Where can I request a refund for an activated Market product with possible TOS violation?

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I need help finding the correct way to contact MQL5 Support / Service Desk for a Market product refund review.

I purchased a Market Expert Advisor. The product is already activated, so the normal “Cancel purchase” option is not available.

My issue is not normal trading loss or profit expectations. The issue is that the product description says the EA does not use martingale, grid, or averaging. However, after purchase and after discussing with the seller, I found that the default settings include a Recovery lot multiplier of 2. The seller confirmed that after Stop Loss, a normal lot such as 0.01 can become 0.02, and that changing “Lot multiplier during recovery” from 2 to 1 stops the lot increase.

The seller also advised using default settings and changing only lot size or risk percentage. For me, this creates a possible inconsistency between the product description and the default risk logic.

I contacted the seller first. The seller said he cannot process a refund manually after activation and that refunds must be handled only through MQL5 Support / Market system.

I have tried the Contact / AI support page, but I cannot find the correct option to open a real refund review ticket for an activated Market product. “Cancel purchase” does not work because the product is activated.

Can a moderator or experienced user please explain the exact path/menu to open a Service Desk request for MQL5 Market Administration to review this refund case?

I am not asking the forum to process the refund. I only need to know how to reach the correct MQL5 Support channel for an activated Market product that may be inconsistent with its description.


My refund request is based on MQL5 Terms of Use 12.1, 12.32 and 12.33: objective inconsistency with the product description. The product page states no martingale/grid/averaging and recommends default settings, but the seller confirmed the default Recovery logic can increase 0.01 to 0.02 after SL and that changing “Lot multiplier during recovery” from 2 to 1 stops the lot increase.

I also refer to Market Rules II.12, III.5–III.7, VII.6 and VIII. The issue is specific and objective: the product does not meet the stated functionality/description, the seller was contacted first, and the dispute could not be resolved directly.

 
Please note that it is very unlikely to get refund in case you already activated the product ... anyway:

Forum on trading, automated trading systems and testing trading strategies

MQL5 VPS auto-renew failed despite sufficient balance — VPS lost and payment unavailable

Sergey Golubev, 2026.05.22 15:31

It is for the service desk: 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.

 
ONLINE REVIEWS:

I need help finding the correct way to contact MQL5 Support / Service Desk for a Market product refund review.

I purchased a Market Expert Advisor. The product is already activated, so the normal “Cancel purchase” option is not available.

My issue is not normal trading loss or profit expectations. The issue is that the product description says the EA does not use martingale, grid, or averaging. However, after purchase and after discussing with the seller, I found that the default settings include a Recovery lot multiplier of 2. The seller confirmed that after Stop Loss, a normal lot such as 0.01 can become 0.02, and that changing “Lot multiplier during recovery” from 2 to 1 stops the lot increase.

The seller also advised using default settings and changing only lot size or risk percentage. For me, this creates a possible inconsistency between the product description and the default risk logic.

I contacted the seller first. The seller said he cannot process a refund manually after activation and that refunds must be handled only through MQL5 Support / Market system.

I have tried the Contact / AI support page, but I cannot find the correct option to open a real refund review ticket for an activated Market product. “Cancel purchase” does not work because the product is activated.

Can a moderator or experienced user please explain the exact path/menu to open a Service Desk request for MQL5 Market Administration to review this refund case?

I am not asking the forum to process the refund. I only need to know how to reach the correct MQL5 Support channel for an activated Market product that may be inconsistent with its description.


My refund request is based on MQL5 Terms of Use 12.1, 12.32 and 12.33: objective inconsistency with the product description. The product page states no martingale/grid/averaging and recommends default settings, but the seller confirmed the default Recovery logic can increase 0.01 to 0.02 after SL and that changing “Lot multiplier during recovery” from 2 to 1 stops the lot increase.

I also refer to Market Rules II.12, III.5–III.7, VII.6 and VIII. The issue is specific and objective: the product does not meet the stated functionality/description, the seller was contacted first, and the dispute could not be resolved directly.

According to the rules in the MQL market, the probability of canceling the purchase and returning the money is very low. Because you have used the EA and activation.
In order to avoid incidents and problems in the expert, you have the ability to test the program before purchasing. Therefore, as our dear friends said, there is a very small chance of a refund.
But to contact support, first select the financial problem. If your problems are not in the predefined buttons, a button is placed stating that my question is not here. And you will be directed to support.
Good luck.
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