Create account

Logs & Diagnostics

Support Guide

How to prepare a strong escalation form

A strong escalation gets reviewed faster because it gives the team the exact context they need: the expected result, the actual result, the affected path, the incident time, and the evidence collected from the app.

Start troubleshooting Troubleshoot issue

What every strong escalation should include

  1. What you expected. Say what should have happened.
  2. What actually happened. Say what the receiver did or did not do.
  3. The affected connection. Include the source and receiver platforms.
  4. The symbol or symbols. Keep it specific.
  5. The exact time and timezone. This helps the reviewer line up the incident window.
  6. What you already tried. Avoid back-and-forth on obvious first steps.

A practical format

Subject: Keep it specific, for example: Trades not copying on MT5 to TradeLocker.
Body: Include expected result, actual result, platforms, symbol, time, timezone, and attachments.

What to attach

  • The in-app support bundle if you used Help.
  • The relevant log export window from Logs.
  • Screenshots only if they add context beyond the logs and escalation details.

Simple example

Receiver should open the same trade as the source, but did nothing. Affected path: MT5 to MatchTrader. Symbol: GOLD. Time: 09:14 EST. Already checked enabled connection and symbol mapping. Attached support bundle and incident log export.