Important: If you experience any issues while trading, please stop trading immediately and contact the Trader Support Team. If you continue trading after the issue occurs, we may not be able to review or approve exception requests in most cases. Providing accurate Order IDs when reporting issues ensures a thorough and efficient investigation by the Trader Support Team. These IDs allow the team to pinpoint specific transactions and identify discrepancies more effectively.
When experiencing issues with your trading platform, providing the specific Order IDs for each affected trade can significantly speed up the troubleshooting process. By providing this information at the end of your conversation with Windy, you'll help us resolve your issue more efficiently and get you back to trading as quickly as possible. When submitting Order IDs, ensure that you also provide other supporting details such as the affected account numbers, the date and time of the trades, and any observed issues like platform lags or discrepancies. Including screenshots or video recordings can provide additional context for faster resolutions.
TopstepX
Navigate to the account where the trade issues took place by clicking the drop-down of available accounts.
Then, navigate to the Orders Component. You will find the “Orders” tab with the relevant information. Click the square on the right-hand side if you want to expand the area. Please note: it’s important that you provide Order IDs and not Trade IDs.
Take a screenshot of the affected orders by using the PrtSc key (On a Mac, press Shift-Command-5). If you can’t provide a screenshot, please list Order IDs from the Orders tab.
If your order is no longer listed under the Orders tab (this may happen if the issue occurred more than a few days ago), you can export your orders to a CSV and locate them that way. To do this, click the Export button on the bottom right side of the module, and select the day the order was placed. Download the CSV to your computer and locate the order(s) in question from column A. Please note: it’s important to share the specific Order ID and not the entire CSV file.
If your account is closed, you can click the Show Closed Accounts option on your Topstep Dashboard under the Accounts tab to retrieve Order IDs.
