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Troubleshoot stale data and purchases

Run safe first checks before raising a ticket for market data, NAV, report, login, or store-purchase issues.

Open the right place

Account or Advanced More → Support

Open guide in appOpen Secure Support

Data issue

  1. Record the symbol or scheme, exchange/provider, displayed timestamp, and affected field.
  2. Pull to refresh once and allow background hydration to finish.
  3. Compare the effective date with the latest business day or market session.
  4. Create a Market data ticket if the value remains stale or inconsistent.

Purchase issue

  1. Do not repeatedly purchase the same product.
  2. Open Account and select Restore Purchases.
  3. Confirm you are signed into the Apple or Google account that made the purchase.
  4. Create a Subscription and billing ticket with the store, product, time, and redacted order reference.

Report issue

For an incomplete AI report, attach the company symbol, generation time, report reference, missing section, and a screenshot. Do not submit confidential portfolio or credential information.

Verify before you leave

  • The affected symbol, scheme, product, timestamp, and non-secret reference are recorded.
  • Refresh or Restore Purchases is attempted once without duplicate buying.
  • The ticket category matches market data, report, login, or billing.