How can we help?

Order No Match: The specified price does not align with the market conditions.
Network Issues: Connectivity problems may delay or block execution.

Solution:

Verify your internet connection and refresh the platform.
Contact DecodeEX customer support at enquiries@decodeex.com for further investigation.

2. Why Can’t Trade on Certain Days?

Trading restrictions may apply during holidays like Christmas or New Year’s Day. DecodeEX typically makes announcements about market closures in advance.

Solution:

Stay updated with DecodeEX’s announcements and notifications regarding trading hours.

3. Why Can’t I Claim Rewards from Events?

This issue may arise due to:

Unmet event requirements (e.g., incomplete tasks).
Technical issues or delays in reward distribution.

Solution:

Double-check event rules and ensure all conditions are met.
Contact DecodeEX support at enquiries@decodeex.com for assistance if rewards are still unavailable.

4. Why Is Copytrading Not Working Properly?

If trades are not being copied accurately, it could be due to:

Insufficient Funds: The follower account does not have enough balance to execute trades.
Technical Delays: Synchronization issues between the master and follower accounts.

Solution:

Ensure your account balance covers the required margin and fees.
Contact DecodeEX support to troubleshoot any technical issues.

DecodeEX is a professional financial trading platform where you can follow top traders through the CopyTrading function. Simultaneously, our partnership with ORION Academy equips you with exceptional market strategies and comprehensive market analysis.
Financial services within the DecodeEX platform are provided by Decode Global Limited.
Decode Global Limited is a Vanuatu-based international business company (Registration Number: CN700415) authorized to conduct financial services business.
Decode Group announced that it also holds: Australian Financial Services License (NO: 246796), Australian Funds and Asset Management License (NO: 320497), Australian Digital Currency Trading License (NO: DCE100581837-001), St. Vincent Cryptocurrency Trading License (NO.25431BC 2019), United States Money Services Business License (NO:31000267367123).
Risk Warning: Any advice included in this website or correspondence is general advice only and is based solely on consideration of the investment or trading merits of the financial products alone, without taking into account the investment objectives, financial situation and particular needs (i.e. financial circumstances) of any individual. Prior to making any investment or trading decision based on the advice provided, it is imperative that the recipient thoroughly evaluates the suitability of such advice in relation to their financial circumstances. Additionally, they should meticulously review the Product Disclosure Statement pertaining to the relevant financial product, as furnished by their investment broker. Investing in over-the-counter derivatives entails substantial risks and may not be appropriate for all investors. You may potentially lose more than your initial capital. When acquiring derivative products, there is no entitlement, right, or obligation associated with the underlying financial asset.
Disclaimer: The content and materials disseminated on this platform serve solely as a means of general circulation and reference, and are not to be construed as, nor relied upon as an offer, invitation, solicitation, recommendation, or counsel for the acquisition, divestment, subscription, or disposal of any financial instruments or investment services. The information provided herein does not account for individual circumstances, financial goals, or specific requirements, and is subject to potential modifications without prior notification. In cases of uncertainty regarding the information presented, it is prudent to seek counsel from a qualified financial advisor or professional consultant. Please be advised that investment endeavours inherently carry risks, and the valuation of investment assets is subject to fluctuations. Past performance should not be considered indicative of future returns, and there is a possibility of incurring a loss of principal investment. It is advised not to base investment decisions solely on the content furnished in this communication.

Customer Acceptance Policy Clause
DecodeEX, as a professional financial trading platform, strictly adheres to global compliance and regulatory standards. Accordingly, DecodeEX and its affiliates do not accept customers from countries that are subject to international financial sanctions or embargoes, such as North Korea, Iran, Syria, and Cuba. Additionally, DecodeEX recognises and complies with the stringent financial regulations of countries such as the United States, the United Kingdom, Singapore, Australia, and member states of the European Union. Customers from these financially regulated jurisdictions are subject to enhanced compliance checks and must fully meet the respective regulatory requirements before accessing DecodeEX services. DecodeEX reserves the right to update this list of restricted or regulated jurisdictions at its sole discretion to align with evolving legal and regulatory frameworks.

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