Troubleshooting and Support
Resolve account access, credential, metric, breach, payment, verification, and payout problems efficiently.
Open a support ticket from Support in your BFT dashboard, or message BFT Support on Telegram. Never send credentials, identity files, or complete payment details in either one. The public BFT Telegram community is for announcements and general guidance. It isn't a support channel.
Before you start
Identify the affected order or account. Record its phase, status, the approximate time of the issue, and the last dashboard update. Remove passwords, identity documents, full payment details, and other private data from screenshots.
How it works
Create one ticket per issue. Continue in the same ticket when adding evidence. BFT support may need time to compare account records and external platform data.
What happens after you open a ticket
The BFT AI assistant checks new tickets first, on the website and on Telegram. It answers only when these guides fully cover your question. It replies in Burmese if you wrote in Burmese, and otherwise in English. It uses only this public documentation, can't see your account, and doesn't make decisions about it.
- If it can answer: You get a short answer with a link to the guide it used, marked Answer from our documentation on the website. It then asks whether that solved your problem.
- If it can't answer: Your ticket goes straight to the support team, and you don't need to do anything. This includes questions about your own account, order, payment, verification, breach, payout, or review decision.
| What you do | What happens |
|---|---|
| Choose Yes, it's solved on the website or Yes on Telegram | The ticket closes. |
| Choose No, I need a support agent on the website or No on Telegram, or reply with more detail | A support agent takes over and replies in the same ticket or Telegram chat. |
| Don't reply for 7 days | The ticket closes automatically. |
If you need more help after a ticket closes, open a new ticket on the website. On Telegram, send another message and a new ticket opens.
Get support on Telegram
Link your Telegram to your BFT account so the support team knows which account you're asking about. Your Telegram tickets then also appear under My Tickets. Link your account before you raise an account-specific problem on Telegram.
Link from the website
- Open Support in your BFT dashboard.
- Choose Open Telegram Support.
- Press Start in Telegram within 15 minutes. If the link expires, open Support to get a new one.
Link from Telegram
If you message BFT Support from a Telegram account that isn't linked, the bot asks for your BFT account email after your ticket opens.
- Send the email address on your BFT account.
- BFT emails a 6-digit code to that address. Send the code in the chat within 15 minutes.
- The bot confirms that your Telegram is linked.
If something goes wrong:
- The email isn't found: Check the spelling and send it again.
- The code is wrong: Send the code from the email again.
- The code has expired: Send your email again to get a new code.
- You see too many attempts: Try again later, or link from Support.
- You don't want to link now: Choose Skip. Your ticket stays open, and you can link later from Support.
What success looks like
The ticket contains enough non-secret evidence to reproduce the problem, and the response appears in the ticket thread or Telegram chat. A resolved issue should also be visible in the relevant page, such as updated credentials, metrics, verification status, or payout status.
Common mistakes
- Sending a trading password or full identity document in a ticket or Telegram.
- Opening several tickets for the same event.
- Sharing your 6-digit link code anywhere other than the BFT Support chat on Telegram.
- Reporting a delayed dashboard without the update time.
- Deleting MT5 history or screenshots before a breach review is complete.
What happens next
Follow the instructions in the ticket or Telegram chat. If the issue concerns a rule decision, stop trading the affected account until its status and permissions are clear.