Monitoring & Support

Real Humans. Real Expertise. Real Solutions

Trading is hard enough without dealing with unresponsive support or platform issues. At Snyper Trades, you get 24/5 access to platform-savvy agents who actually understand trading. No scripts, no runarounds, no transfers to someone who “might” know the answer—just practical help when you need it most.

Why Our Support is Different:

We’re Traders Supporting Traders Our support team isn’t reading from scripts—they trade themselves. They understand margin calls, slippage, order execution, and the pressure of live markets. When you have a problem, you’re talking to someone who gets it.

Response Time That Matters Average response time under 2 minutes on live chat. When you’re in a trade and need help, seconds count. We don’t make you wait.

Available When Markets Are Open 24/5 support covering all major trading sessions—Asian, European, and North American. If markets are open, we’re here.

Multi-Channel Access Reach us however you prefer: live chat, phone, email, or support ticket. Same quality service across all channels.

Our Support Services:

01 – Live Chat Support

Instant Answers. Zero Wait Time.

Available: 24/5 (Sunday 5pm – Friday 5pm EST)
Average Response: Under 2 minutes
Best For: Urgent issues, quick questions, platform help

Click the chat icon on any page and connect instantly with a live agent. No AI chatbots, no automated responses—real people solving real problems.

What We Help With:

• Platform technical issues
• Order execution questions
• Account access problems
• Trading error messages
• Payment processing inquiries
• Feature explanations
• Strategy clarifications

02 – Email Support

Detailed Responses Within Hours

Email: support@snypertrades.com

Response Time: Within 4 hours (business hours)

Best For: Non-urgent inquiries, detailed questions, documentation requests

Send detailed inquiries and receive comprehensive responses with screenshots, guides, and step-by-step instructions.

Ideal For:

• Account statement requests
• Historical trade inquiries
• Platform feature tutorials
• Fee clarifications
• General trading questions
• Educational resources

03 – Support Ticket System

Track Every Interaction

Portal: Account Dashboard → Support Tickets

Response Time: Within 8 hours

Best For: Issues requiring technical investigation, escalations

Submit detailed tickets with attachments, screenshots, and trade references. Track progress and receive updates as your issue is resolved.

Ticket Categories:

• Technical Issues
• Account & Billing
• Trading & Execution
• Deposits & Withdrawals
• Platform & Tools
• Educational Resources

Trade Monitoring Services:

Real-Time Trade Monitoring

We Watch Your Account Activity 24/5

Our trading desk monitors all client activity for unusual patterns, technical errors, and potential issues before they become problems.

What We Monitor:

Margin Levels We track your margin usage and send alerts when you’re approaching margin call levels. Proactive warnings give you time to adjust positions or add funds.

Order Execution Quality We monitor every trade for requotes, slippage, and execution delays. If we spot systematic issues, we investigate immediately.

Platform Connectivity Real-time monitoring of platform uptime and connection stability. If there’s a server issue, we’re already working on it before you notice.

Suspicious Activity We watch for unauthorized access attempts, unusual trading patterns, and potential security breaches to protect your account.

Automated Alerts & Notifications

Stay Informed Without Watching Charts 24/7

Set up custom alerts and receive notifications via email, SMS, or push notifications when important events occur.

Price Alerts Get notified when instruments hit your target prices. Never miss an entry or exit opportunity.

Margin Alerts Receive warnings when margin usage exceeds 70%, 80%, or 90%. Prevent margin calls before they happen.

Trade Confirmations Instant notifications when orders are executed, modified, or closed. Always know your position status.

Economic Event Alerts Reminders before high-impact news releases that could affect your positions.

Account Activity Alerts Notifications for deposits, withdrawals, login attempts, and password changes. Security monitoring built-in.

Account Health Dashboard

Real-Time Overview of Your Trading Performance

Access comprehensive analytics tracking your trading health, risk exposure, and performance metrics.

Key Metrics Displayed:

• Current equity and balance
• Open positions and P&L
• Margin usage percentage
• Daily/weekly/monthly performance
• Win rate and average trade
• Risk exposure by asset class
• Commission costs tracking
• Largest winning/losing trades
•  

Visual Analytics:

• Equity curve charts
• Profit/loss graphs
• Asset allocation pie charts
• Trading frequency calendars
• Performance by time of day
•  

Support for Different Account Types:

Standard & ECN Account Support

Email & Chat Support

• 24/5 availability
• Average response under 2 minutes (chat)
• Within 4 hours (email)
• Access to knowledge base and tutorials

Professional Account Support

Priority Support Queue

• Faster response times
• Direct access to senior agents
• Shared account manager for complex issues
• Quarterly account review calls

VIP Account Support

Dedicated Account Manager

• Personal cell phone number
• Same-day response guarantee
• Proactive account monitoring
• White-glove problem resolution
• Direct escalation to trading desk

Technical Support:

Platform Technical Issues

Installation Problems Can’t install MT4/MT5? We’ll walk you through step-by-step or remotely assist via screen sharing.

Connection Issues Login errors, disconnections, or slow performance? We diagnose and resolve connectivity problems quickly.

Expert Advisor Support EA not executing? We help troubleshoot code errors, parameter settings, and runtime issues.

Custom Indicator Installation Need help installing custom indicators? We guide you through file placement and compilation.

Platform Optimization Slow performance? We optimize settings, clear cache, and configure for maximum speed.

Trading & Execution Support

Order Execution Inquiries Questions about fills, slippage, or requotes? We review your trades and explain exactly what happened.

Margin Call Assistance Received a margin call? We help you understand why and how to prevent it in the future.

Pending Order Issues Orders not triggering as expected? We investigate order parameters and market conditions.

Stop Loss / Take Profit Problems SL/TP not executing? We review server logs and determine if it’s user error or technical issue.

Account & Billing Support

Deposit Issues Funds not showing? We track your deposit and credit your account or resolve payment processor issues.

Withdrawal Processing Need faster withdrawal? We expedite processing and update you on status in real-time.

Fee Clarifications Confused about commissions or swaps? We provide detailed breakdowns of all charges.

Statement Requests Need trading history for taxes? We generate custom reports covering any date range.

Educational Support:

Platform Training

One-on-One Training Sessions Schedule personalized training with a platform specialist. Learn advanced features, shortcuts, and optimization techniques.

Topics Covered:

• Platform navigation and customization
• Advanced charting and indicators
• Order types and execution methods
• Risk management tool usage
• Expert Advisor setup and testing
• Multi-timeframe analysis techniques

Group Webinars Weekly live training sessions covering platform features, trading strategies, and market analysis.

Trading Strategy Consultation

Not Financial Advice—But We Can Help You Learn

While we can’t tell you what to trade, we can help you understand:

• How to use platform tools effectively
• Risk management best practices
• Order type selection for different strategies
• Backtesting and optimization methods
• Common technical analysis approaches

Knowledge Base & Resources

Self-Service Support Library

Access hundreds of articles, video tutorials, and guides covering every aspect of trading with Snyper Trades.

Categories:

• Getting Started Guides
• Platform Tutorials (MT4/MT5/Mobile)
• Account Management
• Deposits & Withdrawals
• Trading Concepts & Education
• Risk Management
• Technical Analysis Basics
• FAQ Database

Dispute Resolution:

Trade Dispute Process

If you believe there was an error in trade execution, we investigate thoroughly and fairly.

Step 1: Report the Issue Contact support within 48 hours of the trade with details: order number, time, price, and your concern.

Step 2: Investigation Our trading desk reviews server logs, market conditions, and execution records.

Step 3: Resolution We provide detailed findings and, if an error occurred on our end, we make appropriate adjustments to your account.

Step 4: Escalation Unsatisfied with the resolution? Escalate to our compliance team for independent review.

We’re Fair and Transparent:

• Full server logs reviewed
• Market conditions analyzed
• Independent verification
• Written explanations provided
• Account adjustments when warranted

Proactive Support Features:

System Status Updates

Real-Time Platform Status Check platform uptime, server status, and known issues at any time.

Status Page: status.snypertrades.com

What We Report:

• Platform availability (MT4/MT5/WebTrader)
• Order execution status
• Payment processor status
• Known issues and resolutions
• Scheduled maintenance windows

Maintenance Notifications

We Keep You Informed

Scheduled maintenance is announced 48 hours in advance via:

• Email notifications
• Platform popup alerts
• Website banner announcements
• SMS alerts (for VIP accounts)
•  

Typical Maintenance:

• Sundays 12am-2am EST (minimal impact)
• Order execution never interrupted
• Open positions always protected

Security Monitoring

We Protect Your Account 24/7

Suspicious Login Detection Unusual login locations or devices trigger verification emails. We block access until you confirm.

Trading Pattern Analysis Abnormal trading activity is flagged for review. Prevents unauthorized access and potential fraud.

Two-Factor Authentication Optional 2FA adds extra security. Highly recommended for larger accounts.

Support Response Time Guarantees:

Emergency Support:

Critical Issue Hotline

For True Emergencies Only

If you have an urgent issue affecting active trades:

• Platform crashes with open positions
• Cannot close losing positions
• Margin call despite sufficient funds
• Unauthorized account access
•  

Emergency Hotline: [24/7 Emergency Number]

Please use regular support channels for non-emergency issues

Support Quality Standards:

We Measure What Matters:

• First response time
• Issue resolution time
• Customer satisfaction scores
• First-contact resolution rate
• Support ticket reopens

Our Commitments:

✓ No automated responses masquerading as human agents
✓ No outsourcing to third-party call centers
✓ No making you repeat information to multiple agents
✓ No “I’ll have to check and get back to you” unless truly necessary
✓ No closing tickets without confirming resolution

Multi-Language Support:

We offer support in multiple languages:

• English
• Spanish
• French
• German
• Arabic
• Chinese (Mandarin)
• Portuguese
• Russian

Language availability may vary by support channel and time

What Our Traders Say:

“I had a platform issue during the London open. Live chat agent solved it in under 3 minutes. No other broker comes close to this response time.”
— Marcus T., Day Trader

“My deposit didn’t show up and I was panicking. Support tracked it down, identified the delay with the payment processor, and manually credited my account within 30 minutes. Impressed.”
— Sarah K., Swing Trader

“The support team actually knows what they’re talking about. Asked about EA optimization and got a detailed explanation with specific parameter recommendations. These aren’t script-reading call center agents.”
— David L., Algo Trader

 

Contact Support Now:

Live Chat
Click the chat icon (bottom right) for instant help

Phone Support
📞 [Main Number]
📞 [International Number]

Email Support
📧 support@snypertrades.com

Support Tickets
Login to your account → Support → New Ticket

Emergency Hotline
📞 [24/7 Emergency Number] (Critical issues only)

Frequently Asked Questions:

Is support really 24/5? Yes, we’re available from Sunday 5pm EST through Friday 5pm EST, covering all major trading sessions.

Do you offer support in my language? We support English, Spanish, French, German, Arabic, Chinese, Portuguese, and Russian. Select your language preference in account settings.

How quickly will I get a response? Live chat averages under 2 minutes. Email within 4 hours. Phone support immediate during business hours.

Can you help me with trading strategies? We can teach you how to use platform tools and explain technical concepts, but we cannot provide specific trade recommendations or financial advice.

What if I’m not satisfied with the support? Request escalation to a supervisor or senior agent. For serious complaints, contact our compliance team directly.

Do VIP accounts get better support? Yes, VIP accounts receive dedicated account managers, same-day response guarantees, and direct access to senior staff.

Need Help Right Now?

Our team is standing by to assist you.

[Start Live Chat] [Call Us] [Submit Ticket] [Browse Help Center]

Risk Notice

While we provide comprehensive support for platform and account issues, we cannot provide trading advice or guarantee trading results. Support services are designed to help you use our platform effectively, not to influence your trading decisions.