Urgent Escalation: No Access to My MQL5 Account and No Effective Customer Support

Dev Kel 2026.10.15 00:48

Dear MQL5 Support Team,

I have already contacted the community regarding my account access issue and was instructed to contact the Service Desk, which I did. However, I am still unable to get the assistance I need, and I am extremely frustrated with the entire process.

When I accessed the Service Desk and clicked on Contact Us, I found the MQL5 service help section and selected Create a Request for Support. I expected to find a form where I could explain my situation or an option to speak directly with a customer care representative. Instead, I was directed to the built-in MQL5 AI assistant.

The assistant only provides a limited list of predefined questions and options. It does not give me the opportunity to explain my specific problem in my own words or submit a detailed complaint for someone to investigate.

For example, when I selected the account option and clicked on I can't log in, I was instructed to reset my password. However, when I tried to proceed using the email address associated with my original account, I received a message stating that the email address could not be used.

I also selected the option relating to a banned account, but the assistant told me that my account was not banned and then asked what other questions I wanted to ask.

This is extremely confusing. If my account is not banned, why can I no longer access it? Why is the email address I used to register my account and purchase products no longer accepted by the platform? And why is there no clear way for me to explain this situation to a human representative who can investigate it?

My issue is not simply a forgotten password. I have lost access to my original MQL5 account, and I have been unable to access the Expert Advisors I purchased through that account for several months.

I have multiple Expert Advisors associated with my original account, all of which I purchased through the MQL5 platform. I can provide receipts and transaction records to prove my purchases. However, I currently cannot access the account through which I bought these products, and I have not received any clear explanation for why this has happened.

What makes this even more concerning is that I was not given any prior notice or information explaining why my access was restricted. Nobody informed me that I had violated any community guidelines or platform rules. My access simply stopped working, leaving me unable to use the account and access my purchases as I had previously done.

I have made repeated attempts to resolve this issue. I have sent messages and emails, contacted the community, followed the instructions to approach the Service Desk, and tried using the available support options. Yet, I am still going around in circles without receiving a meaningful response or a practical solution.

I was specifically directed to the Service Desk, but when I followed the instructions, I ended up with an AI assistant that only allows me to select from predefined questions. It does not provide an appropriate way to describe my circumstances, explain the errors I am encountering, or request a formal review of my account.

Even when I tried to explain my issue through the technical support section, I was unable to get my complaint properly addressed. I am now left wondering how a customer is expected to resolve a serious account restriction when the available support system does not provide a clear route to submit the issue for human review.

This is not just about me. Some of my friends have experienced similar problems, and we have all been trying to understand what happened. I cannot say why these restrictions were imposed, but I believe the matter deserves a proper investigation.

I have tried to remain patient and approach this matter calmly, but my frustration is growing. It is unacceptable for a customer to purchase multiple products through a platform, suddenly lose access to the account associated with those purchases, and then be unable to obtain a clear explanation or an effective way to appeal.

For a company of MQL5's size and reputation, there should be a proper process for customers to raise account disputes, request reviews of restrictions, verify purchases, and speak to a human representative when automated support cannot resolve their problems.

I should not have to keep creating new accounts or searching through different sections of the platform simply to get someone to investigate an issue affecting products I have already paid for.

I am therefore requesting the following:

Direct assistance from a human representative who can review my case and communicate with me directly.
A clear explanation of why my original account and associated email address can no longer access the MQL5 community.
A formal account review and appeal process, including information about any alleged violation if one exists.
Assistance recovering access to my purchased Expert Advisors and the account associated with those purchases.
Clear instructions on the next steps required to resolve this matter if any action is needed from my side.

I am prepared to provide proof of purchase, transaction records, screenshots of the error messages, and a screen recording showing what happens when I attempt to log in.

I have been trying to resolve this matter for months, and I cannot continue to receive automated responses or be redirected to options that do not address my actual problem. I need a proper response from someone who can investigate the situation and explain what is happening.

I will continue to pursue this matter through the appropriate channels until I receive a clear explanation and a fair resolution. I am not asking for special treatment. I am asking for transparency, accountability, and access to a proper support and appeal process.

Please escalate this complaint to the appropriate department and arrange for a human representative to review my case as soon as possible.

I look forward to receiving a substantive response and a practical solution.

Kind regards,
A concerned MQL5 customer