Technical support is the specialized channel for everything concerning the functioning of the platform, connections to broker, data displayed in the dashboard, and software infrastructure. It is the team that intervenes when something does not respond as it should from an operational point of view.
When it is the correct channel
Contact technical support when you observe one of these scenarios:
- metrics in the dashboard that do not update or that show clearly inconsistent values;
- connection errors between the platform and the broker, such as MetaTrader sessions dropping;
- problems with the managed VPS, unexpected restarts, abnormal latencies;
- malfunctions of the reserved area: login, document downloads, notifications;
- abnormal behavior after a newly released update.
What to prepare before writing
The technical team works faster when the report already contains essential information. Before opening the ticket, collect at least: the date and time of the problem, the broker or service involved, the expected and observed behavior, and clear screenshots. A structured list of what to attach is available in What screenshots or data to attach.
Basic checks for you to do
Before reporting an incident, three quick checks are useful: refresh the page or restart the app, check your local internet connection, and check if scheduled maintenance is underway through the Updates category. Often the problem is isolated and resolves itself after a few minutes.
Technical support does not comment on operational choices regarding capital, does not suggest when to enter or exit a trade, and does not discuss broker strategies. Its scope is technology.
Distinguishing between a bug and expected behavior
Not everything that seems like an error is a bug: some differences between the dashboard and the broker are physiological because they arise from synchronization times or how certain metrics are calculated. The guide Difference between dashboard and broker explains which discrepancies are normal and which are not. If after reading it the situation remains abnormal, technical support is the correct channel.
How requests are managed
Reports are classified by priority based on impact: a problem that completely blocks operations has a higher priority than a visual glitch on a screen. For this reason as well, it is useful to describe the real impact with clear words, without exaggerating or minimizing. For concrete expectations on timing, consult Average response times.
Remember that technical support offers assistance on technology. Decisions regarding your capital remain yours: Arbicsx exclusively provides software pursuant to D.Lgs. 58/1998 (TUF) and no returns are guaranteed.
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