support team to respond means your request is logged but the team has not opened a conversation yet.
- Relative timestamps: Submitted X ago and Last activity X ago show how fresh a request or conversation is.
- Resolved banner: a banner with a check mark in the conversation view means the team closed the thread.
The unread count is the only computed value on this page. It is the number of replies from the team that you have not yet opened. The page has no market data, so it shows no financial figures.
Data and timing
Everything on this page is your own support history: your requests, the team's replies, any images attached on either side, and the timestamps for both. None of it is market data, so AlphaVantage, EDGAR, and Nasdaq are not involved. The page updates in real time, so new requests, new replies, and status changes appear without a manual refresh. You also receive an email notification when the team replies, if email notifications are turned on for your account.
Use cases
- Report a problem, such as a chart that will not load or a page that returns an error, and track the fix to resolution.
- Ask a billing question, such as a charge you do not recognize or how to change your plan. The Billing page links here to open a request.
- Ask how a feature works, or request help getting started.
- Include a screenshot of the exact error, billing screen, chart, or portfolio view you are asking about, so the team can see what you see and help you faster.
- Reopen and re-read a past conversation to confirm what the team told you.
Limitations and disclosures
The team typically responds within 24 hours, and you are notified by email when there is a reply. If the form ever fails to send, you can email support@gngresearch.com directly. This page is a support and messaging utility, so it carries no valuations, ratings, or recommendations.