This article explains how to submit and track a technical report. Diagnosis, internal referral, priority, remediation, timing and outcome depend on the current case. Submitting a report does not guarantee a fix, release date or compensation.
How do I create a ticket?
Sign in to the Client Portal and open Service Hub.
Select Create Ticket.
Choose the category that best matches your request, then select its subcategory group and specific issue.
Describe what happened and the result you expected.
Add the relevant account, order or transaction reference when requested.
Upload a screenshot or supporting file when it is needed and safe to provide.
Review the information and submit the ticket.
Open My support tickets to follow its status and view replies.
Submit one ticket for the same issue unless the Service Hub instructs you otherwise. Additional information can be added to the existing ticket while replies are available.
How is a technical report reviewed?
The Customer Support Team may provide basic troubleshooting, review the ticket details and request missing information. Depending on the current evidence and impact, the report may be referred to the relevant internal team.
Technical review may use available logs and system or market data. It may identify a local setup or connection, an external dependency, expected behavior, data that needs review, or a confirmed defect. A report alone does not confirm a defect or its cause.
How is priority decided?
Priority is based on verified severity, scope, risk, reproducibility and dependencies. Report an active trading, access or security impact promptly, but even a critical impact does not guarantee an immediate repair or fixed release date. Issues may be addressed in different ways or in a later update based on the current review.
What do ticket status and updates mean?
Use the current status and messages in the ticket's original channel as the source of truth.
A Closed or Resolved label alone does not prove an R&D handoff, confirmed cause, deployed fix, compensation decision, or that no technical work remains.
Do not assume an automatic email will be sent when a change is released. Follow the ticket and official notices. Avoid duplicate tickets and add new evidence to the existing ticket while it accepts replies. If the issue continues after closure, create a new ticket and include the previous ticket ID.
What outcomes are possible?
The next step may be troubleshooting guidance, a request for information, an explanation of expected behavior, a workaround, an internal referral, a change after approval, or no change. A fix, timing and outcome are not guaranteed. For active trading impact, use the controls currently available in the platform and account to manage exposure; Support cannot promise future execution, prevent loss, reverse history or promise compensation.
What should I include?
Provide only the information needed to locate and understand the issue, such as:
the affected account, order, ticket or transaction reference;
the date and time of the issue, including time zone;
the action you attempted;
the exact status, warning or error shown;
the platform, application version and device, when relevant; and
a screenshot with unrelated personal information hidden.
Never provide your password, one-time code, full card number, card security code, private key or recovery phrase. Use the secure upload control in the Verification flow in the Client Portal when supporting evidence is required.
For the complete ticket route, categories and channel boundaries, see: How do I use the FXTRADING.com Service Hub?