Support
Need a hand? Email hello@lossguard.io and a real person will get back to you — usually within one business day. Writing from the email address on your account helps us find you faster.
Before you email
A few things you can sort out yourself, right now:
- Billing — change plan, update payment, or cancel from the billing page.
- Your account — change your password, verify your email, or delete your account from the account menu (the avatar in the top-right → Account settings).
- Rules — adjust your daily loss limit and other protections from each account's rules page in the Accounts section.
Still stuck? These are the questions we hear most.
Why do you need my trading password?
It's the only way to close positions on your behalf when the limit is hit. The trading password can place and close trades — it cannot withdraw, transfer, or change account settings. Those need your broker's master credentials, which we never ask for. Credentials are AES-256 encrypted, and you can disconnect (and we permanently delete them) anytime.
Which brokers are supported?
Any broker that runs MetaTrader 5. If you can log into MT5 with a server name, login, and password, LossGuard can protect it — live accounts, demo accounts, and prop-firm challenge accounts included.
Can I override the lock mid-day?
No — and that's the product. A limit you can switch off in the moment isn't a limit; it's a suggestion. The lock lifts automatically at your daily reset hour. You can change your rules for future days anytime.
Does it stop my losses exactly at the limit?
Honestly: not always to the cent. We fire the moment your equity touches the limit, but close orders fill at market — in fast or gapping markets, fills can land slightly past your number. LossGuard is a safety net, not a guaranteed floor. It turns catastrophic days into bad days; it can't repeal slippage.
Will it interfere with my strategy or EAs?
No. LossGuard never opens, modifies, or manages your trades. It watches your equity and does exactly one thing when a rule is breached: closes everything and blocks new entries until reset. Until that moment, you and your EAs trade exactly as before.
What happens when I cancel?
Your accounts disconnect instantly and your credentials are permanently deleted from our systems. We recommend changing your MT5 trading password afterward as good hygiene. No retention offers, no hoops.
Do I need to keep my phone or computer on?
No. LossGuard runs on our servers, connected to your broker around the clock. You could drop your phone in a lake and your limit would still be enforced.