Member support · reviewed August 17, 2026

Tell us what is wrong. We will guide you.

Start with Ask kazpa for an immediate answer. If your issue needs staff access, installation work, billing review, or a license change, send one secure ticket tied to the member account you are signed into.

Send a support ticket

Private by design. Never paste passwords, license keys, account numbers, balances, performance, or journal entries.

1Explain the problemUse plain words or paste the exact error text.
2Follow one clear pathAsk kazpa gives steps or sends you to the exact page.
3Escalate when neededA verified ticket goes to the kazpa team.

Start here: ask in your own words

Ask about setup, licenses, installation, MT5/VPS, resources, billing workflow, referrals, the Journal, Academy, or any dashboard page.

Guided first checks

Open only the issue that matches what you see.

01Software is not connecting or opening activity
  1. Confirm MT5 itself shows a broker connection and the correct trading account.
  2. Confirm the correct product chart and timeframe: XAUUSD M5 for VistaX or EURUSD M15 for VistaONE.
  3. Record the exact message shown in the MT5 Experts and Journal tabs.
  4. Check the product, installed version, license state, and recent software signal shown in your dashboard.
  5. If anything does not match, send a ticket below. Authorized staff can verify or reinstall the product and its team-managed build.

Inactivity alone does not prove a malfunction. Support can verify software state, but cannot advise when to trade or what to do with an active position.

02License error or wrong account
  1. Do not paste your full license key into chat, email, or a ticket.
  2. Confirm the signed-in dashboard shows the expected product and license status.
  3. Confirm MT5 is signed into the account intended for that license.
  4. Copy the exact error text from Experts/Journal and send it in the secure ticket below.
03VPS or MT5 disconnected
  1. Check whether the VPS itself has internet access.
  2. Confirm MT5 shows the expected broker server and connected account.
  3. If the VPS or MT5 restarted, do not assume the prior software state resumed. Record what happened and verify the account, terminal, product, license, installed version, and logs.
  4. Contact the VPS or broker provider for their connection/account state; contact kazpa for the installed software state.
04Need an update, reinstall, or different setfile
  1. Compiled software installation, updates, and reinstalls are handled by authorized kazpa staff.
  2. Active VistaX members can access the official setfile library in Software & Resources. Setfiles are technical configurations, not recommendations.
  3. VistaONE v10 uses a hardcoded team-installed build and has no separate setfile.
  4. Send a ticket if the VPS copy, installed version, or assigned configuration needs staff verification.

Go straight to the right page

No searching through the whole dashboard.

DocumentationSetup order, installed software, licenses, and policies. VistaX GuideProduct operation and configuration reference. VistaONE GuideProduct operation and team-installation reference. Open another licensePurchase and begin a separate licensed setup. ReferralsReferral link, verified progress, and payout information. Account profileYour private member details and preferences.

Common questions

Short answers to the questions members ask most.

How long does license activation take?
Activation requires manual admin approval, so there is no fixed issuance time. Your dashboard and Setup Wizard show the verified state for the current paid setup. Send a ticket if that state is unclear or appears stuck.
I changed brokers. What should I do?
Open a support ticket and choose License transfer. Do not submit another paid setup or share credentials in the ticket. Staff will verify the current license and tell you what exact information is required.
Can VistaX and VistaONE run at the same time?
Supported simultaneous use requires separate active licenses, broker accounts, and MT5 terminals. The terminals may share an adequately resourced VPS, but the products must not share one MT5 account.
Does kazpa manage funds or trades?
No. kazpa licenses software and provides technical support. Support does not manage funds, place trades, or provide financial, investment, timing, sizing, active-position, or trading advice.