Start with the step that failed
Check the setup guide if you are connecting DualGuard for the first time. Use the connection status guide to distinguish a browser, local Bridge, MT5 or authorization issue.
If the outcome of a trading instruction is uncertain, check the actual orders and positions in each MT5 terminal before submitting another instruction.
Installation or antivirus alert
Confirm that the package came from the official download or authorized support route. Keep the Windows or antivirus alert, affected file name and the stage that triggered it: download, installation, application start or Connect.
If protection closes or quarantines a component, stop that step and send the exact details. The file verification guide explains how to inspect a signature. Do not disable antivirus protection as a troubleshooting step.
Trial or activation
Use the same verified email address for registration and activation. Check the visible licence or trial state and the message shown by the application. The seven-day Advanced trial begins at email verification; recovering an existing trial does not extend its expiry.
For help, describe the stage that failed and when it happened. Do not send the verification code itself, and do not create another trial account as a troubleshooting measure.
Browser, Master or Receiver connection
- Check the extension is enabled in the browser you are using and the companion application is running.
- Check each MT5 terminal is signed in to the intended account and broker server.
- Confirm the application recognizes each account; awaiting verification requires attention before use.
- Review each Receiver’s account and volume settings separately.
- Record the visible state and exact error instead of repeatedly retrying the same step.
For an order issue, identify whether it concerns the Master, a specific Receiver or all configured accounts.
Contact support
Email support@dualguardsync.com. If your email application does not open, copy the address into your preferred email service.
Include these details
- DualGuard edition and version.
- Windows version and browser name/version.
- What you were doing and what you expected.
- Exact message, time and timezone.
- A redacted screenshot or relevant log excerpt, if available.
Keep private details out: passwords, broker credentials, verification codes, pairing secrets, API keys and full payment-card details are not needed for an initial support request.
Billing and account questions
For a payment or subscription question, include the email associated with the account and an order or receipt reference if available. Do not include full card details. Read the billing information for trial duration, plan allowances and renewal/cancellation context.