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Last updated: 2025-09-25

 

Welcome to the AlgoKart Support Center. Use this page to find answers, raise tickets, and understand our service levels and escalation paths. For legal rights and obligations, refer to the footer links (Terms, Privacy, Refunds, Risk, AML/KYC, Grievance).

1) Start Here — What do you need help with?

  • Account & Login — password/OTP issues, change email/phone, account deletion

  • Payments & Billing — failed/duplicate charge, invoice/GST, refunds

  • Strategy Access — purchased but can’t view, content missing, locked tabs

  • Technical Issues — app errors, charts not loading, performance

  • Vendor/KYC — onboarding, document upload, verification status

  • Broker Integrations — linking/unlinking brokers, paper trade

  • Compliance & Privacy — data requests, policy questions, takedown notices

Tip: Many issues are resolved in minutes using Self‑Service (Section 2).

2) Self‑Service (Instant Resolution)

  • Reset password / resend OTP: Login screen → “Forgot Password/OTP”.

  • Resend purchase access: Purchases → Select strategy → “Restore Access”.

  • Download invoice: Profile → Billing → Invoices → Download PDF.

  • Update profile: Profile → Personal Info → Save.

  • Request account deletion: Profile → Privacy → “Delete Account” (confirmation required).

  • Raise a support ticket: Help → “New Ticket” (see form below).

3) Contact Channels & SLAs

Primary: connect@algokart.in
Phone: +91‑9462600696 (10:00–18:00 IST, Mon–Sat)
In‑App: Help → New Ticket

Target SLAs (business hours):

  • Acknowledge: within 48 hours

  • First response: within 1 business day

  • Resolution targets:

    • Billing/payment access issues: 1–3 business days

    • Technical bugs (workaround available): 3–5 business days

    • Technical bugs (no workaround/priority P1): same day triage, ETA communicated

    • KYC/vendor verification: 2–5 business days

Grievances: If unresolved or you want to escalate formally, see Section 8 (statutory grievance redressal: 30 days resolution window).

4) Submit a Ticket — Required Information

Please include the following to speed up resolution:

  • Category: Account & Login / Payments & Billing / Strategy Access / Technical / Vendor & KYC / Broker Integration / Compliance & Privacy

  • Registered details: email + phone number

  • Transaction details (if any): payment method, Razorpay payment/order ID, date/time, amount

  • Strategy details (if any): strategy name/URL, time of purchase

  • Device & app info: web/mobile, OS, browser/app version, screenshots/screen recording

  • Description: what happened, expected behavior, steps to reproduce

  • Priority: Low / Medium / High (P1 only if funds at risk / widespread outage)

Send to connect@algokart.in or use the in‑app form (Help → New Ticket).

5) Refunds & Cancellations — How it works

  • Policy: Unlock fees are non‑refundable once access is granted, except for technical failure or duplicate charge(see Refund Policy).

  • Check access first: Purchases → “Restore Access”.

  • Request a refund: Email connect@algokart.in with transaction ID and reason.

  • Processing time: Refunds (when applicable) are processed within 7 business days to the original payment method. Bank timelines may vary.

6) Vendor KYC & Onboarding (for prospective vendors)

  • Who needs KYC? All vendors. Users/investors do not need KYC.

  • Documents: PAN (mandatory), Aadhaar, bank proof, GSTIN (if applicable).

  • Enhanced due diligence: Triggered at ₹5,00,000+/month vendor revenue.

  • Status checks: Vendor Portal → Settings → KYC Status.

  • Help: connect@algokart.in (choose “Vendor & KYC”).

7) Payments, Payouts & Invoices (User view)

  • Payment methods: UPI/cards/net‑banking/wallets via Razorpay.

  • Invoice: Profile → Billing → Invoices (GST shown when applicable).

  • Chargebacks: If you raise a chargeback with your bank, your access may be paused while we investigate.

8) Grievance Redressal (Statutory)

If your concern remains unresolved or you wish to escalate:

Grievance Officer: Yudhisther Bhargava (CEO)
Email: connect@algokart.in
Phone: +91‑9462600696
Address: Virasat Samridhi, Apartments Flat H‑101, Mansarovar, Jaipur, Rajasthan 302020

  • Acknowledgement: within 48 hours

  • Resolution: within 30 days (as per our policy)

For disputes: Arbitration in Jaipur, under Indian law; courts at Jaipur, Rajasthan have jurisdiction.

9) Data & Privacy Requests

  • Access/Export data: Email connect@algokart.in with subject “Data Access Request”.

  • Rectification: Provide the correct details and identity proof if requested.

  • Deletion: Email connect@algokart.in with subject “Account Deletion”. Certain records may be retained for compliance (e.g., payment logs).

  • Security: Never share OTPs or passwords with anyone, including AlgoKart staff.

10) Troubleshooting Guides

Login/OTP not received

  • Check spam/SMS block; ensure country code; try again in 60 seconds; confirm network time is automatic.

Payment successful, access missing

  • Purchases → “Restore Access”; relogin; clear cache; if still failing, share Razorpay payment/order ID + timestamp.

Charts not loading / app slow

  • Hard refresh; try another browser; disable extensions; attach console log/screenshot.

Push notifications not received

  • In‑app: Settings → Notifications → enable; allow OS/browser notifications.

11) Status & Maintenance

  • Planned maintenance: We announce at least 24 hours in advance in the app banner.

  • Incident updates: Posted in‑app under Help → Status. Major incidents also sent via email where necessary.

12) Accessibility & Language Support

  • Language: English (Hindi coming soon).

  • Accessibility: Keyboard‑navigable UI, adequate contrast in light/dark themes. For assistance, write to connect@algokart.in.

13) Templates & Forms (Email Snippets)

A. Ticket Acknowledgement
Subject: We’ve received your request – [Ticket #12345]
Body: Hi [Name], thanks for contacting AlgoKart. Your ticket [#12345] is logged under [Category]. We’ll update you within 1 business day. — Support Team

B. Refund Acceptance (Technical Failure/Duplicate)
Subject: Refund approved – [Order ID]
Body: Hi [Name], we’ve approved a refund for [Amount] due to [reason]. Expect it within 7 business days to your original payment method. — Support Team

C. Access Restored
Subject: Your strategy access has been restored
Body: Hi [Name], access to [Strategy] is now active. Please refresh and try again. — Support Team

D. Additional Info Needed
Subject: Help us resolve your ticket – more details needed
Body: Hi [Name], to proceed we need [specific info]. Kindly reply with [list]. — Support Team

14) Escalation Ladder (Operational)

  1. Level 1: Support (connect@algokart.in)

  2. Level 2: Support Lead / Duty Manager

  3. Level 3: Grievance Officer (CEO)

If your issue is urgent (security/payment outage), mark the ticket P1. P1s alert the on‑call team immediately.

15) Security Tips

  • Enable device lock and do not share your phone/email OTP.

  • Beware of impersonation: AlgoKart never asks for your password/OTP/card PIN.

  • Verify emails come from @algokart.in before clicking links.

16) Still need help?

Write to connect@algokart.in or call +91‑9462600696 (10:00–18:00 IST, Mon–Sat).
We’re here to help.