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Support & contact

Here to help with
what actually breaks.

Search the knowledge base, read the FAQ, or contact the team. Pro accounts respond within 48 hours. Desk within 8. Institutional has a named account manager on pager. Everyone else — we do our best and usually same-day.

Try: "forgot password", "api rate limits", "cancel subscription", "institutional SSO"
Browse help

Start with a category.

01

Getting started

Onboarding, configuring your watchlist, your first briefing, and the five-stage regime engine.
8 articles →
02

Plan & billing

Upgrading, downgrading, cancelling, invoices, payment methods, refunds, and overage billing.
12 articles →
03

Signals & briefings

Reading confidence numbers, transition alerts, quiet hours, sensitivity tuning.
14 articles →
04

API & Build

Keys, rate limits, webhooks, SDKs, sandbox, Bloomberg BPIPE integration.
API reference →
05

Team & permissions

Inviting seats, roles, shared watchlists, audit log, SAML SSO, SCIM provisioning.
9 articles →
06

Security & privacy

2FA, session management, data residency, encryption, disclosure program.
6 articles →
Frequently asked

The questions we actually get.

How do I reset my password?
Use the forgot password flow from the sign-in screen, or request a reset link from Your Arcane · Security. Reset emails come from no-reply@arcane.io and expire after 30 minutes.
Why does the Intelligence page say "training" next to my assets?
Arcane builds a 30-day baseline before publishing regime signals at full confidence. During that window, signals show but are marked preliminary. Assets added to an existing account finish training faster because the factor model is already loaded.
What's the difference between "Elevated" and "High Risk"?
Elevated means a regime transition is statistically plausible but not confirmed — it's an early warning. High Risk means the signature is strong enough that ignoring it is a bet. Both surface; only High Risk breaks quiet hours by default.
Can I integrate Arcane with Bloomberg Terminal?
Yes — via BPIPE, on Institutional plans only. The integration ships signals as real-time updates to a designated BPIPE channel. Setup requires coordination with your Bloomberg account; allow 5–10 business days.
How do I cancel my Pro subscription?
From Your Arcane · Plan & billing, choose Downgrade to Observer or cancel entirely. Cancellation takes effect at the end of the current billing period and is pro-rated for annual plans.
My webhook isn't receiving events.
Check three things in order: (1) the webhook URL is reachable over HTTPS, (2) your endpoint returns 2xx within 10 seconds, (3) the signing secret matches the one in the dashboard. The event log at Build · Events shows every delivery attempt with response codes.
Do you have a status page?
Yes — see System status below, updated in real-time. For urgent production incidents, Institutional customers have a direct pager line included in their MSA.
Can I export my briefings and signals?
Yes. Watchlist data exports as CSV from Your Arcane · Watchlist. Briefing history is available via the API or as a PDF download per-briefing. Institutional accounts can configure a nightly Snowflake sink.
Is there a mobile app?
The web product is mobile-responsive and designed for phone use. A native iOS app is in closed beta; Android is next. Institutional contracts can request the iOS TestFlight build.
Can I get a PDF of a specific briefing?
Every briefing has a PDF export at the top-right of the reader view. PDF includes the full text, all charts, and a reproducible citation footer with VIDI model version.
Contact support

Can't find it? Write to us.

A person replies.

Every support email is read by a human on the team. We don't use automated first-response systems — if your issue is complex, it goes to the right specialist directly.

Pro: 48-hour response · Desk: 8 hours · Institutional: 1 hour, 24/7.

Emailsupport@arcane.io
Urgentoncall@arcane.io · Institutional only
HoursMon–Fri · market hours · US & EU coverage
Phone+44 20 7123 4500 · Institutional only
System status

All systems operational.

Real-time status of the Arcane pipeline and its dependencies. The page below updates every 30 seconds when something changes; otherwise it refreshes on load.

Regime engine
Operational
VIDI v8.4 · p50 12ms
Delivery bus
Operational
In-app · email · webhook
Build API
Operational
0.002% error rate · 24h
Briefing publishing
Operational
Next: After-hours 16:30 ET
Incident history · last 90 days
APR 18 · 09:14 ETElevated latency on Slack delivery — third-party incident on Slack's sideResolved · 23 minMinor
APR 03 · 14:02 ETVIDI model reload caused 90s pause in signal publishing — scheduled maintenanceResolved · 2 minMaint.
MAR 22 · 03:38 ETWebhook retries backlogged during scheduled infrastructure upgradeResolved · 18 minMinor
FEB 11 · 11:07 ETPartial email delivery delay (Pro accounts) — investigated and fixedResolved · 41 minMajor
JAN 31 · 21:00 ETScheduled VIDI v8.4 rollout (from v8.3) — all-green migrationCompleted · 45 minScheduled
Subscribe to status updates: status@arcane.io · RSS feed at status.arcane.io/feed.xml
Contact sales

Institutional coverage.

Funds, banks, insurance, sovereign desks, and principal trading firms. Every Institutional engagement starts with a scoping call — usually 30 minutes — where we understand coverage needs, data residency, and integration surface. Most Institutional contracts are signed within two weeks of that call.

The standard Institutional contract includes: unlimited seats, SAML SSO, dedicated regime model tuning, Bloomberg BPIPE, Snowflake sink, a named account manager, and a contract-level SLA with on-call support.

Before the call, gather:

  • Approximate coverage — asset count, classes, regions
  • Data residency requirements (EU · US · elsewhere)
  • Required integrations (BPIPE · Snowflake · SAML · other)
  • Typical desk size and seat count
Email sales@arcane.io →
Education & non-profit

40% off, on verified accounts.

Arcane Pro is available at 40% off for verified academic researchers, non-profit analysts, and working financial journalists. The discount applies as long as the account is active and the verification holds; we re-verify annually.

Academic

Faculty, PhD students, and research fellows at accredited institutions. Verification via .edu/.ac.uk email or institution letter.

Non-profit

Registered 501(c)(3), UK CIC, or equivalent. Verification via charity registration number.

Journalist

Staff or contracted to a registered publication. Verification via masthead link or commissioning editor.

Apply

Start a Pro account and email education@arcane.io from your institutional address. Discount applies retroactively on approval.

Press inquiries

For journalists.

Arcane is available for commentary on regime shifts, structural market breaks, and the methodology behind signal intelligence. We do not comment on specific tickers, specific trades, or in-flight stories involving client identities.

Contact

press@arcane.io

Response time: 4 hours during market hours, 24h otherwise.

Media kit

Logo, screenshots, team photos, and company boilerplate available on request. We keep the kit under a reviewed license; please ask before using marks in commercial material.

Careers

Open roles.

Arcane is hiring carefully. We add people when we have a concrete problem for them to solve and a seat we can afford for three years. If your profile isn't listed but would match the firm, write anyway.

Senior Quant Researcher · macro regimesContribute to the VIDI v9 roadmap; publish research under byline
London / remote
Full-time
Apply →
Staff Engineer · real-time infrastructureOwn the delivery bus; reduce p99 latency below 20ms
London / Zürich
Full-time
Apply →
Editorial Lead · Asian sessionCover Tokyo & HK open; write the pre-market briefing from APAC
Singapore
Full-time
Apply →
Designer · product & brandOwn the editorial surface of the product; work with the CIO on briefings
London / NY
Full-time
Apply →
Institutional Coverage · US east coastManage & grow institutional accounts; 5+ yr sell-side or prime brokerage
New York
Full-time
Apply →

Apply: careers@arcane.io · include role, résumé, and (if quant) one representative writeup of a market reading.

Security disclosure

Reporting a vulnerability.

Arcane operates a coordinated disclosure program. If you believe you've found a security issue, report it to security@arcane.io. We respond within 24 hours and publicly credit researchers on resolution (unless you prefer otherwise).

In scope

  • arcane.io, app.arcane.io, api.arcane.io
  • Authentication and session handling
  • API authorization and rate-limit bypasses
  • Data exfiltration or cross-tenant exposure

Out of scope

  • Denial-of-service without cooperation
  • Self-XSS or social engineering of Arcane staff
  • Vulnerabilities requiring physical access to a user's device

PGP

Our disclosure key is available at arcane.io/security/pgp.asc · fingerprint 4F2A 91C3 8D1E E5B0 ... 77C2 A4F8.