Support
Welcome to gatu Support. This page helps you find answers, troubleshoot common issues, and get in touch with our team.
_Last updated: June 15, 2026_
Quick Links
Frequently Asked Questions
General
What is gatu? gatu is a non-custodial trading terminal for the Hyperliquid decentralized exchange, supporting perpetual futures and spot markets with real-time data and advanced charting.
Does gatu hold my funds? No. gatu is fully non-custodial. Your funds remain in your own account, and we never have access to your private keys.
Is gatu free to use? Using the interface is free to use. You remain responsible for network fees and any protocol or builder fees applied to your trades.
Wallet & Sign-In
How do I connect my wallet? Click Connect Wallet and choose an external wallet (e.g., browser extension or mobile wallet) or sign in with email to use an embedded wallet.
What is the "agent" or "trading" wallet? To enable fast, pop-up-free order signing, gatu uses a delegated agent (API) wallet that you approve once with your main wallet. The agent key can place and cancel orders but cannot withdraw your funds.
I signed in with email — where is my wallet? Email sign-in creates an embedded wallet for you. You can view its address in the account menu.
Trading
How do I deposit funds? Deposit directly to your trading account, or use the built-in bridge to move assets from a supported network.
Why was my order rejected or not filled? Common reasons include insufficient margin, the price moving away from a limit order, or temporary network/exchange conditions. See Troubleshooting.
How do I withdraw? Open the account/deposit panel and follow the withdrawal flow. Withdrawals are signed by your main wallet.
Mobile
How do I link my phone? Use the Link mobile device option to generate a secure, time-limited pairing link and code. Open the link on your phone and enter the pairing code to complete the link. Connect the same wallet on both devices.
Troubleshooting
Wallet won't connect
- Refresh the page and try again.
- Ensure your wallet is unlocked and on a supported network.
- Disable conflicting wallet extensions.
- Try a different supported wallet or browser.
Transactions failing or stuck
- Check that you have sufficient balance for the trade and network fees.
- Verify you approved the trading agent (first-time trading requires a one-time approval).
- Wait for network congestion to clear, then retry.
Prices or charts not updating
- Check your internet connection.
- Refresh the page to re-establish the real-time data connection.
- Disable browser extensions that may block real-time connections.
Mobile link not working
- Pairing links are short-lived — generate a new one if it expired.
- Make sure you entered the correct pairing code.
- Ensure you connect the same wallet on both devices.
If an issue persists, please contact support with details (see below).
Contact Support
- Email: support@gatu.ai
- Help Center / Docs: https://app.gatu.ai/docs
- Community: coming soon
When contacting us, please include:
- a clear description of the issue and what you expected to happen;
- steps to reproduce;
- your wallet address (never your private key or seed phrase);
- screenshots or error messages, if available;
- your browser, operating system, and device.
Security reminder: We will never ask for your private key, seed phrase, or password. Ignore anyone who does.
Reporting Bugs & Feedback
- Bug reports: support@gatu.ai
- Feature requests & feedback: support@gatu.ai
- Security vulnerabilities: please report responsibly to support@gatu.ai. Do not disclose publicly until we have had a reasonable opportunity to address the issue.
Response Times
We aim to respond within the following target windows (business days, UTC):
| Channel | Target First Response |
|---|---|
| Critical security issues | Within 24 hours |
| General support email | 1–2 business days |
| Bug reports | 2–3 business days |
| Feature requests / feedback | As capacity allows |
These are targets, not guarantees, and may vary with support volume.