Markets
Trading
Copy Trading
Copy Trading(new)
Community
Log InRegister Now

How can we help?

Introduction to DecodeFXDecodeFX is it regulated? Is my money safe?Follow us: DecodeFX Social MediaWhat services does DecodeFX provide?
How to set stop-loss and take-profit in MT4/MT5?Why is the transaction price of my order different from what I see?What is a Pip?What Are Leverage and Margin?
What is overnight interest/swap?Are there any deposit or withdrawal fees?What is the minimum deposit and withdrawal amount?
Can I use automated trading EAs with DecodeFX?
What is a stop-out level? What is the percentage?Does DecodeFX offer negative balance protection?How is trading margin calculated?What are your leverage levels?DecodeFX Tradable Products Overview
FAQ
How do I contact customer support?How to appeal/handle transaction problems?
Which countries/regions are not eligible to open an account?DecodeFX Account Types

How to appeal/handle transaction problems?

07/10/2025 06:58:36

If you believe a trade was executed incorrectly, you can file a complaint with DecodeFX by submitting the "Transaction Investigation Request Form."
 
Complaint Process:
  1. Please complete the "Transaction Investigation Request Form" (available for download in English and Chinese).
    English Version
    Chinese Version
  2. Send the form and related materials to support@decodefx.com
  3. The form must include the following information:
  • Trading account number
  • Trading order number
  • Trading log
  • A brief description of the incident
  • Other relevant supporting documents
  1. DecodeFX's customer service and risk management teams will investigate the matter based on its complexity and provide a swift response.
     
 
Special Note: Submissions will not be accepted in the following cases:
  • The trade has been closed with a profit;
  • The disputed position is still in a loss but has not been closed;
  • Trades generated by automated trading programs (EAs).
 
DecodeFX is committed to providing a fair and transparent trading environment for its customers. If you encounter any issues, please follow the above complaint process. We will handle the matter promptly and within legal boundaries to protect your legitimate rights and interests.