If something behaves abnormally on the platform, you must report it, and you must stop trading on it. Exploiting a technical bug is prohibited, and NYS reviews every reported incident against platform-side evidence before deciding anything.
Who is responsible for what
Area | Responsible party |
Internet connection | Trader |
Hardware and device | Trader |
Electricity | Trader |
Internet service provider | Trader |
Personal VPN / VPS | Trader |
Platform-side outage or confirmed NYS system issue | NYS / platform provider, subject to investigation |
How to report a technical issue
Report it promptly. Do not wait until the end of the session or until a payout request.
Include the details: account number, platform, time (with time zone), symbol, and screenshots or a video where available.
Stop trading the anomaly. Do not continue trading on an abnormal price, balance, permission or execution condition.
Preserve the evidence. Keep your platform logs, order history and recordings.
Bugs and exploits
Technical bugs must be reported, and exploiting a bug is prohibited. Using a known or obvious bug for an advantage, whether in pricing, execution, balance or permissions, is a material breach. Where a bug or an exploit is involved, NYS may:
reverse the affected trades or balances;
cancel purchases;
hold payouts;
suspend accounts; or
close accounts.
Reporting an anomaly promptly and stopping is always the correct action, and it is treated very differently from trading the anomaly for profit.
Platform availability
Order execution is delivered through third-party platforms, including MetaTrader 5, Quantower, ATAS and DeepCharts, and therefore depends on their service availability and technical conditions. NYS cannot guarantee that a third-party platform will be available without interruption.
Maintenance and changes
NYS may modify rules, products, platforms, prices, features and promotions. Changes may affect existing accounts where the approved change says so. Maintenance windows and platform updates are announced through the official channels.
Outage review: what to expect
A reported outage does not automatically produce compensation or a reversal. Each case is reviewed individually: NYS verifies platform-side evidence, the timing, the orders affected and the policy that applies, and only then decides the outcome. Support cannot promise a result, a refund or a rule exception before that review is complete.
Security and suspicious access
Suspicious device, IP, VPN, VPS or credential activity may lead to a temporary suspension and a verification check. If your credentials may have been exposed, tell support immediately.