Trader operations and support
Onboarding traders, delivering credentials, KYC, support, bulk account management and the day-to-day running of a prop firm.
How do I onboard a new trader?
After payment, create or assign a trading account for the purchased size, attach it to a trader record, send the login details with a short welcome guide and your rules, and point the trader to support. Fast, accurate delivery is the first impression of your firm.
How do I deliver login credentials to a trader securely?
Send credentials only to the email the trader used to buy, avoid posting them in public channels, keep the password separate from the account number where possible, and rotate the password immediately if it is exposed. A prefilled login link is convenient, but it carries the password and should be treated as a credential.
What should a trader's welcome email include?
Include the login details (Account Number, Password and Server), a link to the terminal and app, the account size and rules with a link to the full rules page, how to read the dashboard, payout terms in brief, support contact and hours, and a reminder not to share credentials.
When should a prop firm run KYC on a trader?
Most firms run KYC before the first payout, not at purchase, because most buyers never reach a payout and checks cost money. Some run it when a trader passes, so payouts are not delayed. High-risk jurisdictions or large accounts may justify earlier checks.
Which documents are needed for trader KYC?
Typically a government photo ID (passport, national ID or driving licence), a selfie or liveness check, and sometimes proof of address such as a recent utility bill or bank statement. Requirements depend on your KYC provider, payment providers and jurisdiction.
How do I handle a trader who has forgotten their password?
Verify the request comes from the account's holder, usually by replying from the email on file, then reset or rotate the password and send the new one to that email. Do not send passwords to a different address or chat account without verification.
How do I move an account from one trader to another?
Unassign the account from the current trader, rotate the password so the previous holder can no longer log in, then assign it to the new trader and send the new credentials. Reassigning alone may leave the old password valid, so rotation is the step that actually cuts off the former holder.
How should support handle tickets about breaches?
Respond quickly, state the exact rule that was broken with the time and figures, show how it is calculated, and explain options such as a reset. Stay factual and consistent. If the trader suspects a platform or price error, investigate before replying definitively.
How do I explain a breach to a trader?
Name the rule, give the time, show the numbers (the limit, the reference value and the equity at breach), and explain the calculation in one sentence with an example. Avoid jargon and keep a neutral tone. Traders accept a breach far more readily when they can check it themselves.
What response time should prop firm support aim for?
Aim to answer within a few hours during your published support hours, and faster for urgent issues such as login problems during market hours or disputed breaches. Publish your hours and response targets, then meet them consistently. Speed of support strongly affects reviews.
Does a prop firm need 24/7 support?
Not necessarily. Many firms cover the main trading sessions, offer weekend email support, and publish their hours. Around-the-clock live support is costly and mainly needed at scale or for crypto, which trades all weekend. Reliable responses within published hours matter more than 24/7 coverage.
How do I manage hundreds of trader accounts efficiently?
Use bulk provisioning instead of creating accounts one by one, standard account types and rule sets instead of individual settings, automatic rule enforcement, trader records that hold all of a person's accounts, an API for repetitive tasks, and filters and search to find accounts quickly.
How do I provision trading accounts in bulk?
Choose an account type and create many accounts at once, unassigned, then assign them to traders as sales arrive. Bulk creation keeps delivery instant and avoids manual setup per sale. Check your platform's per-request limit and how each account is billed.
How do I give a trader who passed a funded account?
Confirm the pass (all objectives met, no violations), run KYC if you require it at this stage, then create or assign a funded-stage account with the funded rules and send new credentials. Keep the evaluation account closed and linked to the same trader for history.
What should a trader see on their account dashboard?
A trader should see balance and equity, progress to the profit target, daily loss and maximum loss headroom in money and percentage, trading days completed, open positions and history, and basic statistics. The figures should match exactly how the rule engine judges the account.
How do traders track how close they are to a rule limit?
Through a dashboard or terminal panel that shows each limit as headroom remaining, updated live as prices move. Showing the numbers continuously prevents surprise breaches and support tickets. The panel must use the same calculation as the rule engine, or it misleads traders.
How do I issue certificates to traders who pass?
Many firms send a branded PDF or image certificate when a trader passes or receives a payout, often shared on social media. Generate it from the pass record with the trader's name, account size and date. It is a marketing tool, so make it easy to share and consistent with your brand.
What should a prop firm's FAQ for traders cover?
Cover how to buy and log in, each rule with examples, how breaches are decided, trading days and reset times, allowed instruments and strategies, how to pass and get funded, payout timing and KYC, refunds, platform and app access, and how to contact support.
How do I run a trading competition?
Run a competition by giving each entrant an identical free or low-cost account with the same rules, a fixed time window, and a ranking by profit or a risk-adjusted measure. Publish the rules and prizes, check winners for prohibited strategies, and use it to attract traders to paid challenges.
How do I offer a free trial account?
Create a trial account type with a small balance and your normal rules or simplified ones, give it to anyone who signs up, and limit it by time or by one per person. Trials let traders try your platform and rules before paying and are a strong conversion tool.