Are there more instructions on setting up eightcap?
Response from Secure The BagSep 19, 2023
Dear Melissa,
Thank you for reaching out. We're sorry for any confusion regarding the setup process. To clarify, you do not need to set up anything with EightCap directly. Once you purchase a challenge from our website, securethebag.com, the checkout completion will lead to an immediate dispatch of demo account credentials to your email. Within this email, you'll also find step-by-step instructions on how to log in to either the MetaTrader 4 or 5 platform.
If you have any further questions or if there's anything else we can assist you with, please don't hesitate to let us know. Your experience and satisfaction are important to us.
Warm regards,
SecureTheBag Support Team
DR
Dalainaa R.
untimely issue resolutions
been trying to get my name spelled right on my trader agreement for 4 hours now and they keep spelling it wrong It is irritating and lack of communication from teams.
Response from Secure The BagOct 6, 2023
Dear Dalainaa,
I hope this message finds you well. We appreciate your feedback and the opportunity to address the recent issue you encountered with your trader agreement.
First and foremost, we apologize for the inconvenience and frustration you experienced in the process of correcting the spelling of your name. We understand the importance of accuracy and effective communication, and we regret any delay in resolving this matter.
After reviewing your case, we have identified and corrected the error. Your trader agreement now accurately reflects your name. We have also sent you the updated agreement for your records. Please double-check to ensure that all details are correct.
Your feedback is invaluable to us as we continuously strive to improve our services. We genuinely appreciate your patience throughout this process.
If you have any further concerns or require additional assistance, please feel free to reach out to our support team. We are here to provide the best possible experience for you during your virtual trading journey.
Thank you for choosing us as your simulated trading platform, and we look forward to serving you better in the future.
Best regards,
SecureTheBag Support Team
KD
Kevin D.
I have messaged daily for a resolution
I have messaged daily for a resolution, keep getting passed around and fobbed off with give it 24 hours, now it is 5 days. NO WAY, fix account now or refund me and I will go to a proper firm who knows how to treat people.
Response from Secure The BagSep 14, 2023
Dear Kevin Doherty,
First and foremost, we sincerely apologize for the inconvenience you've experienced. At Secure The Bag, our aim is to always provide prompt and satisfactory resolutions to all our clients. It's disheartening to hear that this wasn't your experience, and we understand your frustration.
Again, we deeply regret the oversight and promise to take necessary actions to prevent such issues in the future. Which includes researching with our broker provider to ensure EAs are working as they should. Thank you for your feedback, and we hope to regain your trust.
Best regards,
Secure The Bag Support Team
JS
Josue S.
Bad service
Bad service I didn’t lose my account
Response from Secure The BagSep 10, 2023
Dear Josue Suazo,
Thank you for taking the time to share your feedback with us. We regret to hear about your dissatisfaction with our services.
Upon careful review of our records, the account associated with you did breach the daily loss limit. This is in accordance with the risk parameters we set to maintain the integrity of our trading environment and protect our traders and partners.
We strive to offer transparent and reliable services to all our clients, and these parameters are in place to ensure a sustainable trading experience. If you have further queries about the specifics of your account or would like clarification on our trading guidelines, please don't hesitate to reach out to our support team.
Best Regards,
Secure The Bag Support Team
OM
Omar
very poor service with no customer…
very poor service with no customer support. It’s a money grab for them
Response from Secure The BagSep 9, 2023
Dear Omar,
Thank you for taking the time to share your feedback with us. We genuinely apologize for the experience you had with our service.
We strive to provide the best possible support to all our clients. It pains us to hear that you felt our service was lacking and that our support was not up to your expectations. We're constantly working on improving our services and your feedback is invaluable in this process.
Regarding your concern about refunds, unfortunately, we are unable to provide refunds for failed challenges due to a breach of the daily loss limit. This policy is in place to maintain the integrity and fairness of our system for all participants.
We appreciate your understanding and hope for an opportunity to serve you better in the future. If you have any further questions or concerns, please feel free to reach out to us directly, and we'll do our best to assist you.
Warm regards,
Secure The Bag Support Team
VT
Valued T.
Haven’t been able to get on with…
Haven’t been able to get on with windows.
Response from Secure The BagSep 5, 2023
Dear Valued Trader,
Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear that you're experiencing difficulties with our platform on Windows.
We are committed to ensuring our platform is accessible and user-friendly across all devices and operating systems. If you could provide more detailed information regarding the issues you're encountering, our technical support team would be eager to assist you in resolving them.
Please reach out to our support team at [email protected], and they'll guide you through the troubleshooting process. Your satisfaction is our top priority, and we hope to address and resolve your concerns promptly.
We appreciate your patience and understanding, and once again apologize for any inconvenience you may have experienced.
Best Regards,
SecureTheBag Support Team
DS
Devraj S.
It has been few days since I have…
It has been few days since I have applied for the challenge and from the first trade I have been facing problem of charged unecessory spread ( 4-8+) on the pair which has (0-1 spread at Max) + the comission. I have been using limit orders for each trades, trading during high liquidity hrs, avoiding trades during news. My friend has applied for the challenge as well but he doesn't face this problem at all... I have tried emailing STB support a dozen times but instead of actual solution they come up with illogical automation messages...
I have provided them with the proofs ( screenshots & screen recordings). Because of these unecessory glitch my risk turned from 1% - 2% without me doing anything. Here I'm not talking about comission but the spread, even though it oscillate b/w 0-1 but I'm being charged 4-8+...
I'm really disappointed in STB and it's support. I didn't expect this kind of service from you guys...
Response from Secure The BagAug 29, 2023
Dear Devraj Singh,
Firstly, we genuinely appreciate your feedback and sincerely apologize for the inconvenience you've experienced. We take all feedback seriously and are committed to improving our services.
Regarding the spread discrepancies you've pointed out, it's important to understand that while we always strive to offer the most competitive spreads, in live market conditions, these can fluctuate due to various factors. The spread you see in a live environment can differ from what's displayed on the platform due to rapid price movements, market volatility, and the liquidity available at any given time. This variation is a common occurrence in the industry, especially during periods of heightened market activity.
That said, we understand that consistency between what's expected and what's experienced is crucial for our traders. We'll review the specifics of your case to ensure that there are no underlying issues.
We're also sorry to hear about the communication issues you've encountered with our support team. We will ensure they receive this feedback so we can address it appropriately and provide clearer and more timely assistance moving forward.
Thank you for bringing this to our attention. We value your trust and will work diligently to enhance your experience with STB.
Warm regards,
Secure The Bag Support Team
ME
Mel
If you are thinking about purchasing…
If you are thinking about purchasing from this company - do not do it - they are a scam!!! I carefully read through these ratings myself, and ignored the low ratings, telling myself that the people were just mad because they lost the challenge - when no - they were not just mad - they were scammed !!!!
I signed up for a 10k challenge - and within a few days the system broke down and closed my account. I had not broken any rules - my accounts max daily drawdown had not hit $500 and was only at -$275 drawdown for the day - including closed trades.
I have emailed the company over and over - they keep sending the same generic email - even the numbers they presented me with proved that I had not broken any rules yet they refuse to honor the rules. I am prepared to gather whoever else who has had a similar experience to take this company to court before anyone else gets stolen from.
@Secure the Bag, at least don't pretend to want to fund people - just be transparent and say that an account cannot go above 2.75% drawdown - do not lie in your FAQ section saying it is 5% only to eliminate people pre-maturaly.
I 100% do not recommend this prop firm - they are lying about their ability to fund you - their customer services is just copy and paste emails and they are just collecting money off of people with absolutely no intention of funding them even if they do not break any rules.
Response from Secure The BagAug 24, 2023
Dear Mel,
We appreciate your feedback and are truly sorry to hear about the frustration you've experienced. We take every customer's concerns seriously and would like to address the issues you've raised.
Regarding the daily drawdown limit, please note that the limit is set at 5% for our challenges. However, we understand your disappointment and would like to apologize for any confusion that may have arisen. Our customer support team is here to help explain, and provide further clarification on the daily drawdown limit.
We assure you that our customer support team's intention is to provide the best possible service and assistance. It's not our aim to be unhelpful with generic responses. We apologize if that's how your experience felt. We are committed to continuously improving our communication and support processes to ensure a better experience for all our traders.
If you believe that there might have been an error or misunderstanding, we encourage you to reach out to our support team once again. They will be more than willing to provide you with a detailed explanation of your account's situation and address your concerns thoroughly.
We genuinely value all our traders and their experiences with us. We want to work towards resolving any issues and ensuring that our platform operates transparently and efficiently.
Thank you for bringing these matters to our attention, and we sincerely apologize for any inconvenience you've faced. Please do consider reaching out to our support team once again so we can provide you with the assistance you deserve.
Best regards,
Secure the Bag Support Team
