Purchase email
Include the Gumroad purchase email so support can identify the product access and version context.
Support
Support and Setup Help
Use this page for setup and troubleshooting instructions, required screenshots, and the fastest way to describe MT5 issues clearly.
Support quick answers
Send the right details for faster support.
Support is easier when the request includes the setup details needed to reproduce or understand the MT5 environment.
MT5 details
Include MT5 build, broker/server, account type, symbol name, timeframe, and whether testing is on demo or live.
Screenshots
Send the chart, CIQ panel, Experts tab, and Journal tab screenshots if there is an installation or behavior issue.
Exact steps
Describe the command used, whether it came from the on-screen panel, keyboard shortcut, or macro pad, and what happened next.
Quick answers
Support answers before sending a request
These answers help buyers send support requests with enough detail to diagnose MT5 setup, input, and display issues faster.
What is the fastest way to get useful support?
The fastest way is to send a complete environment summary with screenshots. Include the purchase email, product version, MT5 build, Windows version, broker/server, account type, exact symbol name, chart timeframe, a full chart screenshot, the Experts tab, the Journal tab, and the steps that caused the issue.
A short message such as “it does not work” usually delays support because MT5 behavior can depend on broker symbol names, permissions, chart focus, Windows scaling, and account type.
- Send exact steps, not only a description.
- Include screenshots of chart, Experts, and Journal tabs.
- Mention whether the issue happens on demo or live.
What should I send for keyboard or macro-pad problems?
For key problems, send the command being tested, the exact key or macro-pad input, whether the on-screen button works, and whether the issue happens on one chart or every chart. Also mention whether Keys Active is enabled and whether the chart is focused when pressing the shortcut.
This helps separate mapping issues from MT5 focus issues, hardware issues, keyboard-layout differences, and broker/trade-permission problems.
- Command name and key pressed.
- On-screen button result.
- Chart focus and Keys Active status.
What should I send for layout or display problems?
For panel display problems, send screenshots of the affected tab, Windows display scaling percentage, monitor resolution if known, MT5 build number, and whether the issue appears after resizing the chart or switching monitors.
This matters because MT5 chart-object panels can render differently across Windows scaling, monitor resolution, and font environments. Screenshots help support understand whether the issue is visual only or affects buttons, tabs, or command behavior.
- Screenshot the full panel and affected tab.
- Include Windows scaling percentage.
- Mention monitor/resolution if known.
Should I keep using the product live if something seems wrong?
If something seems wrong, stop live use and reproduce the issue on a demo account first. Test on-screen buttons before keyboard or macro-pad input, keep lot size small, and document the exact step where the behavior changes.
The software is a workflow tool, but trade execution still affects a real account when used live. Support can review setup details more effectively when the issue is reproduced safely on demo with screenshots and Journal/Experts information.
- Pause live use if behavior is unclear.
- Reproduce on demo first.
- Send support details before continuing.
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 supports MetaTrader 5 Desktop on Windows. The current Founders version does not support MT5 mobile, MT5 web, MT4, TradingView, cTrader, or NinjaTrader.
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.
Compatibility
Confirm platform, broker, Expert Advisor, keyboard, and macro pad requirements.
Setup Guide
Follow installation, attach-to-chart, settings, and demo-test steps.
FAQ
Review common product, refund, platform, hardware, and workflow questions.