Contact Traders Proxy support, Axel resolves issues on the spot
The short answer
Traders Proxy support runs on this page and inside your dashboard. Axel is our autonomous technical specialist who resolves routing, firewall settings, server IPs, and setup checks on the spot. You never wait on email tickets or tier-1 script readers for account changes, city switching, or eligible refunds.
Axel resolves technical support on this page and in your dashboard.
Open Ask support on this page or inside your dashboard. Axel is our autonomous technical specialist, guarded by a server-side DeBERTa security filter. You skip support queues and tier-1 script readers entirely.
Signed in to your dashboard, Axel inspects your route, firewall rules, and server health. Axel diagnoses connection drops, switches cities, updates settings, and processes eligible refunds on the spot.
Axel handles account and technical help directly in chat. We reserve [email protected] strictly for formal legal notices, and that inbox does not send replies.
Four details that help Axel resolve your issue in one turn.
Provide these four details to get an immediate resolution in your first exchange.
- Your platform and device. For example MetaTrader 5 on Windows, TradingView Desktop, Optuma, cTrader or Android.
- The two cities you picked. Name your entry city and your broker’s server city.
- The exact error message or journal line. Paste the error code or status text your platform printed. Text from the MetaTrader Journal tab lets Axel diagnose firewall blocks and IP mismatches at once.
- Your billing details for account lookups. If you are not signed in, provide your Stripe receipt number and the charge date. Axel validates the payment against our records, completes unclaimed checkouts, or issues eligible refunds on the spot.
Warning. Never type a password or a full card number.
Axel never needs your dashboard password, trading password, 20-character recovery code, broker login or full card number. Our DeBERTa security filter blocks messages with passwords or full card numbers.
What you can do in your dashboard or with Axel right now.
Every routine account action works in your dashboard or through Axel in chat.
| What you want to do | How it works |
|---|---|
| Switch your entry city or your broker’s city | Pick the new city in your dashboard or ask Axel while signed in. Our server address routes to the new city automatically. |
| Get a new trading password | Open Security in your dashboard and rotate your trading password in one click, then paste the new one into your platform. |
| Reset a forgotten dashboard password | Use the recovery page with the 20-character recovery code you saved when you signed up. |
| Finish an unclaimed paid checkout | Give Axel your email and Stripe receipt or session ID. Axel verifies the unclaimed payment and opens step 2 of /get-started. |
| Cancel renewal | Click Cancel renewal under Plan and billing in your dashboard, or ask Axel while signed in. See how to cancel. |
| Claim a first-payment refund | Ask Axel within 7 days on a monthly plan, or 14 days on a yearly plan or Founder 50. Axel checks our rules and refunds through Stripe. |
Check the top of your dashboard for server notices first.
Planned maintenance and server status notices appear at the top of your dashboard. The notice stays visible until the work finishes or you dismiss it.
Server updates stay inside the dashboard rather than public status pages or email blasts. Sign in or ask Axel to check live server health in any trading city.
Who runs Traders Proxy, and where formal notices go.
- Company
- J&LN Investments Pty Ltd, trading as Traders Proxy
- Founder
- Jonathan
- Location
- Brisbane, Queensland, Australia
- Support
- Axel (Ask support on this page and in the dashboard)
- Payments
- Processed by Stripe. We never see or store your full card number
- Formal legal notices
- [email protected] (kept for formal notices only. It does not send replies)
Frequently asked questions
How does Axel handle support without a human queue?
Axel is our autonomous technical specialist, guarded by a server-side DeBERTa security filter. Axel understands routing, firewalls, and server IPs to fix connection issues on the spot. Axel also switches cities, validates payments, and processes eligible refunds.
What if I closed the checkout page before setting my password?
Open Ask support on this page. Give Axel your checkout email and your Stripe receipt number or session ID. Axel verifies that your password is not set yet and opens step 2 of setup right away.
How do I ask for a refund?
If your platform can’t connect through us and support can’t fix it, we refund your first payment (7 days monthly, 14 days yearly or Founder 50). Axel checks our rules and refunds through Stripe. This doesn’t affect your rights under the Australian Consumer Law.
What is [email protected] used for?
That address is kept for formal legal notices only. It does not send replies. Open Ask support on this page or in your dashboard for help.
How do I cancel my plan without talking to anyone?
Open your dashboard, go to Plan and billing, and click Cancel renewal, or ask Axel while signed in. Your access continues until the end of the period you already paid for. The cancellation guide shows the exact steps.
Field reports · Verified forum threads
Real forum reports, what our system does, and where it stops.
Every quote below links to the forum thread or vendor guide where it appeared. Underneath each quote, see which parts of our system work together on it and where our server stops.
A firewall, router or ISP drops the platform's broker connection but lets ordinary web traffic through
“The MT5 trading server mt5.metaquotes.net runs on port 1950. We have closed all the "left" ports at our company, including port 1950.”
How our system handles it. Your platform connects to our server through its built-in SOCKS5 or HTTP proxy setting, and our server opens the broker connection from inside the datacenter.
- Built-in
SOCKS5loginPrimary - Own separate connection to your brokerPrimary
- Unanswered broker server gives up fast and reportsSupporting
Where it stops. Works only if your network still lets you reach our server. We cannot repair a faulty home router or an ISP outage.
'Ping failed' and drops with disconnects every few minutes, re-login loops and dropped sessions
“hey guys,..do you have any ideas why my MT4 often disconected in a several minute or sometime ping failed reported on journal tab. By the way my internet connection doesn,t have any problem or it's always connected.”
What our system reduces. If your device drops off, our server notices quickly and frees its place, so your platform can reconnect instead of hanging.
- Dead connections found and freedPrimary
- Straight back in after a dropPrimary
- Reconnect surges admitted in a steady streamSupporting
- Own separate connection to your brokerSupporting
Where it stops. We do not prevent internet drops or fix broker faults. After a disconnect, your platform logs in again, so always use broker-side stop-loss orders.
Manual trading on a Windows VPS adds a remote-desktop step that 0 ms hides
“Synchronization is always a one-direction process — the local platform environment is moved to the virtual platform, but never vice versa.”
How local trading avoids it. Your platform stays on your own computer and monitors, so clicks and hotkeys never wait on a remote-desktop window.
- Platform stays on your own computerPrimary
Where it stops. We add a step between your computer and your broker, and we do not promise lower ping. Distance between you and your broker still counts.
Generic or free proxies fail MetaTrader's proxy Test button
“Server — enter here the IP address and port number of the server separated by a colon. To the right of this field, select the type of proxy server: HTTP, SOCKS4 or SOCKS5. In HTTP mode, NTLM authentication is also supported”
How our system handles it. Use SOCKS5 or HTTP, whichever your platform offers. Enter our server, login and password in MetaTrader’s own Proxy window.
- Built-in
SOCKS5loginPrimary - Built-in
HTTPproxy loginSupporting
Where it stops. MetaTrader 4 and MetaTrader 5 support SOCKS5 and HTTP (not SOCKS4). A passing Test confirms the route reaches our server.