Every enquiry is handled by Kai, Umbra's support channel. No ticket queues, no outsourcing, no bots. Whether you're evaluating the product or running it live, every message is answered within 24 hours, seven days a week.
The best channel for anything with detail — setup questions, licence issues, account reviews, or attachments. Responses within 24 hours, usually much sooner.
Faster for quick questions and general discussion. Public group for subscribers and prospective buyers — DM @UmbraKaiBot for private support.
If your question relates to a live account or an ongoing issue, these details cut the back-and-forth significantly. Skip anything not relevant.
The email address your Umbra subscription is registered under — helps Kai pull your licence record immediately.
Your broker account number (7 digits, typically). Only relevant if the question concerns licence activation or a specific running install.
Core or Edge, and the version string shown in the on-chart panel (e.g. Core v1.6.31). This prevents guessing about which build you're running.
If something looks wrong on a live chart, a screenshot of the full diagnostic panel tells Kai more than any description. Include the MT5 terminal's Experts / Journal tab if errors are logged.
Different brokers handle spreads, execution, and hedging differently — knowing which one you're on helps Kai diagnose environment-specific issues.
Kai handles product support — installation, licence questions, configuration verification, troubleshooting, operational issues, subscription administration. That covers everything needed to run Umbra successfully.
Kai does not provide financial advice, trade recommendations, account-size guidance, broker selection beyond general compatibility, tax advice, or "should I subscribe?" consultations. Those decisions are yours to make, with a qualified professional where appropriate.
If your question is a trading or financial decision rather than a product question, Kai will say so politely and suggest the appropriate alternative — a licensed advisor, tax professional, or broker support team.