Discord roles and support tickets
Trader is yours forever, the Pro role follows your paid plan, and Full Access does not grant one. Plus how to open a support ticket in the server.
On this page
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 two.
| Role | When you have it |
|---|---|
| Trader | From the moment you connect, and permanently after that |
| VEXA Pro | While your plan is Pro and your billing still gives you access |
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 Pro role follows your billing
VEXA Pro tracks your paid plan. You keep the role while your subscription still gives you access, which covers more states than people expect:
| Subscription state | Pro role |
|---|---|
| Trialing | Kept |
| Active | Kept |
| Payment failed, in retry | Kept |
| Cancelled with time left on the period | Kept |
| Expired | Removed |
| Free | Never granted |
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.
Full Access gives you Trader only
If you connect Discord while your Welcome Package is running, 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 the Welcome Package 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 while the package runs.
Start Pro and the role is applied automatically within a moment. You do not need to reconnect, and there is nothing to ask support for. See Your Welcome Package: Full Access explained.
What Pro gets you in the server
Your tickets are answered before 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
Same on every platform
- Open the VEXA Discord server.
- Go to the support channel.
- Use the Open button on the ticket panel.
- Describe the problem in the private channel that appears.
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 subscription 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 Pro 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.
Related
Still stuck? Email support@vexatrade.ai.