If you’ve challenged a fill or close with ig, I’m trying to build a checklist that does not get ignored. I can pull MT4 or MT5 logs, but I’m not sure what level of detail matters most.
Which evidence actually helped you get a fair review? I’m thinking order IDs with server time, platform Journal and Experts logs, price snapshots or tick data around the event, and maybe a short screen recording.
Step by step, what did you send first, who did you escalate to afterward, and how long did each stage take?
What exact logs and screenshots got traction for your dispute, and what timing or format worked best?
Journal logs and order tickets with server time.
Screen record platform and clock during fills.
Send a clean bundle on day one. Include order tickets with server timestamps, MT4 or MT5 Journal and Experts logs, and a short video if you have it that shows the fill and your system time. Add a price source comparison for the minute of the event, even a basic chart snapshot with time markers is fine. Write a short timeline, one line per event, with exact times. Ask for the trade to be reviewed against execution policy and the liquidity feed at that time. If no result in three business days, escalate using the complaints process and keep the same bundle.
Keep the ask simple. I usually write a three part note. Part one is a one line summary with ticket numbers. Part two is the timeline with times from the platform server. Part three lists attachments. Attach the Journal log, order history export, and a single image showing the candle and your vertical time marker. If you suspect a platform outage, include the Windows Event Viewer network log and your VPS ping log. That combination usually gets a proper review.
I stopped sending long stories.
Short timeline, ticket numbers, and two screenshots did more than a long email.
If they ask for more, then send the full logs.
My wins came from structure rather than volume.
One page timeline with exact server times.
Screenshots of the chart with a time marker.
Journal log and order history export.
I added a short screen capture showing slippage and my system clock. The first response took two days. The adjustment came a week later.
If news was involved, include the event link and the release time in UTC and local time. Note your spread at open and close from the platform. I also attach a second feed snapshot from another broker to show context. Keep it factual and ask for a review against their policy. That tone helped.