What should I check before contacting support?

Confirm MetaTrader 5 Desktop on Windows is being used, Algo Trading is enabled where required, the tool is attached to the intended chart, the account and symbol are correct, and the workflow has been tested on demo.

What should I include in a support request?

Include the order email, software version, MT5 build number, broker/server name, symbol name, account type if relevant, a screenshot of the issue, and screenshots of Experts or Journal messages.

Can support provide trading advice?

No. Support can help with software setup and workflow troubleshooting, but it cannot provide trading signals, financial advice, broker recommendations, or profit guidance.

Is hardware support included?

CIQ Traders Keyboard is software-only. Support can provide general workflow guidance, but users are responsible for their own keyboard or macro pad hardware, drivers, device programming, and physical labels.

Support

Support and Setup Help

Use this page for launch support instructions, required screenshots, and the fastest way to describe MT5 setup issues clearly.

Before contacting support

Confirm you are using MetaTrader 5 Desktop on Windows.
Confirm Algo Trading is enabled where required.
Confirm the tool is attached to the intended chart.
Click the chart before using hotkeys if your setup requires chart focus.
Test the workflow on demo before live use.
Check the Experts and Journal tabs for error messages.

Include with your support request

Order email
Software version
MT5 build number
Broker/server name
Exact symbol name, including any suffix
Screenshot of the issue
Experts/Journal message screenshot

Support email: support@commerciumiq.com. Include your order email and screenshots when requesting help.

Faster troubleshooting

Good support requests include environment details.

Most MT5 workflow issues are easier to diagnose when the platform, broker, symbol, chart, and message screenshots are included from the start.

Platform and installation details

When asking for help, confirm the platform first. CIQ Traders Keyboard is positioned for MetaTrader 5 Desktop on Windows. It is not positioned as MT5 mobile, MT5 web, MT4, TradingView, cTrader, or NinjaTrader software in the current Founders version.

Include the MT5 build number and software version when possible. This helps separate installation issues from platform issues, chart-focus issues, permission issues, and broker-side restrictions.

Broker, symbol, and account details

Broker details matter because symbol names, suffixes, server settings, stop levels, spread behavior, and Expert Advisor permissions can differ. A gold symbol may appear as XAUUSD, XAUUSDm, XAUUSD.r, or another broker-specific version.

Include the exact symbol name shown in MT5 and the broker/server name. If the issue involves close scope, breakeven, trailing stop, or close-profit behavior, include whether the workflow was tested on Current Symbol or Account-Wide scope.

Experts and Journal screenshots

The MT5 Experts and Journal tabs can show messages related to loading, permissions, rejected actions, broker responses, and platform behavior. Screenshots of these tabs often make the support request much clearer than a general description such as “it did not work.”

When possible, capture the message immediately after the issue happens. If the screenshot includes private account details, crop or hide sensitive information before sending it.

Common issue categories

Start with the most likely cause.

Use these categories to explain the support request clearly.

Tool does not load

Check MT5 folder placement, restart or refresh MT5, confirm platform type, and include Experts/Journal screenshots.

Hotkey does not respond

Confirm chart focus, key mapping, laptop backup shortcut behavior, and whether another app is intercepting the shortcut.

Close scope confusion

Confirm Current Symbol or Account-Wide mode and test with one symbol and multiple symbols in demo.

Broker rejects action

Check broker rules, stop levels, market status, account permissions, spread, and the exact MT5 message.

What support can and cannot help with

Support can help with product setup, software workflow questions, compatibility clarification, and troubleshooting information needed to understand a reported issue. It can also point users to the setup, compatibility, FAQ, license, refund policy, and risk disclaimer pages.

Support cannot provide trading signals, trade recommendations, financial advice, broker recommendations, profit guidance, or custom strategy decisions. CIQ Traders Keyboard is a workflow tool, not a signal service or trading education guarantee.

Before live use

Demo testing remains required.

Support is easier when the issue can be reproduced in demo without live account pressure.

Reproduce the issue on demo

Before sending a support request about a command, try to reproduce the behavior on a demo account with small or simulated positions. Test one symbol, one position, multiple positions, and the relevant command scope if the issue relates to close all, close profit, breakeven, or trailing-stop behavior.

If a command behaves differently than expected, describe the expected behavior and the actual behavior. Include the steps used to reproduce it. A short reproducible sequence is usually more helpful than a long general description.

Hardware and macro pad support boundary

CIQ Traders Keyboard is software-only. Physical keyboards, macro pads, keycaps, labels, drivers, and hardware configuration are not included. Users who connect their own compatible macro pad are responsible for programming the device, confirming key output, and keeping physical labels aligned with the software mapping.

If a macro pad key does not work, test the equivalent laptop backup shortcut or normal keyboard key first. This helps separate software behavior from hardware programming issues.

Related support pages

Review these before sending a support request.

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