User Support & Resolution Center · usestriv.com
Striv delivers 100% digital, non-custodial crypto AI chart canvasing and trade journal software. Reach Striv support anytime by email or inside Workspace Support Desk for verified #TCK resolution, Whop billing help, and exchange CSV troubleshooting.
Support: support@usestriv.com · Billing: billing@usestriv.com · Business SLA: < 24h
Verified Contact Channels
Every billing, AI credit, and technical question goes to a real support operator—keeping Whop payment receipts and workspace privacy clean.
/support (#TCK Tickets)
Authenticated two-way ticket portal linked directly to your workspace tenant ID, Whop billing state, and atomic AI credit ledger—supporting up to 5 concurrent active tickets per workspace.
billing@usestriv.com
Duplicate charge checks, Whop webhook activation delays, VAT/GST invoice questions, cancellation confirmation, and eligible 48-hour annual/renewal audits (<10% cycle AI credit burn).
support@usestriv.com
Locked login recovery, Google OAuth credential help, exchange CSV parser bugs, GDPR/UK GDPR/CCPA data erasure requests, and responsible security vulnerability disclosures.
Support Reference Guides
Clear documentation of how Whop billing, AI credit rollbacks, exchange CSV imports, Zero Data Retention OCR, team RBAC, and GDPR data portability operate in production.
GUIDE 01
Whop Billing & Cancellation
Paid plans on usestriv.com are processed by Whop. Workspaces activate automatically once payment webhooks settle. You can cancel auto-renewal anytime inside Workspace Billing & Plans (/billing) or through your Whop Customer Billing Portal without losing logged crypto trades, Spot/Futures Portfolio Books, or saved presets—when your billing period ends, limits step down cleanly to Free tier ceilings.
GUIDE 02
AI Credits & Auto-Refunds
Manual crypto charting (14 drawing tools, 12 built-in indicators), two-way USD/Coin trade logging, exchange CSV imports/exports, and portfolio PnL math cost 0 AI credits and keep working even at zero balance. Only metered AI tools (AI Chart Canvas, Copilot, memory-only Vision OCR, Equity Simulation, Risk & Expectancy reviews) deduct credits inside database transactions—and automatically restore credits if an upstream AI provider times out or fails.
GUIDE 03
Exchange CSV & Portfolio Books
Export raw order/fill history CSVs from your exchange without altering header column names. Keep Spot trades and Perpetual Futures in separate Portfolio Books so leverage funding fees never distort unleveraged Spot Weighted Average Cost Basis or tokenized RWA reserves (PAXG, ONDO). Duplicate upload hashes are deduplicated automatically; if a new exchange export schema fails validation, share the header row (first 2 sanitized lines) with Support.
GUIDE 04
Ephemeral Vision OCR
Every trade screenshot uploaded to Vision OCR is resized inside your browser (max 1280px JPEG) to strip device EXIF metadata before reaching our server, checked against a 25-megapixel ceiling, processed through Zero Data Retention endpoints with model training disabled, and discarded from memory immediately with 0 disk storage. For cleanest parsing, crop directly around the ticker, entry price, position size, leverage, and fee columns.
GUIDE 05
Account Access & Team RBAC
If you signed up via Google OAuth and want a standalone email password later, set one anytime under Profile Security. Disposable burner domains are blocked to protect trial cohorts. Inside multi-user workspaces, only Workspace Owners may initiate Whop checkout upgrades or erase the tenant, Members can log trades and reply to tickets, and Viewers retain read-only access.
GUIDE 06
Non-Custodial Scope & GDPR
Striv is strictly non-custodial analytical charting and crypto trading journal software: we never hold funds, sell digital tokens, offer prop-firm challenges, collect exchange withdrawal/execution API keys, or provide individualized financial advice. Consistent with GDPR, UK GDPR, and CCPA, you can export CSV logs anytime, delete individual records in-app, or email support@usestriv.com to execute verified tenant erasure.
Self-Serve Triage & Checklist
Filter common workspace symptoms below or include the details on the right so Striv support can resolve your email or #TCK ticket in a single reply.
Billing & Whop
Likely cause: Payment confirmation webhook is still settling or settled under a different email address.
Action: Wait 60 seconds and refresh Billing & Plans (/billing). If unchanged, email billing@usestriv.com with your Whop Payment ID and workspace email.
Billing & Whop
Likely cause: Recurring billing settings are managed through your Workspace Billing portal backed by Whop.
Action: Open Billing & Plans (/billing) as Workspace Owner to toggle auto-renew or open your Whop Customer Portal. Logged trades stay intact after downgrade.
AI Credits
Likely cause: Upstream AI gateway timeout or malformed chart overlay payload prior to final delivery.
Action: Check your Credit Ledger in Billing; atomic row locks auto-restore failed deductions. If balance did not revert, submit a #TCK ticket under AI Credits Refund.
CSV & OCR
Likely cause: CSV was re-saved by Excel altering UTF-8 encoding/headers, or Futures fills were imported into a Spot book.
Action: Re-download raw CSV directly from Binance/Bybit/OKX/Gate.io/Bitget and match Spot vs Perpetual Futures to separate Portfolio Books.
Account & Security
Likely cause: OAuth-created accounts begin without a local password until manually added by the owner.
Action: Continue with Google OAuth, then visit Profile Security (/profile) to set a local account password.
Account & Security
Likely cause: Role-Based Access Control restricts billing checkouts to Workspace Owners and blocks Viewer mutations.
Action: Confirm your workspace role with your Workspace Owner inside team management before repeating the request.
Direct Resolution & Policies
Signed-in members can track two-way replies inside Support Desk (/support). Guests and prospective users can email support@usestriv.com or billing@usestriv.com directly.
