Connection VPN lost

[Davide Rosset]

I just got a mql5 VPN that lost his connection without a reason, than it showed on journal connection is working but didn't close the trade of the signal copied and neither open new positions, how I could ask for a refund for the pips lost both on the closed positions and also on the opened?

Thanks,

Davide

[Sergey Golubev]

Refund for the pips lost?
I am not sure that you can get this refund on pips lost.

As to refund for MQL5 VPS so write to the service desk https://www.mql5.com/en/contact 
But be ready to provide VPS log files to them as a proof that connection was lost for some long period of time (and if it is related to the signal so the terminal logs should be provided as well). 

[Sergey Golubev]

And there is some general information about (for everybody) - 

Forum on trading, automated trading systems and testing trading strategies

VPS not working

Sergey Golubev, 2018.10.29 10:33

You may check the logs ... besides, there are more limitation: for example - EA with using dll will not work on MQL5 VPS for MT4/MT5 

Attach your EA to the chart, and synchromize once again.

Forum on trading, automated trading systems and testing trading strategies

EA on VPS not executing orders

Sergey Golubev, 2018.10.29 19:34

You can check log files (rwo log files) just to understand about what was happened: Virtual Platform Logs (log files will be necessary in any way).
Besides, there is one thread where MK is replying and trying to help: VPS not working

[Sergey Golubev]

Sergey Golubev:
Refund for the pips lost?
I am not sure that you can get this refund on pips lost.

As to refund for MQL5 VPS so write to the service desk https://www.mql5.com/en/contact 
But be ready to provide VPS log files to them as a proof that connection was lost for some long period of time (and if it is related to the signal so the terminal logs should be provided as well). 

If the service desk refused to review this situation telling that it is related to the technical issue (not financial issue) so the only way to deal/discuss about it is the forum (you have this thread for example).

But in this case any words should be confirmed by log files too ("synchronized the signals with VPS was done" - provide the proof of it using your logs, "connection lost" - please prove it by your logs, "I really subscribed" - prove by your logs, and so on). If not so no one can help.

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It is difficult way, but it is the only way to discover about what was happened (same as on this thread https://www.mql5.com/en/forum/286257 for example).