If you have discovered that your TradeStation account has the wrong balance, you might be the victim of a software error, a hacker or a scam. Make sure that the balance really is wrong first, then secure your account in case the culprit is a hacker. After you're sure the balance is wrong, contact TradeStation for help.
So you've just checked your TradeStation account and found that you have the wrong balance. While you may panic a little at first, stay calm. Several things could have caused the problem, and some of them might not be that big a deal. There could have been a simple software error that is easy enough to fix. It is also possible, though, that your account has been hacked or that you are the victim of a scam. This article will teach you what you should do.
Before you make a big deal out of this, make sure that your account balance is wrong. Check that you simply haven't forgotten a trade or withdrawal. Make sure your last deposit was as large as you remember and you've added everything up correctly.
Because it's possible that your account was hacked and some of your funds drained, the first thing you should do is secure your account by changing your password. That way, the hacker can't get any more of your funds. To change your password, just go to the TradeStation password reset tool and enter your username and the email you signed up for TradeStation with.
Before you contact TradeStation, you should collect whatever evidence you have that your account balance is wrong. This should include deposit and trade records.
The next step is contacting TradeStation. It has a customer service department that you can call any time, day or night. However, you are probably going to need help from other departments. For example, you might need the help of Technical Support to determine if there was a software error. You might need to talk to Client Services to get help figuring out what happened. So it's best to call while those departments are open, from 8:00 a.m. to 5:00 p.m. on weekdays. That way, when you contact customer service, you can immediately connect to whoever you need to talk to. When you explain your situation to the customer service representative, ask who that is.
It might not be possible, though, to talk to someone immediately. You might instead need to make an appointment to have the right person to call you back. Unfortunately, it is not possible to contact anyone except for customer service representatives directly.
You should have your TradeStation account details on hand when you call to expedite the process.
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