Exceptional Cases & Appeals
This page explains what issues can be appealed, how to submit an appeal, and how appeals are reviewed.
Submitting an appeal does not guarantee that the account result will be changed. All appeals are reviewed based on system records, account status, and the applicable platform rules.
TIP
First determine whether the issue is:：
- A system or account status issue.
- A confirmed rule violation.
What Can Be Appealed?
You may submit an appeal for the following situations:
- An incorrect or abnormal account status
- Trading records that do not match your actual trading activity
- Incorrect information displayed on the platform
- Payment status issues
- Questions regarding the review result
- Reward application status issues
- Account restrictions that require further clarification
What Cannot Be Appealed?
The following situations are not eligible for appeal：
- A confirmed breach of the Maximum Daily Loss limit
- A confirmed breach of the Maximum Account Loss limit
- Exceeding the Maximum Trading Period
- Confirmed prohibited trading activities
- Losses caused by normal market movements
- Losses resulting from your own trading decisions
- Misunderstandings caused by not reading the challenge rules
How to Submit an Appeal
Submit your appeal through the platform's online Customer Support.
Please prepare the following information：
- A description of the issue
- Relevant order ID
- Related trading records
- Screenshots or other supporting evidence
- Time of occurrence
- A description of the issue or suspected cause
Providing complete information will help the platform review your case more efficiently.
Review Timeline
After an appeal is submitted, the platform will complete an initial review within a few minutes to several hours.
If additional information is required or the case requires further investigation, you will be notified of the review progress.
The final result is subject to the platform's review.
Possible Appeal Outcomes
An appeal may result in one or more of the following outcomes:
- The original decision is upheld
- The account status is updated
- Additional information is requested
- The relevant records are reviewed again
- Other actions are taken in accordance with the platform rules