According to the rules of the "Market" service, the buyer has the right to support from the developer and demand from the developer to fix the critical error found in the product:
III.5. If complaints about the purchased Product arise, the Buyer should contact the Seller first to clarify the issue.
III.6. The Buyer has the right to require correction of a critical error detected in the Product, resulting in the early termination of the Product operation. If the Product does not meet the stated functionality, the Buyer has the right to require the Seller to make appropriate modifications in the Product.
We fulfill these requirements, we are always in touch and glad to help you. We try to promptly solve all the problems that have arisen. But when contacting us for support, buyers often forget about the following point of the rules:
III.7. The Buyer shall provide the Seller all information necessary for reproducing and fixing errors described in paragraph III.5 and III.6. of these Rules. Claims of general type, such as "It does not work", "The program is not working properly," etc., shall not be considered.
You need to understand that in order to solve the problem, the developer needs to: understand what was happening in your terminal at the time of the problem and reproduce this problem on his computer. If you do not provide the necessary data, then the developer will not be able to help you, not because he does not want it, but because it is technically impossible to do it.
If the Trade Panel does not work or does not work correctly, you should provide the developer with the following data:
- Indicate the version of the Trade Panel, as well as the terminal used (mt4 or mt5). Describe the problem in detail, after what actions it occurs. Indicate how many panels are running in the terminal. Attach screenshots or a video demonstrating the problem to the message.
- If indicators are installed on the chart, be sure to perform the test described in "The panel is slow and freezes constantly, what should I do?". If the problem occurs only if an indicator is installed on the chart, then attach this indicator to the message.
- Attach the settings of the Trade Panel to the message, if the terminal uses more than one panel, attach the settings of all panels.
- Attach files of the "Expert" tab to the message.
- Attach files of the "Journal" tab to the message.
- If the problem is related to opening, modifying or closing orders, attach a screenshot of the "Trade" tab and a report of the "Account History" tab to the message. Specify ticket numbers of problem orders.
Pack all data in a ZIP archive and send it by personal message to the developer.
Trade Panel Settings
Go to the panel settings, and click the "Save" button.
Go to the "Panel settings" folder:
- For MT4 - Button "File" in the terminal menu > "Open Data Folder" > MQL4> Files > TradePanel > Presets > Panel settings.
- For MT5 - Button "File" in the terminal menu > "Open Data Folder" > MQL5> Files > TradePanel > Presets > Panel settings.
Find the saved settings file in it, and send this file to the developer.
Expert Tab Files
Go to the "Expert" tab, right-click on it, and select "Open" in the context menu.
In the window that opens, find the files for the required period of time (date in the file name), and send these files to the developer.
Journal Tab Files
Go to the "Journal" tab, right-click on it, and select "Open" in the context menu.
In the window that opens, find the files for the required period of time (date in the file name), and send these files to the developer.
Trade History Tab Report
Go to the "Account History" tab, right-click on it, and select "Save as report" in the context menu.
Send the saved report to the developer.