Most of the time, manual allocation on Praxis are only for Crypto deposits, or Perfect Money (only if advised by the funding team to allocate manually via praxis)
Moving forward, you can manually allocate this on your end if the deposit amount has been confirmed by the payment provider. e.g Finrax.
Discrepancy in Amounts
Discrepancy in amount deposited describes the difference in expected amount and the received amount as seen below:
In cases like these, clients may be depositing more or less than the expected amount that they had originally imputed. Therefore, their deposit will be left as pending in both Hub and Praxis and as a result, it will not be reflected in their trading account.
Steps needed to fix this issue:
1. Confirm we have received the deposit in question on Finrax:
Please refer to GAML USD Retail for USD deposits and GAML EUR Retail for Euros deposits.
A deposit is only confirmed once the status of the deposit is “Deposited” with an expected and reflected amount being shown as below:
Once done, click the magnifying glass which will display the receipt of the deposit:
- Afterwards please head to praxis to check on the status of the deposit. If it has not been changed, the status should be left as “pending”. Once confirmed, click the manual update button, and change the following fields as below:
- Status: Approved
- Do not change the amounts as they should reflect the corrected amount* o *If it does not reflect the correct amount, please forward the case to funding inbox
- Notify CRM: Yes
- Manual Update Reason: “Insert corrected amount here” received in Finrax
- Confirm once all the fields have been imputed correctly.
- Check the client’s profile on whether the corrected deposit has been successful as seen below:
- Check the client’s MT4/MT5 account to make sure that the deposit has been successfully allocated to the client’s account:
- If it has not been automatically allocated – please manually allocate the amount with the corrected amount and the comment format of “HELP-FINRAX-TID”
- Inform the client that the deposit has been successfully allocated into their trading account and that there was a delay due to a difference in expected and received amount along with providing the receipt of the deposit. Please advise them to deposit the same amount as they had firstly imputed to avoid future delays in their deposits.
- Send an email to funding inbox informing that a manual allocation of a Finrax deposit has been done along with the following screenshots and the client’s name/account number:
- The receipt:
- The screenshot of the status change within Praxis
- The status of the deposit on the client’s profile:
- Screenshot of the MT4/MT5 that shows the allocation of the funds:
Same Wallet Address
Same wallet address describes the client depositing multiple times through the same wallet address as seen below:
In cases like these, clients are using the same address to fund their trading account.
Therefore, their deposit will not display in both Hub and Praxis due to a TID being unique per wallet address and as a result, it will not be reflected in their trading account.
Steps needed to fix this issue:
- Confirm we have received the deposit in question on Finrax:
Please refer to GAML USD Retail for USD deposits and GAML EUR Retail for Euros deposits.
A deposit is only confirmed once the status of the deposit is “Deposited” with an expected and reflected amount being shown as below:
Once done, click the magnifying glass which will display the receipt of the deposit:
The original received amount is seen with the bottom receipt of 59.02 USD and the second deposit is seen with the 48.98 USD which will equal the total received amount of 108.00 USD. Therefore when searching this TID in praxis and the client profile, only the original 59.02 USD will be reflected. Thus, no changes is needed on Praxis.
- Instead, please go to the client’s MT4/MT5 account to manually deposit the second deposit as seen in the “Amount” with the comment of “HELP-DUP-FINRAX-TID”:
Once confirming the amount and comment, please deposit the amount into the client’s trading account.
- Inform the client that the deposit has been successfully allocated into their trading account and that there was a delay due to the same wallet address being used for their deposit along with providing the receipt of the deposit. Please advise them to use a unique wallet address for each of their future deposit.
- Send an email to funding inbox informing that a manual allocation of a Finrax deposit has been done along with the following screenshots and the client’s name/account number:
- The receipt:
- Screenshot of the MT4/MT5 that shows the allocation of the funds:
