Troubleshooting
What should I check before contacting support?
Check your loss limits, consistency, open positions and trading-day count in your Trader Area first. Then send support your account details and the exact issue.
Four quick checks
- Loss limits. Open Trader Area → Accounts Overview → your account → Go to Metrics and check both the daily and maximum levels. Both use equity, which includes open positions.
- Consistency (Speedy and Instant Funding). Compare your highest profit day with your total profit for the period. Exactly 40% or 20% is not below the limit, and losing days push the percentage up.
- Open positions. A payout needs every position closed, however small.
- Trading days. Several trades on one date count as one day. On Flex and Instant Funding, a qualifying day needs at least 0.25% of starting balance in net closed profit, including losses, commissions and swaps. A new entry and the profit do not need to occur on the same date.
What to send support
- Your registered email address and account number.
- Your programme and account stage.
- What you expected and what actually happened.
- Any relevant ticket numbers, dates and server times.
- Screenshots of your Metrics page and any platform error. Never include passwords or authentication codes.
What support can do
Explain the published rules, clarify trade identifiers, share the status of a review and submit eligible cases to the Dealing Team (the independent team that reviews trading).
What support cannot do
Pre-approve a strategy, recommend lot sizes or withdrawal amounts, switch on a payout button while a genuine requirement is missing, or overturn a final decision without new verified information.
Contact support@traderscale.com or use the live chat on the website.