Crashes and Lost and Unusable Platform Templates

• 12/09/2019 at 4:30 PM #114503
  Sebast

  Hello,

  As a direct IG client, all the support requests you send via the ProRealTime platform are received by IG, and IG is responsible for replying to them.

  IG sometimes transmits requests to IT-Finance (for ex. when an analysis of the logs of the platform is required), but in such a case, IT-Finance replies to IG, which will in turn reply to you.

  You should also know that IG prioritizes requests depending on the number of trades you make every month, and the number of requests you might have addressed to them in the past.

  For this issue, in order for our colleagues at IT-Finance to make an exception, you can either send us the report ID of your issue (which IG should be able to give you) or send us your IG account number to support@prorealtime.com. In your email, please also add a link to this topic on ProRealCode so we can “link” the 2 messages.

  Best Regards,

  Sébastien from ProRealTime.

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  Sebast

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