# Contact support

> Open a ticket, write to us on Telegram or by email, and include the details that let us solve your problem on the first reply.

Canonical page: https://buildpropfirm.com/help/contact-support  
Topic: Getting help  
Last updated: 2026-11-08

## 1. Support tickets

Signed in, open **My tickets**, enter a subject and describe your issue, then click **Submit ticket**. You get an email and a notification when we reply, and you can answer in the same conversation. A ticket's status shows whose turn it is: **Awaiting support** or **Awaiting your reply**.

Questions about an order are fastest from the order page: its form fills in the order number for you.

## 2. Telegram and email

- **Ticket:** from your account — the whole conversation stays with your site.
- **Email:** the support address below — best for billing and account documents.
- **Contact form:** on the [Contact](https://buildpropfirm.com/contact) page, also without an account.

We typically reply within a few hours on business days.

## 3. What to include

- **Billing:** your order number (MG-…) and, for crypto payments, the transaction hash, coin and network.
- **API problems:** the endpoint, the time (with time zone), the error `code` and the request ID, and the key prefix (the part after `gw_` up to the next underscore).
- **MetaTrader accounts:** the login, server and platform.

> Never send your full API key, your account password or a trader's MetaTrader password. Our team will never ask for them.

## 4. Check these first

Many answers are already here: the [FAQ](https://buildpropfirm.com/faq), [payment problems](https://buildpropfirm.com/help/payment-problems) and [invoices and receipts](https://buildpropfirm.com/help/invoices-and-receipts).

## Related guides

- [Payment problems: wrong amount, wrong network, not confirmed](https://buildpropfirm.com/help/payment-problems): What to do when a crypto payment was too small, too large, split, sent on another network or isn't confirmed.
- [Orders, invoices and receipts](https://buildpropfirm.com/help/invoices-and-receipts): Where to find your orders, downloadable receipts for your accounting and your API billing periods.