DESCRIPTION: below you can find a step-by-step guidance in case you need explanation and investigation on the trades that you executed in Deriv X.
POSSIBLE REASON: You might feel that the trades that you executed in your Deriv X account ended up with an unsatisfactory result. As such, you can always contact our LiveChat to report the cases for further checking by the relevant team.
RESOLUTION STEPS:
- Contact our LiveChat by choosing the correct options in the chat messages (Trading >> Deriv X >> Dispute a trade >> Describe your issue in words >> Provide order ID in digits >> Provide your email address that you used to create your Deriv account)
- In order to get your Deriv X order ID, firstly please login to your Deriv X account
- If you're accessing to your Deriv X account using web terminal, you may find this information in Trading Journal section and filter the time range accordingly.
- If you're accessing to your Deriv X account using mobile app, kindly click on the menu bar and then Trade History and refer to the ID showing the digits.
- Jot down your Order ID when contacting our LiveChat for us to make further investigation
- Once the above information is collected in the LiveChat, our relevant team will provide a detailed explanation on the trades that you disputed within 3 working days via email.
For further check refer to https://community.deriv.com/t/trade-dispute-deriv-x/38038