When to Use This Message
Send an Investment Service Technical Inquiry when:
- Your trading platform or app is showing errors, crashing, or failing to load your portfolio.
- A trade you placed didn't execute, or executed at the wrong price or time.
- You can't access account statements, tax documents, or transaction history online.
- You need a written record of a technical issue in case it affected your account balance.
Message Writing Tips
- Describe the Exact Error: Note any error message, code, or behavior (frozen screen, failed login, missing data) so support can reproduce the issue.
- Include the Timestamp: State the date and approximate time the issue occurred — critical if it relates to a trade execution or market movement.
- Mention the Device or Platform: Specify whether it happened on the website, mobile app, or desktop platform, and which browser or OS if relevant.
- Note Any Financial Impact: If the glitch caused a missed trade or incorrect balance, say so directly — this often gets routed to a priority queue.
Frequently Asked Questions
What if a failed trade cost me money?
Document the time, intended trade details, and what actually happened, then request a review — many platforms will investigate execution errors.
Should I report this to support or compliance?
Start with general support; they'll escalate to a technical or compliance team if the issue involves money or regulatory concerns.
How long do investment platforms take to respond to technical issues?
Response times vary widely, but issues involving lost trades or money are usually prioritized over general display bugs.