At a glance
First, if you want to understand what happened, a person will go through your trade record with you before you decide anything. See My account failed or was closed: what happened?.
If you want to try again: after a failed 2-Step or 1-Step Challenge, you receive a personal code for 40% off a fresh account at the same size. After a failed Instant account, the personal code is for 30% off. Each code is valid for 24 hours from when we send it. Flash is a single attempt with no reset.
Retry and reset by product
Product | After a failed account |
2-Step | A personal code for 40% off a fresh account at the same size, valid for 24 hours |
1-Step | A personal code for 40% off a fresh account at the same size, valid for 24 hours |
Instant | A personal code for 30% off, valid for 24 hours |
Flash | No reset. A new Flash is a new purchase, starting at the current $0.99 entry |
What a reset gives you on 2-Step and 1-Step: a fresh account at the same size. It does not restore the failed account or its trade history.
The code is personal. It is issued to you.
Resets cannot be bought in advance. There are no paid reset add-ons on any account.
A funded account was closed? Ask us what applies to your account.
A refund is a separate question. See Can I get a refund? and Getting your 2-Step or 1-Step fee back after your fourth payout.
How the code reaches you
The result. The first message you receive tells you what happened on the account.
What caused it. Later, we send you information about what caused the breach. Your personal code comes with that message, not with the first one, and its 24 hours start when that message is sent, not from the moment the account failed.
Your choice. You can use the code within 24 hours, or not use it at all.
Example: A trader's 1-Step Challenge fails on Monday. The first message tells them the result. The follow-up message explains what caused the breach and includes a personal code for 40% off a fresh 1-Step at the same size, valid for 24 hours from when that message is sent.
When to contact us
Message us with your account number, before you retry, if:
you did not receive a code;
your code expired, and you want a person to look at your case;
you think the breach itself was wrong. A person will check your account and the trade record.
Never send your password.
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Next step
If you want to understand what happened first, open the Messenger and choose Talk to a person, or e-mail [email protected] with your account number.