Appeals & Review Process

Supertrade provides an appeals process if you believe a breach or violation was flagged incorrectly. This ensures fair treatment in cases of technical errors, outages, or disputes.

When You Can Appeal

You may request a review if:

• A breach was triggered due to technical errors (e.g., data outage, platform disconnect).

• You believe the system flagged a false breach not aligned with actual equity/drawdown levels.

• There are extraordinary market conditions (e.g., feed errors, duplicate ticks).

How to File an Appeal

1

Gather evidence

Collect everything related to the breach: account ID, funding model (Challenge / Instant Funding), date & time, screenshots of equity/drawdown, trade IDs, platform logs, and a short description of what happened (e.g., outage, feed error).

2

Submit your appeal

Go to our Help Center. Create a new ticket with the subject line “Breach Appeal – [Account ID]”, attach your evidence, and include a short explanation of why you believe the breach was incorrect.

3

Provide required details

In the ticket, include:

• Account ID and plan type

• Exact breach timestamp (with timezone)

• Brief explanation of why it’s incorrect

• Screenshots/logs (equity curve, orders, connection status)

4

Risk Team review

Support forwards your case to the Risk Team for manual verification (equity, drawdown calculations, execution data, platform status).

5

Outcome & next steps

You’ll receive the decision by email/in-app:

• Approved: account may be reinstated or reset (case-dependent).

• Declined: breach stands; the account remains paused/closed.

Tip: File the appeal as soon as possible after the incident and keep all evidence attached in one ticket to speed up review.

Warning: Drawdown limit breaches are typically treated as hard breaches; if confirmed, they are not reversible.