How to Handle Platform Errors During an Evaluation
No matter how prepared you are for a prop firm evaluation, one unexpected factor can throw off everything: platform errors. From freezing charts to delayed fills, technology glitches can ruin a perfect trade. In a high-stakes environment where every tick matters, knowing how to handle platform issues can be the difference between passing and failing.
Common Platform Issues During Evaluations
- Execution delays: Order fills happen seconds later, often at worse prices
- Chart freezes: Price feed stops updating during key moments
- Disconnects: Random platform outages or login problems
- Account syncing issues: Unrealized PnL not matching real data
These issues can occur even with top-rated firms like Bulenox or Top One Futures. That’s why it’s crucial to have a response plan.
Step 1: Record Everything Immediately
As soon as a platform issue occurs, take screenshots, note the time, and write down what happened. If it’s a fill delay or price freeze, get evidence. Most prop firms have support systems but will only review cases with documentation.
Step 2: Stop Trading Until Stable
Don’t keep trading through glitches. One of the biggest mistakes traders make is trying to “fight” through a platform error. That leads to worse slippage or double fills. Log out, reboot the platform, and check your internet stability.
Step 3: Contact Support Promptly
Open a ticket with the prop firm support desk and include:
- Time of incident
- Market instrument and order details
- Screenshot of error
- Your request (reversal, account adjustment, etc.)
Some firms, like Prop Shop Traders, have faster ticket response times and clear guidelines for tech-related reviews.
Step 4: Review Platform Settings
Verify that your platform is updated. Use these best practices:
- Keep chart refresh rate moderate (not too high)
- Limit the number of indicators and tick replay functions
- Monitor CPU/RAM usage to prevent overload
If you’re using NinjaTrader, Rithmic, or Tradovate, update to the latest version before evaluations begin.
Step 5: Know the Prop Firm’s Tech Policy
Before your next challenge, review the prop firm’s official policy on platform issues. Some firms reset your account for free if an error is confirmed. Others offer manual adjustment but only within specific windows.
Step 6: Simulate Recovery Protocols
Run mock “error days” during your prep by intentionally pausing execution or simulating chart stalls. Then rehearse how you’d react: documenting the issue, backing off the trade, and preserving your stats.
Final Tip: Diversify Your Tools
Always have a backup data feed, secondary broker, or charting platform available. Even if you trade through one prop firm, platforms like TradingView or Sierra Chart can offer real-time analysis in case your main platform breaks down.
Platform errors are frustrating but survivable. With the right protocols in place, you can stay calm, protect your evaluation, and demonstrate the type of discipline prop firms are looking for.