Troubleshoot a Problem

Check the right evidence before contacting support about MT5, payments, metrics, breaches, KYC, or payouts.

Use an authenticated BFT support ticket for account-specific problems. Never send trading passwords, identity files, or complete payment details through a ticket or Telegram.

Before you start

Identify the affected order or account, phase, status, approximate time, and last dashboard update. Preserve sanitized screenshots and MT5 history when a trade or breach is involved.

How it works

What success looks like

The issue is resolved by a documented check, or one ticket contains enough non-secret evidence to reproduce it. The response and any status change remain visible in the authenticated BFT account.

Common mistakes

  • Sending a trading password or identity document.
  • Opening several tickets for one event.
  • Reporting delayed metrics without the update time.
  • Deleting trade evidence before a breach review is complete.

What happens next

Continue in the same ticket when adding evidence. Stop trading the affected account when its status or permissions are uncertain.