To dispute or investigate a trade, you have two options for submitting your request:
1. Email
You can send a trade investigation request via email. Please ensure you provide all the following information:
- Account Number (Login)
- Email Address
- Affected Instruments
- Ticket Number(s)
- Description of the issue requiring investigation
- Any supporting documents (including screenshots) related to the incident
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.
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.
Common investigation scenarios
Below are some common scenarios where traders may request further 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 were off the market rates.
If you encounter these or any other issues, providing detailed information and supporting documents will help us resolve your investigation more efficiently.