Troubleshooting and Support
Resolve credential, metric, breach, payment, verification, and payout problems efficiently.
Use an authenticated BFT support ticket for account-specific problems. Telegram can provide general announcements or guidance, but it is not the place to send credentials, identity files, or payment details.
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 success looks like
The ticket contains enough non-secret evidence to reproduce the problem, and the response appears in the authenticated thread. 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.
- 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 authenticated ticket. If the issue concerns a rule decision, stop trading the affected account until its status and permissions are clear.