Trade not going through
A signal fired but nothing happened. Your broker connection stopped working. Credentials changed and you need to verify.
Email — Execution Issue →Support
Get help fast when something isn't working.
Support is organized around what matters most: trades not going through, account access, broker connections, and subscription setup.
Start here — most answers are already written
Before you email us, check the guides below. 90% of questions are already answered there.
Email support
We reply 7 days a week, typically within a few hours. Send to support@firmgated.com with the right subject line so your ticket gets to the right person faster.
Account & access
Can't log in. Password reset isn't working. Something looks wrong with your account.
Email — Account Access →Plans & billing
Questions about what's included in your plan, charges, or cancellations.
Email — Billing →Everything else
Feature requests, feedback, partnerships, or anything that doesn't fit above.
Email — General →What to include in your email
The more detail you give us up front, the faster we can fix it. Include all of this if you can:
- Your account email address
- Which broker or prop firm account is involved
- The name of your strategy or subscription
- The date and approximate time the problem happened
- Whether it was on a practice account or a real/funded account
- Any signal ID, trade ID, or the exact alert message your chart sent