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Industry guide / Prop firms · CFD & Futures

Make account rules and milestones clear.

Evaluation accounts, loss limits, platform access and payout stages create very different requests. Support needs the correct program, account stage and rule version before it can give a useful answer.

Explain the official account record, resolve permitted provisioning issues and keep traders informed.

01 / Prop firms · CFD & FuturesIllustrative example

Explain a CFD daily-loss breach.

The request

“My balance was above the limit. Why did my CFD evaluation fail overnight?”

The result / Example reply

The official account record shows that equity crossed the daily-loss threshold after the program’s daily reset. The balance screenshot does not include the open-position loss and charges used in that check. I’ve attached the permitted event timeline and the rule version that applied to this account. If you dispute the recorded event, I can submit those details for review.

A traceable explanation of the specific event instead of a copied rule.

See the work behind the reply

  1. Identify the CFD program, stage, account timezone and rule version in force.

  2. Compare the official threshold and breach timestamp with recorded equity, floating P&L, commissions and swaps.

  3. Explain the recorded cause and prepare an evidence-based dispute request when allowed.

What this workflow needs

Connected context

Authoritative risk events, equity history, daily reset timing, charges and versioned program rules.

Where the boundary sits

The agent explains the official decision; it does not reverse a breach, invent missing price data or apply one firm’s rules to another.

02 / Prop firms · CFD & FuturesIllustrative example

Explain a Futures trailing-loss threshold.

The request

“My Futures account was profitable yesterday. Why is the loss limit higher today?”

The result / Example reply

This program updates its trailing threshold from the recorded end-of-day balance. The dashboard shows the new threshold and the session used to set it. I’ve compared those figures with your account stage and the payout history, so you can see which rule applies now.

An account-specific answer that separates Futures rules from CFD rules.

See the work behind the reply

  1. Identify the Futures program and whether its threshold is end-of-day, intraday or static.

  2. Read the authoritative threshold, eligible high-water mark, session boundary and account stage.

  3. Explain the update using the applicable program’s figures, including any recorded payout-related change.

What this workflow needs

Connected context

Futures risk engine, session balances, threshold history, payout history and program rules.

Where the boundary sits

Threshold calculations differ by firm and product. The agent does not offer trade sizing advice or alter the risk limit.

03 / Prop firms · CFD & FuturesIllustrative example

Find why a paid evaluation account is missing.

The request

“The payment went through, but my evaluation still says “creating account”. Can you fix it?”

The result / Example reply

The payment is confirmed and this order is eligible for account creation. The provisioning record shows a failed notification after the account was created. I’ve resent the secure account-access notification using the approved recovery procedure and checked that the account appears in your dashboard.

Restore the next step without making the trader buy again.

See the work behind the reply

  1. Match the verified trader to the paid order and correct program.

  2. Inspect account-creation and notification events before attempting any retry.

  3. Run the permitted recovery once, prevent duplicate accounts and verify dashboard visibility.

What this workflow needs

Connected context

Order/payment status, account provisioning log, platform account reference and secure notification tool.

Where the boundary sits

A new charge or reset is not created to fix an access issue. If creation itself failed, retry is conditional on the platform’s supported recovery procedure.

04 / Prop firms · CFD & FuturesIllustrative example

Explain what is holding up a payout request.

The request

“My payout request has been pending for days. Am I missing something, or has it been rejected?”

The result / Example reply

The official record shows your request is awaiting a signed agreement, rather than rejected. I’ve linked the secure signing step and explained what happens after it is completed. I can follow the next status update in this conversation.

Fewer repeated payout questions and a clear path to completing the missing step.

See the work behind the reply

  1. Locate the correct request and distinguish submitted, eligible, reviewed and paid statuses.

  2. Check customer-visible reasons, required documents, trading-day or other program conditions and processing windows.

  3. Provide the exact permitted next step and create a follow-up when the firm’s rules allow it.

What this workflow needs

Connected context

Payout workflow, KYC/agreement status, eligible trading-day records and versioned payout policy.

Where the boundary sits

The finance or risk process controls approval and payment. A status explanation does not release funds or override eligibility.

One system, improving over time

Resolve the exception.
Keep the useful procedure.

Tessolva’s proposed improvement loop turns verified resolutions into reusable guidance. Private details are removed, the procedure is validated and tested, and approved guidance can help the AI handle a similar request next time.

Investigate → Resolve → Remove private details → Validate & test → Reuse

Your team handles critical decisions, missing permissions and genuine exceptions. Complexity alone does not mean the request needs a person.

Reference topics

Public documentation helped inform these support topics. Examples use fictional data and your own policies would apply. These references do not indicate partnerships or available Tessolva integrations.

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