Discord roles and support tickets

What this does

Your roles in the VEXA Discord server are set from your VEXA account, not requested in Discord. Connecting assigns them, and they update on their own whenever your plan changes.

There are three.

Trader is kept forever

Trader is the community role. Every connected account gets it, and nothing removes it. Cancel your subscription, let it lapse, stop trading entirely, and you keep it. Churned members stay in the server as Traders rather than being kicked out.

The tier roles follow your billing

VEXA Edge and VEXA Pro track your paid plan. You keep the role while your subscription still gives you access, which covers more states than people expect:

Cancelling therefore does not cost you the role on the day you cancel. It goes when your paid access actually ends. See Cancel your subscription.

Downgrading from Pro to Edge swaps the role rather than removing it.

Full Access gives you Trader only

If you connect Discord during your Full Access first week, you get the Trader role and nothing else. You will not get the VEXA Pro role, even though Full Access gives you Pro features inside the app.

Role sync reads your paid entitlement, and Full Access is a free grant that never creates one. Feature access in the app and roles in Discord are decided by two different things, which is why they disagree during that week.

Start a plan and the matching tier role is applied automatically within a moment. You do not need to reconnect, and there is nothing to ask support for. See Your first week on Full Access.

What Pro gets you in the server

Your tickets are answered before Edge and free-tier tickets.

That sets the order they are picked up in. There is no published response time on any plan.

Opening a support ticket

Tickets are private. Opening one creates a channel that only you and the VEXA team can read, so you can paste account details, screenshots and broker files into it without them being public.

Steps

What you should see

A new channel appears under Open Tickets, visible only to you and the team. A team member claims it, which moves it under Claimed Tickets, and closing it moves it to Closed Tickets and removes your access to the channel. A transcript is saved when it closes.

When the team opens your ticket they see a card with your account email, your plan and your trial status, pulled from your VEXA account. You do not have to type any of that in.

New members also get a prompt in the introductions channel on joining. Answering it is optional.

If it doesn’t work

• You are in the server with no roles at all. The link did not complete. Disconnect and reconnect from your profile. See Connect Discord.
• You are paying but have no tier role. Check which account you connected. Roles follow the VEXA account you linked, so a second VEXA account with no subscription explains it.
• You upgraded and the role has not changed. Give it a moment and reload Discord. Roles are applied when the billing change lands rather than when you look.
• You cannot see the support channel. You are not in the server, or you left it. Reconnect from your profile.
• Your ticket channel vanished. It was closed. Open a new one, and mention the earlier ticket.
• You would rather not use Discord. Email support@vexatrade.ai instead.