Issue Review and Appeals
You may request an investigation if you encounter:
- An order status that appears incorrect despite no execution;
- Duplicate executions;
- An unexpected execution side or quantity;
- Missing or incorrectly displayed executions;
- A take-profit or stop-loss instruction that did not trigger as expected;
- Inconsistent order, execution, and position records;
- Quotes that stop updating for an extended time or appear clearly wrong;
- Incorrect equity or loss-threshold displays, or an inability to place or close an order; or
- Records that remain inconsistent after maintenance or an outage.
TIP
An unfilled order is not automatically an error. A limit order may not reach its price; a conditional order may not trigger; and even after triggering, account or trading-pair restrictions may prevent execution. A fill price may also differ from the displayed order-entry price because the market moved or slippage occurred. Check Orders, Execution, and Fees before submitting a case.
If quotes or the system appear abnormal, avoid increasing exposure or repeatedly submitting orders. Save the account ID, event time, affected orders, and screenshots. Once service resumes, check order, execution, position, and equity records. A delayed or missing alert does not change the actual loss-limit trigger. If the underlying records or calculations were wrong, the review result determines the correction.
WARNING
If an execution issue affected realized P&L, unrealized P&L, or a loss-limit trigger, state that explicitly. Correcting an order record alone does not necessarily reverse an account status change. See Maximum Daily Loss and Maximum Account Loss and Account Termination Rules.
How to Request a Review
If you believe a loss limit, order or account record, violation decision, payout, or identity check was based on incorrect facts, data, or application of a rule, you may request a review. A restriction correctly triggered under the rules is not waived merely because an appeal was submitted.
First review the account page's order, execution, position, P&L, fee, balance, equity, payout, and rule-event records. Submitting an order is not the same as executing it. Describe separately what was submitted, what executed, and what the page displayed.
Use BitFrog's official support channel or the entry point on the account page. Include the account ID, event time, affected orders or payout requests, the expected and actual outcomes, why you believe the decision is wrong, and screenshots or recordings.
| Issue | Most useful records |
|---|---|
| Orders, executions, or quotes | Order ID, trading pair, execution record, time, and screenshot |
| Loss limits or account status | Account ID, positions, P&L, fees, and status-change records |
| Payout or payment | Payout request ID, amount, status, and receiving details |
After checking the records, BitFrog may uphold the original decision, correct records or account status, restore permissions, request more information, or reject the request. Check the platform's notice and account page for the outcome.
WARNING
Submit information only through an official BitFrog channel. Never provide a password, verification code, or private key. The account or payout may remain frozen or under review while the case is processed. Watch for requests for more information; do not submit the same case repeatedly.