What to Do When You Hit a Problem on MC Markets? A Quick FAQ Guide

Introduction

This article is organized by the situation you're in: each item gives a one-line answer first, then tells you which article has the full explanation. In most cases, that one line solves the problem.

Funds

A deposit hasn't arrived after more than 10 minutes

First, take the transaction hash (TxHash) to a block explorer to check its confirmation status: if it's unconfirmed on-chain, that's network congestion — just wait, and never re-deposit; if it's confirmed on-chain but not credited on the platform, submit a ticket with the TxHash. See “Deposit FAQ.”

The withdrawal button is unavailable / locked

The most common reason: you changed a security setting (fund password, authenticator, or email binding) in the past 24 hours — any security change triggers a 24-hour withdrawal lock as an anti-theft protection mechanism. See “Account Security.”

I can't withdraw money from the vault

The MLP Vault has a 4-day lock-up, and adding a deposit during the lock-up recalculates the unlock time for your entire balance. See “What Is the MLP Vault.”

Account

I can't log in / I lost my 2FA phone

Log in with the recovery codes you saved when binding 2FA; if you've used up all your recovery codes, email cs@mcmarkets.com. See “Account Security.”

I want to confirm the platform won't misappropriate my money

The reserves are deployed on Arbitrum, fully backed, with user funds and operating funds held at separate addresses — you can verify this yourself in 5 minutes, without trusting anyone's promise. See “What Is Proof of Reserves” and “On-Chain Verification: A Hands-On Guide.”

Trading

I got liquidated and want to understand what happened

When the margin ratio fell below 100%, the system had already sent a Margin Call warning; falling below 50% triggers liquidation — the trigger basis is the mark price, not the last traded price. For the full mechanism, see “What Is Liquidation.”

The fill price differs from the price I saw

A large market order eats into the order book level by level (impact cost), and in a violent market there's also slippage — neither shows on your fee statement, only as a worse average price. See “Spread, Slippage, and Impact Cost.”

My stop price was clearly hit, but it didn't trigger

The trigger basis is the mark price: if the last traded price hits it but the mark price doesn't, it won't trigger — this is protecting you from being harmed by a single abnormal trade. See “Order Types.”

The PnL number doesn't match the candlestick

PnL is calculated with the mark price, not the last traded price, and the two diverge in a violent market. See “How Is Futures PnL Calculated.”

Points

Points haven't arrived / I don't know how they're calculated

Trading points = fees × 100, settled T+1 — today's trades are credited tomorrow. See “How Do You Earn Points.”

Other

Whether my region can use it

There are currently 10 restricted regions (including the US, Canada, Turkey, etc.); do not use a VPN to bypass this — it may lead to an account freeze. For the full list, see “Regulation and Restricted Regions.”

My problem isn't listed above

The in-site AI support covers 60+ languages and responds around the clock; when submitting a ticket, remember the four essentials — account info, TxHash, order number, and screenshots. Urgent issues involving fund security get a response within 1 hour. See “How to Contact Support.”

Quick Recap

Four keywords solve most situations: for fund issues bring the TxHash, for account issues think of your recovery codes, for trading questions think of the mark price first, and for points remember T+1. Leave the rest to AI support and tickets.

Risk Warning

Each mechanism and rule is subject to the latest version of the corresponding feature page.

Disclaimer

This article is for general informational and educational purposes only and may not apply to the regulations or products available in your region. It does not constitute investment, financial, or trading advice of any kind, nor an offer, solicitation, or recommendation to buy, sell, or hold any digital asset.

Trading digital assets involves high risk, prices can be extremely volatile, and you may lose all of your invested capital. Leveraged trading can result in losses exceeding your initial deposit. Past performance is not indicative of, and does not guarantee, future results.

You should make investment decisions independently based on your own financial situation and risk tolerance, and consult a licensed professional adviser where necessary. While we strive to ensure the accuracy of the information in this article, MC Markets accepts no liability for any errors or omissions, or for any loss you may suffer from using or relying on this information.