How should support handle tickets about breaches?
Quick answer
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.
Detailed answer
A breach reply template:
- Rule: daily loss limit, 5% of the day's opening value.
- When: time in UTC.
- Figures: opening value, floor, equity at breach.
- Calculation: one sentence on how the limit works.
- Options: reset, retry policy, or how to appeal.
Most breach disputes come from misunderstanding the calculation. Having the data ready shortens replies. PropExecutor records the rule that ended each account and the reason text, so support can see exactly why an account breached without reconstructing it.
Escalate the unusual
Most breach tickets are straightforward. Escalate the ones involving possible price errors, platform issues or very large accounts to whoever handles risk, so a single person reviews anything that might lead to reinstatement and decisions stay consistent.
Close the loop
After a breach ticket is resolved, note the cause in your help desk: unclear rule, price event, or trader error. Monthly, these notes show which rules need clearer wording or better examples on the rules page.
PropExecutor team · Updated
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