Is this identity verification request from Service Desk legitimate?

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Hello everyone,
I recently opened a Service Desk ticket (#6015793) regarding a "Financial operations blocked" issue during a Top-up attempt. On 2026.07.03, I received a reply from "Support Team" asking me to provide:
A selfie holding my ID document
A selfie in front of my computer screen with the ticket page open
Photos of all payment cards used on MQL5.com (with all info covered except name and last 4 digits)
They even included illustrated example images showing exactly how to take these photos.
This felt unusual to me, so I wanted to ask the community: is this a standard, documented verification procedure used by MetaQuotes/MQL5 for unblocking financial operations? Has anyone else gone through this same process legitimately?
I want to make sure I'm not responding to a compromised support account or a phishing attempt before sending any sensitive documents. Any confirmation or similar experiences would be much appreciated.
Thank you.
 
Hello,

Thank you for sharing your experience.

May I ask how you managed to contact the MQL5 support team and receive a support ticket?

I have been trying to reach a human support agent regarding a VPS account restriction, but I can only access the chatbot and cannot find a way to submit a support request.

Could you please tell me where you opened your support ticket or provide the correct support link?

Thank you very much.
 
One Mllion #:
Hello,

Thank you for sharing your experience.

May I ask how you managed to contact the MQL5 support team and receive a support ticket?

I have been trying to reach a human support agent regarding a VPS account restriction, but I can only access the chatbot and cannot find a way to submit a support request.

Could you please tell me where you opened your support ticket or provide the correct support link?

Thank you very much.
If you look at the first picture, there's a message in red — that's where I requested assistance directly through their method.
 
Ruben Achitei:
Hello everyone,
I recently opened a Service Desk ticket (#6015793) regarding a "Financial operations blocked" issue during a Top-up attempt. On 2026.07.03, I received a reply from "Support Team" asking me to provide:
A selfie holding my ID document
A selfie in front of my computer screen with the ticket page open
Photos of all payment cards used on MQL5.com (with all info covered except name and last 4 digits)
They even included illustrated example images showing exactly how to take these photos.
This felt unusual to me, so I wanted to ask the community: is this a standard, documented verification procedure used by MetaQuotes/MQL5 for unblocking financial operations? Has anyone else gone through this same process legitimately?
I want to make sure I'm not responding to a compromised support account or a phishing attempt before sending any sensitive documents. Any confirmation or similar experiences would be much appreciated.
Thank you.

Yes, that certainly appears to be legitimate. That is the standard procedure for Seller/financial/account verification.

Support Team = Service Desk, at Metaquotes Ltd.

 
Ryan L. Johnson # :


It seems odd to me that they're asking for photos of the payment cards I've used, along with a selfie holding my ID, instead of directing me to a standard verification form. I'm starting to wonder if their support account might be compromised."
 
Ruben Achitei #:
It seems odd to me that they're asking for photos of the payment cards I've used, along with a selfie holding my ID, instead of directing me to a standard verification form. I'm starting to wonder if their support account might be compromised."

Your skepticism undoubtedly serves you well in the industry of retail trading. Having said that, I'm a former verified Seller, I've received support through multiple tickets, and that is Metaquotes' automated system.

If you choose not to believe in the system, then your remedy is to simply not use the service.

 
Ruben Achitei #:
If you look at the first picture, there's a message in red — that's where I requested assistance directly through their method.
Thank you.

The first screenshot is cut off, so I can't see where you started the support request.

Could you please upload the full first screenshot or tell me exactly which page you used to create the support ticket?

Thank you!
 
One Mllion #:
Thank you.

The first screenshot is cut off, so I can't see where you started the support request.

Could you please upload the full first screenshot or tell me exactly which page you used to create the support ticket?

Thank you!
Go to your user Profile==>left side menu==>Service Desk.
 
One Mllion #:
Thank you.

The first screenshot is cut off, so I can't see where you started the support request.

Could you please upload the full first screenshot or tell me exactly which page you used to create the support ticket?

Thank you!
https://www.mql5.com/en/users/ApexQuantFX/servicedesk

Where is ApexQuantFX, delete and put you user
 
Ryan L Johnson #:

Your skepticism undoubtedly serves you well in the industry of retail trading. Having said that, I'm a former verified Seller, I've received support through multiple tickets, and that is Metaquotes' automated system.

If you choose not to believe in the system, then your remedy is to simply not use the service.

Thx for your help 
 
Ruben Achitei #:
https://www.mql5.com/en/users/ApexQuantFX/servicedesk

Where is ApexQuantFX, delete and put you user


Yes, that's exactly the page I used:
https://www.mql5.com/en/users/OneMillion/servicedesk

However, it only opens the MQL5 Helper chatbot. It asks me to choose categories such as Finance, VPS, Account, etc., but I cannot find any option to contact a human support agent directly.

Could you please tell me which category or steps you used to reach a real support representative?

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