What to Put in the First Message
- Your FPT account email, exactly as registered.
- Your order ID, if a purchase is involved.
- The account size and plan, for example "$50k FPT Scale, monthly".
- What you saw, quoting the literal message or error text.
- What you expected instead.
- Device and browser, plus the date, time and time zone.
Sign-In, Purchase and Payment Problems
No FPT email arrived. Search your whole mailbox including spam, then read the address on your account character by character — a typo at signup is the most common cause. Check filters, forwarding rules and mailbox capacity. Request a message once rather than repeatedly: only the newest link works.
A purchase is not showing. A purchase attaches to the account signed in at checkout, so compare the signed-in address with the one on your confirmation. Sign out, sign back in, hard-refresh, then try a private window. Do not purchase a second time; a pending charge is often an authorisation that never captures. The merchant name on your statement is Funded Prediction Trader.
A payment was declined. A decline is your card issuer's decision; FPT usually cannot see why. Do not retry repeatedly, because several failures can trigger a fraud block. Check the card number, expiry, security code, billing postal code and available funds, plus any international or online-purchase block. Some prepaid and gift cards are refused for recurring charges, and the method must belong to you.
Reporting a Bug
Not faults: "Coming soon" labels before launch, an order blocked for exceeding your available size, a fill that differs from the price you expected, and the final-30-seconds entry restriction.
Otherwise send a screenshot, the exact error text, a timestamp with time zone, and steps to reproduce. If a fault appears to give you an advantage, stop trading it and report it: trading it is prohibited conduct and the profit is not recognised.
What Support Can Do
Explain a rule, investigate an account state, correct an FPT-side error, escalate a review, and pass on a refund request. Billing, bugs, privacy requests and legal notices all go to the same address.
What support cannot do is change your purchased terms — waive a rule, alter a number, override a review outcome or start trading before launch. Your order summary and the versioned rules are what govern your account.
To appeal a decision, reply on the existing thread from the address on the account and say what you believe was misread; a published rule applied correctly is not appealable. Full procedure: Breaches and Rule Reviews.