To dispute or investigate a trade, you have the following option for submitting your request:
- Send your trade investigation request directly via email.
- Ensure you provide the following information:
- MT4 Account Number (Login)
- Email Address
- Affected Instruments
- Ticket Number(s)
- Description of the issue requiring investigation
- Please attach any supporting documents related to the incident.
Make sure that you provide all the requested information above. If your initial query via chat or email lacks specifics about the affected trades or sufficient context, you will need to submit the trade investigation form.
Timeframe:
Our support team will initiate a thorough investigation and aim to reach a resolution within 1-3 business days. Please note that, depending on the complexity, it may take up to 5 business days.
Scenarios
Here are some common scenarios where you might need to request a trade investigation:
- Slipped Trades: When the trade execution price differs significantly from the expected price.
- Stop Loss (SL) / Take Profit (TP) Not Hit: When the stop loss or take profit levels were not triggered as expected.
- Trades Opened at Incorrect Prices: When trades were opened at prices that are off the market rates.
If you encounter any of these issues or others, providing detailed information and supporting documents will help us resolve your investigation more efficiently.