---
title: "Open a support ticket when you are stuck"
url: "https://smpfund.com/help/tickets"
language: "en"
---

# Open a support ticket when you are stuck

Tickets are for YOUR account (login, delay, KYC files). Rule questions are often already in FAQ and Trading Rules. Include challenge id, login, server, and a crop of the error text — not a photo of the whole room.

4 min read

## Step 1: Create the ticket with facts, not only “it doesn’t work”

Sign in and open [Tickets](https://smpfund.com/account/tickets). New ticket → pick a topic. Paste: challenge id from [My challenges](https://smpfund.com/account/challenges), login and server from [Credentials](https://smpfund.com/account/credentials) if it is a connection issue, and the exact MT5 error line (screenshot cropped to that text).

If you cannot sign in at all, use [Contact](https://smpfund.com/contact) or [order support](https://smpfund.com/support-order) for payment problems, and mention the email on the order.

Read [FAQ](https://smpfund.com/faq) and [Trading Rules](https://smpfund.com/trading-rules) first when the question is “what is daily loss?” — that is faster than waiting for a reply.

Closed tickets stay closed. Open a new one if the problem continues.

![Annotated screen: Create the ticket with facts, not only “it doesn’t work”](https://smpfund.com/help/screenshots/tickets.webp)

- New ticket

## Open these pages

- [My tickets](https://smpfund.com/account/tickets)
- [Contact](https://smpfund.com/contact)
- [Order support](https://smpfund.com/support-order)
- [FAQ](https://smpfund.com/faq)

## Related guides

- [Where the real rules live (and what this help center is)](https://smpfund.com/help/rules-and-faq): Trading Rules is the full contract. FAQ is short answers. This help center is the how-to for buttons and MetaTrader. If they ever disagree, the contract pages win.
- [Log in to MetaTrader 5 (first time ever)](https://smpfund.com/help/connect-mt5): Website Sign in and MetaTrader login are two different doors. After we issue the account, copy three fields from Credentials, install official MT5, then File → Login to Trade Account and search the exact server name.
- [Sign in to the website (not MetaTrader)](https://smpfund.com/help/sign-in): The Sign in page is only for this website. MetaTrader has a separate login, password, and server that appear later under Credentials. Mixing the two is the most common beginner mistake.