Use PineHook Support Chatbot for setup help and account troubleshooting, review conversation privacy, and open a ticket for the team.

For help with PineHook setup, features, or your account, open Support Chatbot in the dashboard sidebar when chat is enabled. Although the message box accepts questions in any language, the AI chooses the reply language. Answers can draw on PineHook documentation and your own account data. AI replies require a signed-in account with a verified email address and accepted AI-chat consent. Signed-out visitors using the website's chat bubble get FAQ answers and documentation search.

Ask a specific question#

Start by describing what you were trying to do and what happened, including any error message you received. You can ask why your last alert failed, check whether a license is connected, get help setting up a TradingView webhook, or find where to configure a feature.

The assistant can explain account and subscription status, find documentation, and look up published pricing, current reported service status, and release notes. Some documentation-based answers show up to three Sources links. A successful lookup adds a line saying what was looked up. Its instructions require summaries of the Terms or Privacy Policy without legal interpretation for your circumstances, but AI replies can make mistakes.

Account access and limits#

The assistant can check your licenses and connection status, recent alerts, trades and rejections, dashboard commands, subscription, email verification, two-factor authentication status, privacy preferences, security activity, sessions, referral summary, and sent emails. Recent activity lists cover at most 7 days and 25 entries per lookup. Current summaries are not subject to that time window, and a lookup by signal ID can find an older record if it is still available. Account lookups are limited to your signed-in account and omit or mask credential fields. Because text redaction covers recognized sensitive patterns, it cannot replace keeping passwords and other confidential information out of chat.

The assistant can explain CSV and JSON webhook formats and help you configure PineHook. It cannot change account settings or place trades. It can run the same connection check as the button on Signal Logs, Test EA Connection for MT5 or Test cTrader Connection for cTrader; this records a diagnostic check without changing trading settings or placing orders. It is instructed to decline trading decisions, strategies, position-sizing advice, market predictions, and script-writing or debugging requests.

If you need to verify your email, use Resend email in the Verify your email banner at the top of the dashboard. Reload the page if you dismissed the banner, or if it shows Email sent and you need another attempt. A failed send leaves the button available to retry. Check your inbox and spam folder, and follow any temporary resend-limit notice. Settings has no email-verification control.

Reach the PineHook team#

If you need help from the team, ask to speak to a human or open a ticket. The assistant is instructed to provide a ticket link in your language, and the interface also recognizes common English requests. The option appears after two counted thumbs-down in the same conversation, a daily or monthly allowance block, or a platform usage pause. The assistant is instructed not to offer a ticket just because an answer is incomplete. A burst-limit or provider-error notice alone does not add a ticket option.

In the ticket form, select Account Issue, Billing Issue, Technical Issue, or Other. Technical Issue is selected by default. You can add a title and describe what you were trying to do and what you tried. Although the documentation confirmation is required, the text fields may be blank. Details give the team context without guaranteeing a response time. You can attach up to three PNG, JPEG, or WebP screenshots of up to 5 MB each. The form attempts to include the last six chat messages. If chat attachment is unavailable, it can submit without them and tells you when the history was omitted. A failed ticket submission shows an error.

After submitting, continue with the team in Messages. Because ticket creation, open tickets, and attachments have limits, follow any notice and add details to an existing ticket when needed. Thumbs up and down let you rate individual chatbot answers.

Conversation history and privacy#

To return to an earlier question, browse or search your conversations on the main page. Titles come from the first retained user message, and each entry shows its last-message time. You can resume an available conversation or dismiss it. The AI receives up to ten prior user and assistant messages plus your current question, so restate older details or start a new chat if they are missing. Long transcripts show only the most recent 500 messages.

Conversation retention

Your submitted messages are stored by PineHook. Conversation text, documentation excerpts, and account data used for an answer are processed by a third-party AI provider. Do not paste credentials or confidential information. The Privacy Policy describes contractual zero-retention requirements for AI providers and warns that provider compliance cannot be guaranteed.

The retention process deletes individual messages after 90 days and conversations after 90 days without a new message. Older messages can disappear even while a conversation stays active. Settings → Data & Privacy → AI Support Chat History deletes active chat history, including dismissed chats, but does not remove existing backup copies or excerpts copied into support tickets. Although Dismiss hides a chat from your list and prevents resuming it, staff can still access retained messages. Ticket text has separate retention rules.

To export available chat history, use Settings → Data & Privacy → Download My Data → Export with all categories selected. This includes dismissed chats. There is no separate AI-chat checkbox in the form.

Message allowances#

AI chat does not require a paid subscription. Built-in daily and monthly allowances are equal across plans, but configured limits can differ. Both chat surfaces show X of Y AI replies today after a reply or an allowance-limit response, with X showing the number remaining. This is the last received snapshot and does not refresh automatically when the allowance resets. The Support Chatbot page keeps it when moving between conversations in the same account session.

Daily and monthly allowance notices offer a support ticket. A short burst-limit notice asks you to wait and resend, without adding a ticket option or using AI allowance. The daily count expires 24 hours after the first counted assistant reply, and the monthly count changes at the next UTC calendar month. A platform usage pause offers a ticket and resets at the next UTC day boundary. Documentation search and retained conversation history remain accessible, subject to their own availability.

The Support Chatbot page gives specific notices for provider outages, provider rate limits, and timeouts. If a timeout or uncertain-result notice asks you to retry the same message, use Resend to check whether its answer was already saved. A provider outage notice says no allowance was used. The floating bubble uses a shorter provider-unavailable message and a generic retry notice for timeouts.

If you prefer to look up a common issue directly, start with the Troubleshooting FAQ.