Quick answer: Most "urgent" tickets are answered by four checks: your drawdown levels, your consistency percentage, open positions, and your trading-day count. Run through this first — it's faster than waiting for a reply.
The four checks
1. Have you checked the drawdown rules? Open Trader Area → Accounts Overview → your account → Go to Metrics. Check both the daily breach level and the maximum breach level, and remember both run on equity — open positions count. Complete Trading Rules – Master Guide
2. Have you checked your consistency %? (Speedy and Instant Funding) Highest realised profit day ÷ total realised profit for the period. Exactly at the threshold is not below it, and losing days push the figure up. How the Consistency Rule Affects Withdrawals
3. Have you closed all positions? Payout eligibility requires no open positions. A forgotten 0.01-lot position hides the Request Payout button.
4. Have you completed the minimum trading days? A trading day is a date on which a trade was opened — four trades on Tuesday is one day. On Flex and Instant Funding, the day also needs 0.25% realised profit. Minimum Trading Day Requirements
If you still need support
Include from the start: registered email · account number and program · what you expected vs what you see · screenshots of Metrics and the platform · relevant ticket numbers · date and time. Complete first messages are answered in one round instead of three.
Support can: explain published rules, clarify ticket references, submit eligible cases to the Dealing Team, share review status. Support cannot: pre-approve strategies, recommend lot sizes or withdrawal amounts, activate a payout button while a requirement is genuinely incomplete, or override a final Dealing Team decision without new verified information.
Contact: [email protected], or live chat on the website — around the clock.