No answer from support

[PetrowskiFX]

Hey everyone!

 

I was unsure where to post this question, “General Discussion” looks most appropriate for this one.

 

I contacted support back on September 3rd by email (at [email protected]) regarding my issue with prop firm robots (and possible refund within 30-day window), but never got any answer.

 

Is there someone on this forum, who can handle this case (or maybe forward me to someone, who can help me with my situation)?

 

Thanks in advance, I hope that someone will help resolve my questions

[Ilan Vardy]

Hey PetrowskiFX,

Sorry to hear about your challenges. I’m sure your mail may have somehow ended up in a spam folder automatically, for some reason. Please let me know what your email address is, and I’ll ask Marin to look for it and assist you.

 

Thanks,

Ilan

[PetrowskiFX]

Hey, Ilan!

 

Thank you for your answer!

I contacted support with my e-mail, that was used for registration here – [email protected]

 

Thanks for checking it, I’ll wait for further answers on my email. Shame, that I can’t use robots, because I like this community very much

[Marin Stoyanov]

Hi Petro, I just found your email and I’m sorry to hear that your prop firm does not allow algo trading. There are other prop firms that allow trading with EAs, you can check those that we use at the moment here. As for your refund, we triggered it on our side few minutes ago, it may take 5-10 working days for the money to be available in your account (usually this happens in just a few days).

[Oleksandr Vdovenko]

Hello, I like your quick response regarding help with payment and “discount”, but I don’t like your slow response regarding resolving the payment problem

Yesterday, September 29th, in the afternoon I paid for a package of robots for prop companies, after payment the site froze (I have a screenshot, I also sent it to you by email), after which the funds were written off and the purchase is not displayed in my account

my email is [email protected]

payment id : BNET-20240929-MDSTKW1U9

[Oleksandr Vdovenko]

All is ok.

[Marco Pollastri]

2024.11.11 22:17:16.485 MQL5.community: authorization failed
2024.11.11 22:12:15.498 Expert Prop Firm Robot 100k Medium BTCUSD M15 270707259 BTCUSD,M15: removed
Hey there is someone can help me with this?
The EA gets removed

[Ilan Vardy]

Hey Marco,

Check the Minimum Equity settings in the EA inputs. The value needs to be less than your account balance. This is a protection setting. Once you hit the pre-defined minimum equity, the EA turns off to protect your account.

Thanks,
Ilan

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