Before opening a ticket, five minutes checking the knowledge base often solves the problem. This guide proposes a small checklist to follow in order: if the issue remains after all steps, contacting support is the right choice.
1. Is it a problem on your end or the platform
Many perceived anomalies are actually expected behaviors. A typical example is the difference between the dashboard and the broker: some divergences are physiological and do not require intervention. The guide Difference between dashboard and broker explains which discrepancies are normal.
2. Is scheduled maintenance underway
Temporary slowdowns may be related to maintenance windows announced in advance. A quick check on the category Updates tells you if you are experiencing a normal technical intervention or a real problem.
3. Has a new version been released
After a major release, small interface behaviors may change. If you have a doubt immediately after an update, first check the release notes in the Software upgrade section: you will often find an explanation for what seems like an unexpected change.
4. Do you already have a dedicated guide
- for connection problems to the broker, start from How to connect the broker;
- for doubts about metrics, start from How to read the dashboard;
- for payment and plan issues, start from the category Services, subscriptions and payments;
- for questions about access and account security, start from the category Account, access and configuration.
5. Have you performed basic checks
If the problem is technical and is not already explained elsewhere, check: page or app update, local connection, cache and cookies, restart of the MetaTrader client. They do not solve everything, but they exclude the most trivial causes and make your eventual request more credible and quicker to handle.
If after five minutes of checking you have not found an answer, open the ticket. The knowledge base is a tool, not an obstacle: support is there precisely for cases that do not find an answer here.
What to bring with you
If you decide to open a request, come to support with what you have already verified: list in one line the guides you have consulted and the basic checks you have performed. The team does not have to retrace the steps you have already excluded, and the processing starts from a more advanced stage.
Why it is important
A disciplined use of the support channel keeps queues short for everyone and improves the quality of service over time. Arbicsx provides software pursuant to D.Lgs. 58/1998 (TUF): support is part of the service but is not an operational channel on the markets and does not guarantee any return.
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