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Logs & Diagnostics

Support Guide

How to write a good support ticket

A good ticket gets solved faster because it gives support the exact context they need: the expected result, the actual result, the affected path, the incident time, and the evidence collected from the app.

Open Get Help Open support portal

What every good ticket should include

  1. What you expected. Say what should have happened.
  2. What actually happened. Say what the receiver did or did not do.
  3. The affected connection. Include the source and receiver platforms.
  4. The symbol or symbols. Keep it specific.
  5. The exact time and timezone. This helps support line up the incident window.
  6. What you already tried. Avoid back-and-forth on obvious first steps.

A practical format

Subject: Keep it specific, for example: Trades not copying on MT5 to TradeLocker.
Body: Include expected result, actual result, platforms, symbol, time, timezone, and attachments.

What to attach

  • The in-app support bundle if you used Get Help.
  • The relevant log export window from Logs.
  • Screenshots only if they add context beyond the logs and ticket text.

Simple example

Receiver should open the same trade as the source, but did nothing. Affected path: MT5 to MatchTrader. Symbol: GOLD. Time: 09:14 EST. Already checked enabled connection and symbol mapping. Attached support bundle and incident log export.