Your conversations with the PineHook team in one place: feedback, bug reports, feature requests, and the support tickets you've opened. Watch your reports move through the team's pipeline from Planned to Released.

Video walkthrough coming soon

The Messages area is a two-way channel with the PineHook team. Send a bug report, propose a feature, or share product feedback, and the team replies in the same thread. Support tickets you've opened show up here too, so every conversation with the team lives on one page. When something you reported gets work, a progress card on your conversation tracks it from Planned to Released.

Reach it from the sidebar, or jump straight to /dashboard/feedback.

What this channel is for#

Three kinds of message start here. Feedback is for general thoughts. Bug Report is for things that are broken. Feature Request is for ideas about something new. Pick the closest category when you start a thread. The team uses it to route the message.

Support tickets also appear in the list once they exist, but they can't be created from this page. Tickets are opened from the support chatbot when it can't resolve your problem; after that, the conversation continues here like any other thread.

Need urgent support, not feedback?

For login problems, billing questions, or EA execution issues that need immediate attention, open the PineHook support chat from inside your dashboard once you're signed in. The Troubleshooting FAQ is a good self-serve starting point too.

Using it#

A few things are worth knowing up front because they aren't obvious from the UI.

Enter sends. Press Shift+Enter to insert a newline without sending. Other modifier-key combinations with Enter work the same way.
No edit or delete after sending. The thread is meant to be a faithful record of what was actually said. To correct something, send a follow-up in the same thread.
Team replies are always labelled "PineHook Team." Individual team members are not shown. Everyone replies under the same identity.
A small dot on the Messages sidebar item signals a new reply from anywhere in the dashboard. It can lag by up to about 30 minutes. The Messages list itself is the source of truth.

For bugs, include signal or trade IDs from Signal Logs when you can. For feature requests, lead with the problem you're trying to solve. A specific proposed solution is welcome too, but the problem matters more.

Tracking work the team picks up#

This is the part of Messages that prospects don't always notice up front.

When the team accepts something you reported, they link a work item to your conversation. A progress card appears at the top of the thread with five stages. Planned, Scheduled, In Progress, Testing, Released. The current stage is highlighted. As the team moves the item forward, the highlight moves with it. You see the latest position whenever you next open the conversation.

A visible pipeline, on purpose

Most product-feedback channels are write-and-forget. This one shows you Planned through Released so you can see the team picked it up and worked on it. If you reported a bug last week and open the thread today to find it on Testing, that's the team telling you it's almost out the door.

You can't change the status yourself. The team updates it as work progresses. No emails fire for stage changes. The conversation is marked unread when the team moves an item, so the small dot may appear on the Messages sidebar item the next time counts refresh (within about 30 minutes).

Closed threads and ticket IDs#

The team closes threads when they've resolved whatever you raised. A lock icon replaces the reply box and a Closed badge appears, but the full thread is still readable. You can't reopen a closed conversation yourself. To continue a topic, start a new one and reference the previous thread's ticket ID.

Every conversation has a short ticket ID shown next to the title, prefixed with #. Share it whenever it makes the conversation easier. Saying "I'm following up on #abc12345" is clearer than "the bug I reported last Tuesday."

Limits#

Up to 10 open feedback conversations at a time. If you hit the cap, wait for older threads to close or fold new feedback into an existing one.
Per-hour throttles on new conversations and replies prevent runaway scripts. In normal use you'll never see them.

What we keep#

The title, the category, the messages on both sides, and timestamps. No trading data, payment information, or license credentials flow through this. Threads stay on file so the team has context next time you reach out.

Your conversations are included in the full data export from Settings → Download My Data. Admin replies are redacted in the export. Two years after a conversation is created, the title and the message bodies are anonymized automatically. The records themselves stay on file for compliance reasons.

For retention windows in detail, deletion rights, and the regulators that apply, see the Privacy Policy. For requests outside the self-serve flow, write to [email protected].

Next steps#

Settings for configuring how the rest of your account behaves.
Signal Logs for grabbing the IDs you'll want when reporting a bug.
Troubleshooting FAQ for common issues you can resolve yourself.