How to contact Customer Service? thank You - page 25
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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.
1. Any product can be removed from the Market, and it is normal standard situation (and it is according to the Rules).
And it is not a reason for refund.
The information how to use/install the product which was remove from the Market after purchase:
Forum on trading, automated trading systems and testing trading strategies
The purchased tab is only showing the last two purchases
Alexey Petrov, 2021.01.19 11:17
Even if a Market product is removed from the showcase, those who already purchased it, can install it anytime from their MetaTrader terminal (Market \ Purchased section).
In case you don't see the product on the list of your purchases in the terminal, try the following:
If you cancel your purchase purchase within 7 days, without having activated it, you will also get a refund. But this refund is going to the forum profile (to MQL5 forum account only, and not to your Visa/Mastercard/paypal for example).
3. The service desk.
In case you want to clarify something etc -
look at the bottom of this page for "Contacts and requests", and try to bypass the chatbot (do not speak with the bot) to create a ticket to the service desk.
Withdrawal account problem solve me please help or guide any one please
I am using the official version of MetaTrader 5 for Windows, installed directly from the official MetaTrader website.
I'm trying to log in to my MQL5 account, but the login box doesn't appear in MetaTrader 5 on my PC.
I've already confirmed my login details and I still can't log in.
I would like to know what the problem might be and how I can solve it.
Thanks.
Hello,
I am using the official version of MetaTrader 5 for Windows, installed directly from the official MetaTrader website.
I'm trying to log in to my MQL5 account, but the login box doesn't appear in MetaTrader 5 on my PC.
I've already confirmed my login details and I still can't log in.
I would like to know what the problem might be and how I can solve it.
Thanks.
Dear MQL5 Customer Support Team,
I am writing to request an urgent conversation with a customer care representative regarding a serious issue that has left me and several of my friends extremely frustrated for the past four to five months.
Since January, we have been using the MQL5 platform to purchase an Expert Advisor called Gold Reaper for MT5. However, approximately four to five months ago, my friends and I suddenly lost access to the MQL5 community. Our accounts were blocked without any prior notice, warning, or explanation.
The most frustrating part is that we purchased this product through your platform and have been using it legitimately. The Expert Advisor is hosted through the MQL5 community, and we need to log in to our MQL5 accounts through our trading platform to access and use the product. Since our accounts were blocked, we have been unable to access the community and, consequently, the Expert Advisor we purchased.
In my case, three of my previous accounts that I used on your platform have been blocked. My friends have experienced similar issues. None of us received any explanation stating that we had violated a community guideline or breached any platform rule.
Why were our accounts blocked, and why were we not given any explanation?
We use MQL5 primarily to purchase and access Expert Advisors. We are not using the platform to engage in illegal activities, spam the community, or deliberately violate its rules. If there is a specific reason for these restrictions, we deserve to know what it is so that we can understand the situation and take the appropriate steps to resolve it.
For months, we have been trying to contact MQL5 through messages and emails, but we have not received a response. This lack of communication has made an already frustrating situation even worse.
Because I could not get a response through the usual channels, I eventually had to create an entirely new MQL5 account just to access the community associated with the product and raise this issue. I initially contacted the Gold Reaper community because I believed the product's developers or administrators were responsible for blocking our access. However, they explained that they do not have the authority to block users from the MQL5 platform and that the restrictions would need to be addressed by MQL5 itself.
This has left me wondering why these restrictions were imposed in the first place. We have not been given any information explaining what happened, and we have had no clear opportunity to appeal or resolve the matter.
I am extremely disappointed with how this situation has been handled. We paid for a product, yet we have been unable to access it for months because the accounts associated with our purchases have been blocked. At the very least, we should have received a notification explaining the reason for the restrictions and the steps available to us to resolve the issue.
If there is evidence that we violated any community guidelines, please provide the details. If our accounts were restricted in error, I expect the matter to be investigated and corrected. I am also willing to provide purchase receipts, transaction details, account information, screenshots, and screen recordings showing the access-denied messages to help your team investigate.
I want to make it clear that I am not contacting you to complain about the quality of Gold Reaper. My concern is that I have paid for a product and can no longer access it through the account I used to purchase it. I simply want to understand why this happened and have the issue resolved.
I am therefore requesting the following:
A response from a customer care representative who can investigate this matter.
A clear explanation of why my original accounts were blocked and whether any community rules were allegedly violated.
A review of the restrictions placed on my accounts and those of my affected friends, where appropriate.
The restoration of our access to the MQL5 community and the Expert Advisor we purchased, if the restrictions were imposed in error.
Clear instructions on any steps we need to take to resolve the issue if action is required on our part.
This situation has gone on for far too long, and we cannot continue without an explanation or a practical solution. We have made repeated attempts to contact your team, and I believe it is only fair that we receive a proper response.
Please escalate this complaint to the appropriate department and arrange for a customer care representative to address it as soon as possible.
I look forward to receiving a response and having this matter resolved.
Kind regards,
A concerned MQL5 customer
Dear MQL5 Customer Support Team,
I am writing to request an urgent conversation with a customer care representative regarding a serious issue that has left me and several of my friends extremely frustrated for the past four to five months.
Since January, we have been using the MQL5 platform to purchase an Expert Advisor called Gold Reaper for MT5. However, approximately four to five months ago, my friends and I suddenly lost access to the MQL5 community. Our accounts were blocked without any prior notice, warning, or explanation.
The most frustrating part is that we purchased this product through your platform and have been using it legitimately. The Expert Advisor is hosted through the MQL5 community, and we need to log in to our MQL5 accounts through our trading platform to access and use the product. Since our accounts were blocked, we have been unable to access the community and, consequently, the Expert Advisor we purchased.
In my case, three of my previous accounts that I used on your platform have been blocked. My friends have experienced similar issues. None of us received any explanation stating that we had violated a community guideline or breached any platform rule.
Why were our accounts blocked, and why were we not given any explanation?
We use MQL5 primarily to purchase and access Expert Advisors. We are not using the platform to engage in illegal activities, spam the community, or deliberately violate its rules. If there is a specific reason for these restrictions, we deserve to know what it is so that we can understand the situation and take the appropriate steps to resolve it.
For months, we have been trying to contact MQL5 through messages and emails, but we have not received a response. This lack of communication has made an already frustrating situation even worse.
Because I could not get a response through the usual channels, I eventually had to create an entirely new MQL5 account just to access the community associated with the product and raise this issue. I initially contacted the Gold Reaper community because I believed the product's developers or administrators were responsible for blocking our access. However, they explained that they do not have the authority to block users from the MQL5 platform and that the restrictions would need to be addressed by MQL5 itself.
This has left me wondering why these restrictions were imposed in the first place. We have not been given any information explaining what happened, and we have had no clear opportunity to appeal or resolve the matter.
I am extremely disappointed with how this situation has been handled. We paid for a product, yet we have been unable to access it for months because the accounts associated with our purchases have been blocked. At the very least, we should have received a notification explaining the reason for the restrictions and the steps available to us to resolve the issue.
If there is evidence that we violated any community guidelines, please provide the details. If our accounts were restricted in error, I expect the matter to be investigated and corrected. I am also willing to provide purchase receipts, transaction details, account information, screenshots, and screen recordings showing the access-denied messages to help your team investigate.
I want to make it clear that I am not contacting you to complain about the quality of Gold Reaper. My concern is that I have paid for a product and can no longer access it through the account I used to purchase it. I simply want to understand why this happened and have the issue resolved.
I am therefore requesting the following:
A response from a customer care representative who can investigate this matter.
A clear explanation of why my original accounts were blocked and whether any community rules were allegedly violated.
A review of the restrictions placed on my accounts and those of my affected friends, where appropriate.
The restoration of our access to the MQL5 community and the Expert Advisor we purchased, if the restrictions were imposed in error.
Clear instructions on any steps we need to take to resolve the issue if action is required on our part.
This situation has gone on for far too long, and we cannot continue without an explanation or a practical solution. We have made repeated attempts to contact your team, and I believe it is only fair that we receive a proper response.
Please escalate this complaint to the appropriate department and arrange for a customer care representative to address it as soon as possible.
I look forward to receiving a response and having this matter resolved.
Kind regards,
A concerned MQL5 customer
You have to write to the ServiceDesk, not on the forum.
https://www.mql5.com/en/contact
Dear MQL5 Customer Support Team,
I am writing to request an urgent conversation with a customer care representative regarding a serious issue that has left me and several of my friends extremely frustrated for the past four to five months.
Since January, we have been using the MQL5 platform to purchase an Expert Advisor called Gold Reaper for MT5. However, approximately four to five months ago, my friends and I suddenly lost access to the MQL5 community. Our accounts were blocked without any prior notice, warning, or explanation.
The most frustrating part is that we purchased this product through your platform and have been using it legitimately. The Expert Advisor is hosted through the MQL5 community, and we need to log in to our MQL5 accounts through our trading platform to access and use the product. Since our accounts were blocked, we have been unable to access the community and, consequently, the Expert Advisor we purchased.
In my case, three of my previous accounts that I used on your platform have been blocked. My friends have experienced similar issues. None of us received any explanation stating that we had violated a community guideline or breached any platform rule.
Why were our accounts blocked, and why were we not given any explanation?
We use MQL5 primarily to purchase and access Expert Advisors. We are not using the platform to engage in illegal activities, spam the community, or deliberately violate its rules. If there is a specific reason for these restrictions, we deserve to know what it is so that we can understand the situation and take the appropriate steps to resolve it.
For months, we have been trying to contact MQL5 through messages and emails, but we have not received a response. This lack of communication has made an already frustrating situation even worse.
Because I could not get a response through the usual channels, I eventually had to create an entirely new MQL5 account just to access the community associated with the product and raise this issue. I initially contacted the Gold Reaper community because I believed the product's developers or administrators were responsible for blocking our access. However, they explained that they do not have the authority to block users from the MQL5 platform and that the restrictions would need to be addressed by MQL5 itself.
This has left me wondering why these restrictions were imposed in the first place. We have not been given any information explaining what happened, and we have had no clear opportunity to appeal or resolve the matter.
I am extremely disappointed with how this situation has been handled. We paid for a product, yet we have been unable to access it for months because the accounts associated with our purchases have been blocked. At the very least, we should have received a notification explaining the reason for the restrictions and the steps available to us to resolve the issue.
If there is evidence that we violated any community guidelines, please provide the details. If our accounts were restricted in error, I expect the matter to be investigated and corrected. I am also willing to provide purchase receipts, transaction details, account information, screenshots, and screen recordings showing the access-denied messages to help your team investigate.
I want to make it clear that I am not contacting you to complain about the quality of Gold Reaper. My concern is that I have paid for a product and can no longer access it through the account I used to purchase it. I simply want to understand why this happened and have the issue resolved.
I am therefore requesting the following:
A response from a customer care representative who can investigate this matter.
A clear explanation of why my original accounts were blocked and whether any community rules were allegedly violated.
A review of the restrictions placed on my accounts and those of my affected friends, where appropriate.
The restoration of our access to the MQL5 community and the Expert Advisor we purchased, if the restrictions were imposed in error.
Clear instructions on any steps we need to take to resolve the issue if action is required on our part.
This situation has gone on for far too long, and we cannot continue without an explanation or a practical solution. We have made repeated attempts to contact your team, and I believe it is only fair that we receive a proper response.
Please escalate this complaint to the appropriate department and arrange for a customer care representative to address it as soon as possible.
I look forward to receiving a response and having this matter resolved.
Kind regards,
A concerned MQL5 customer
-------------------
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.
Hello Sergey,
I have exactly the same problem with the MQL5 Helper chatbot.
I accidentally deleted my Freelance order #249350 and lost contact with my developer (discussion ID: 1304291).
Could you please explain the exact steps to bypass the chatbot and submit a real Service Desk ticket?
Alternatively, is there any way for the MQL5 team to forward my contact request to the developer?
Thank you for your help.