how to contact customer service? thank You - page 24

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how to fix this???

"Financial operations are limited. Please contact our technical support team."
 
ram enriquez #:
how to fix this???

"Financial operations are limited. Please contact our technical support team."
Please contact the Service Desk directly - they are the only channel that can review your case.
Contact Us
Contact Us
  • www.mql5.com
Send your messages and see the history of your requests to the mql5.com support team even if you are not registered on the website.
 
Oleksandr Medviediev #:
Please contact the Service Desk directly - they are the only channel that can review your case.

i already did that, but no reply yet

 
Dear Support

Hi

I don't know what happened with my account. I was teaching a group of friend how to read MQL5 account. Each one was following as I was showing them by sharing my screen in a video call. I created a similar username as mine: smonga2. An my Original account is smonga1

After that lesson, I see a message on the top of my screen: "Financial operations are limited. "Please contact our technical support team"

Since yesterday my colleague are calling me that my INDICATOR which is on MQL5 they are unable to buy it saying there no PURCHASE BUTON I do have to Indicators in the store:

<link to the Market product was deleted by moderator> and <link to the Market product was deleted by moderator>


Please can you help me? how to enable the purchase back?

 
Samuel Monga Ilunga #:
Dear Support

...
  • This thread is not the support team. The thread is about how to contact with support team (with the service desk). It means that support team are not here on the thread.
  • It is prohibited to have the second username (especially for the sellers).
  • "Financial operations are limited" issue is the normal situation which every seller is getting from time to time. You need to wait or to contact with the service desk.

-------------------

You can contact with the service desk (because we on the forum have nothing to do with it):
look at the bottom of this page for "Contacts and requests", and try to bypass the chatbot to create a ticket to the service desk.

 
Sergey Golubev #:
  • This thread is not the support team. The thread is about how to contact with support team (with the service desk). It means that support team are not here on the thread.
  • It is prohibited to have the second username (especially for the sellers).
  • "Financial operations are limited" issue is the normal situation which every seller is getting from time to time. You need to wait or to contact with the service desk.

-------------------

You can contact with the service desk (because we on the forum have nothing to do with it):
look at the bottom of this page for "Contacts and requests", and try to bypass the chatbot to create a ticket to the service desk.

Dear Sergey 

Thank you very Much.

I really appreciate your time and your help.

Much Thanks again.
 

Dear MetaQuotes Administration,

I would like to formally submit a complaint regarding my purchase of the Quantum OmniGold Expert Advisor through the MQL5 Market and respectfully request that my case be reviewed for a full refund.

Purchase details:

  • Product: <...>
  • Purchase Date: July 3, 2026
  • Transaction ID: 16559598
  • Amount Paid: USD 1,099.99

I purchased this product in good faith based on the information, performance expectations, and presentation available on the MQL5 Market.

Unfortunately, after installing and operating the EA on a real trading account, I found that its actual behavior and performance differ substantially from what was reasonably expected based on the product's presentation and backtesting information. My real account has consistently produced unsatisfactory results, exposing my trading capital to losses that are incompatible with the expectations created at the time of purchase.

However, my complaint is not based solely on trading losses. I fully understand that no trading system can guarantee profits and that financial markets involve risk.

The main reasons for my complaint are the following:

  1. The product was removed from the MQL5 Market only a short time after my purchase. Today, the product page is no longer available for new buyers.
  2. The removal of the product has created uncertainty regarding future support, maintenance, bug fixes and updates. When purchasing software of this value, it is reasonable to expect that it will remain actively supported and maintained.
  3. There is currently no clear or functional procedure to submit a Market purchase complaint. The previous Service Desk appears to have been replaced by the MQL5 Helper chatbot, which only provides predefined answers related to payments and invoices and does not allow me to submit my case for review.
  4. I am submitting this request within less than 30 days of the purchase, demonstrating my intention to resolve this matter promptly and through the official MetaQuotes channels.

I respectfully ask MetaQuotes to review this case considering all of these circumstances together, rather than evaluating only the trading performance of the Expert Advisor.

I am prepared to provide any supporting documentation necessary for your investigation, including:

  • Purchase invoice;
  • Transaction details;
  • Real trading account reports;
  • Backtest reports;
  • Trading logs;
  • Screenshots showing that the product has been removed from the MQL5 Market.

I respectfully request:

  • A formal review of my complaint by the MetaQuotes administration.
  • Clarification regarding the reasons why the product was removed from the MQL5 Market shortly after my purchase.
  • Consideration of a full refund of USD 1,099.99, given the circumstances described above.

I have been a long-time customer of the MQL5 Market and have purchased several products through your platform over the years. I have always trusted MetaQuotes as a reliable marketplace for automated trading software, and I sincerely hope this matter will be reviewed fairly and impartially.

Thank you for your time and consideration. I look forward to your response.

Kind regards,

 
Ronaldo Grinstein Bonassoli #:

You need to contact the ServiceDesk for such request, not the forum.
Contact Us
Contact Us
  • www.mql5.com
Send your messages and see the history of your requests to the mql5.com support team even if you are not registered on the website.
 

Thank you for your reply.

That is exactly the problem I am facing.

When I access the Service Desk, it only opens the MQL5 Helper chatbot, which only provides predefined options related to payments, withdrawals and invoices.

There is no option to submit a Market purchase complaint or create a support ticket for the administration to review my case.

Could you please tell me the current procedure to create a Service Desk ticket regarding a refund request for a Market product?

Thank you very much for your assistance.

 

Dear Alain,

Thank you for your reply.

Unfortunately, I believe the information you provided may no longer reflect the current support process.

You advised me to contact the Service Desk. However, after spending several hours trying to do exactly that, I have been unable to find any functional way to submit my request.

Currently:

  • There is no direct support email.
  • There is no way to contact a human support representative.
  • The former Service Desk appears to have been replaced by the MQL5 Helper chatbot.
  • The chatbot only provides predefined answers related to payments, withdrawals and invoices.
  • It does not allow users to submit a complaint regarding a Market purchase or create a ticket for review by the MetaQuotes administration.

I also checked my purchase history, the invoice, the product page and every available support option on my account. There is simply no mechanism that allows me to submit a formal complaint.

This leaves me in a very difficult position as a customer.

I purchased <...> on July 3, 2026 for USD 1,099.99. Shortly after my purchase, the product was removed from the Market. I am trying to submit a formal refund request within the applicable time period, but I cannot find any official channel that allows me to do so.

As a customer, I believe every buyer should have access to an effective and transparent procedure to submit complaints regarding purchases made through the MQL5 Market. At the moment, I have not been able to find such a procedure.

Could you please provide the exact current link or procedure that allows me to create a Service Desk ticket for a Market purchase complaint?

If the procedure has changed, I would greatly appreciate your guidance, because after extensive searching I have been unable to locate any working channel other than the chatbot.

Thank you very much for your assistance.

Kind regards,

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