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Complaints, Disputes & Support

Written by Kamille Manzanilla

  • How can I contact customer support?

  • What are your customer support hours?

  • How can I make a complaint or file a dispute with you?

  • How can I request a trade investigation?

  • What should I do if I forget my TabTrade account password or cannot log into the website?

  • How can I access and manage my Demo Contest account login details and password?

  • How to resolve MT5 login issues?

  • How to Update or Correct Your Name and Address

  • How to Troubleshoot Common MT5 Errors

How can I contact customer support?

We have multiple ways you can contact us, such as live chat, email, and phone. The best channel to use depends on your query:

  • Live Chat: Generally the fastest option for general inquiries or quick questions about your account, such as the status of a deposit or withdrawal. Our live chat is available 24/7 to answer those questions, and you can find it in the bottom right corner of all our websites.

  • Email: If you have a more complicated query, such as a trading issue you want us to investigate or more extensive account-related changes, the best way to discuss this with us is via email at [email protected]. This lets us track the issue over a longer period if needed, and we can also use the fact that you are contacting us from your primary email address to verify your identity.

  • Phone Support: Available, however, this may operate on limited hours sometimes. Please see our Contact Us page for the hours of operation.

What are your customer support hours?

Our customer support team is available 24/7 for live chat and emails. Phone hours may vary—please see our Contact Us page for the hours of operation.

  • Support Phone Number: +1 838 368 3303

How can I make a complaint or file a dispute with you?

We maintain a formal Complaints Policy on our legal documents page. This is the best place to find our current complaint and dispute resolution process. It provides a detailed guide for you to follow, including timelines for resolution and next steps. We will keep this document updated if we make changes to how we handle complaints.

How can I request a trade investigation?

Trade investigations are best handled by email to [email protected], as investigations might take some time to complete. We don’t complete trade investigations over live chat for this reason.

When you email us, please make sure to include the following information:

  • The affected account/s

  • What you believe went wrong or needs checking

  • Any trade ticket number, instrument, and time of the issue

  • Supporting information, such as screenshots, logs, or other media

  • The outcome you are seeking

Once received, we will let you know we are looking into it and get back to you as soon as we can.

What should I do if I forget my TabTrade account password or cannot log into the website?

The quickest way to reset your password is to use the “Forgot password?” option on the login page when accessing the Secure Account Portal. This will send a password reset link to your registered email address and guide you through the password reset process.

For MT5 accounts, ensure you are using the correct server (TabTrade-Live) and verify your credentials through the WebTrader in the Secure Account Portal.

Note: If login issues persist, contact TabTrade support for further assistance and provide details such as your account number and any error messages encountered.

How can I access and manage my Demo Contest account login details and password?

Managing your Demo Contest account login details and password is essential for participating in contests on TabTrade. Below is a comprehensive guide to help you locate your credentials and manage your password securely.

Locating Login Credentials There are two primary ways to find your Demo Contest account login details:

  1. Welcome Email: After registering for the contest, you will receive a welcome email containing your login ID. Look for a subject line similar to "Welcome to the [Contest Name]." Note that the password is not included in the email for security reasons. (Tip: If you cannot locate the email, check your spam or junk folder.)

  2. Demo Contest Leaderboard Page: Log in to your TabTrade portal and navigate to the Demo Contest Leaderboard page. Your account number will be displayed on the banner at the top of the leaderboard.

Managing and Changing Passwords For security reasons, your password is not displayed after registration. If you need to change or reset your password, follow these steps:

  1. Log in to your TabTrade portal.

  2. Navigate to the "Promotions" section and select "Demo Contest."

  3. Use the password change option to set a new password. Alternatively, you can use the "Change Password" button on the Demo Contest Leaderboard page to update your password.

How to resolve MT5 login issues?

If you've forgotten your MT5 trading account password, you can easily set a new one through the Secure Account Portal.

Steps to Change Your Trading Account Password:

  1. Log in to the Secure Account Portal using your TabTrade account credentials.

  2. From the menu on the left-hand side, click Trading Accounts.

  3. Locate the trading account for which you would like to reset the password.(The settings icon is located in the top-right corner of the account card.)

  4. Click the Settings (gear) icon on the account.

  5. Select Change Password.

  6. Enter and confirm your new password, then save your changes.

Logging In to MT5 Once your password has been updated:

  1. Open your Secure Account Portal.

  2. From the menu on the left-hand side, click Trading Platforms.

  3. Choose how you would like to access MT5 (WebTrader in your browser or the MT5 desktop/mobile app).

  4. Enter your trading account login ID.

  5. Enter your new password.

  6. Enter the server details:

    • Mobile: Search for and select TabTrade-Live.

    • Desktop: Enter mt5-1.tabtrade.com:443 as the server.

  7. Click Connect to account to access your trading account.

(If login issues persist, contact TabTrade support with your account number and any error messages.)

Tips for a Secure Password

  • Use a combination of uppercase and lowercase letters, numbers, and special characters.

  • Avoid using easily guessable information like birthdays or common words.

  • Regularly update your password to enhance security.

How to Troubleshoot Common MT5 Errors

When using the MT5 platform with your TabTrade account, you may encounter errors such as "Authorization failed" or "Unsupported filling mode." Below are explanations and solutions for these common issues:

"Authorization Failed" Error

This error typically indicates an issue with your login credentials or server selection. To resolve it:

  1. Verify Your Credentials:

    • Ensure you are using the correct MT5 login ID and password associated with your TabTrade account.

    • If you are unsure of your password, reset it through the TabTrade account portal and try logging in again.

  2. Check the Server:

    • Confirm that you are selecting the correct server for your account, such as "TabTrade-Live." By ensuring your credentials and server settings are accurate, you should be able to log in successfully.

"Unsupported Filling Mode" Error

This error occurs when an Expert Advisor (EA) or script sends an order with a filling policy not supported by the broker’s server. For example, the EA may use policies like Immediate-or-Cancel (IOC) or Return, while the server requires Fill-or-Kill (FOK) for market orders.

Steps to Resolve:

  1. Adjust EA Settings:

    • Open the inputs or settings of your EA.

    • Locate parameters such as Execution Mode, Filling Mode, or Type of Filling.

    • Change the filling policy to "Fill or Kill (FOK)."

  2. Edit the Code (if applicable):

    • If you are editing the EA code, set the filling mode to ORDER_FILLING_FOK. After making these adjustments, the EA should be able to place and close orders without encountering this error.

How to Update or Correct Your Name and Address

Whether you spotted a small typo in your name or recently moved to a new home, keeping your personal details accurate is essential for smooth trading, quick withdrawals, and account security.

Because TabTrade is a regulated financial platform, personal details like your legal name and residential address cannot be edited directly from your account dashboard once submitted. However, updating them is quick and straightforward based on where you are in your onboarding journey.

1. Updating Details During Registration

If you are still filling out your initial application forms and have not yet submitted your identity documents for verification:

  • You can edit your details directly on your screen.

  • Simply click back to the Personal Details or Address step in your onboarding screen.

  • Correct the spelling of your name or update your address details before proceeding to the document upload step.

2. Updates While Verification Is Pending

If you have already uploaded your identity documents and your application is currently under review:

  • Your profile editing will be temporarily locked on your screen while our system verifies your documents.

  • Do not worry if you notice a typo at this stage—our verification team cross-checks your form entries directly against your uploaded government ID and proof of address.

  • If you need to make an immediate correction while your review is active, simply open a chat with us, share the correct spelling or address, and our team will update it for you to match your documents.

3. Updating Details on a Verified Account

If your account is already fully verified and approved, key profile details are locked to protect your account security and ensure compliance with regulatory standards. To correct a misspelled name, update your legal name, or register a new residential address:

  • Start a Chat: Open the chat widget in your portal or app.

  • Tell Us What Needs Changing: Let us know the exact update required (e.g., fixing a typo in your surname or updating your home address).

  • Provide Supporting Documents (If Required):

    • For Name Changes/Corrections: We may ask for a copy of your government-issued ID (Passport, Driver’s License, or National ID card) or legal name change documentation.

    • For Address Updates: We may ask for a recent proof of address document (such as a utility bill or bank statement issued within the last 3 months) showing your new address.

Once you provide the updated details to our team, we will process the change for you so you can get back to trading without disruption.

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