In most technical cases, the difference between a ticket that is resolved in one round and one that requires three is the quality of the attachments. A readable screenshot and a couple of precise technical data points are worth more than half a page of description.
How to take a useful screenshot
- capture the entire window, not just a crop: context helps to understand what you were looking at;
- ensure that the system time bar is visible, so the timestamp is verifiable;
- highlight with a box only the element you want to draw attention to, without covering the rest;
- hide any unnecessary sensitive data, such as personal amounts not relevant to the case;
- save in PNG or JPG format at original resolution, avoiding heavy re-compression.
What to attach for a dashboard problem
If the problem concerns data shown in the dashboard, attach the screenshot of the involved screen, the timestamp and, if available, the corresponding broker side view for comparison. This allows support to immediately distinguish between physiological discrepancy and real anomaly, following the same logic described in Difference between dashboard and broker.
What to attach for a broker connection problem
For connection or session errors you need: broker name, platform type (for example MetaTrader 4 or 5), precise time of the event, any error message photographed from the screen and, if the VPS is involved, the indication of the time window in which you observed the problem.
What to attach for an administrative problem
For customer care, in addition to the description of the request, the following are useful: account email, active plan, receipt or reference of the disputed transaction, any communications received in copy. Never attach card numbers or CVV in images: support does not need them to perform its checks.
Never include passwords, authentication seeds, full payment data or identity documents in attachments unless expressly requested by support.
Technical files and logs
In some cases the team may ask you for specific files, such as MetaTrader session logs or VPS configuration files. In that case, follow the instructions received in the ticket: attaching unsolicited files rarely helps and can weigh down the queue. If you do not know how to retrieve a file, ask explicitly in the ticket.
Order and nomenclature
Rename attachments in an understandable way: "dashboard-over-hedging-12-11.png" is much more useful than "IMG_2093". Number them if there are more than one, in a consistent order with the text. An orderly ticket is processed sooner and better.
Remember that support uses this data to understand software behavior, not to judge your operations. Arbicsx provides technology pursuant to D.Lgs. 58/1998 (TUF) and does not provide financial advice nor does it guarantee returns.
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