Why support asks for phantom order details

This article explains why FlowBots support asks for the phantom order details and your account information, what we do with them, and what sending them cannot do for you.

Why we ask for these details

The order details and account information let the support team investigate what went wrong with Replikanto in your specific case. Without them, we can only reason about the problem in general terms.

• Diagnosis — we can reconstruct what happened on your accounts at the time of the phantom order.
• Product improvement — what we learn from your case can help improve Replikanto.
• Prevention — understanding the cause can help prevent similar issues for you and for other users in the future.

What sending the information will not do

Sending the phantom order details and account information will not restore or replace your account. Account recovery, or obtaining a new Apex PA account, must be handled directly through Apex support — FlowBots cannot reinstate a prop firm account on your behalf.

Where to find the order details

Replikanto has no built-in log export, so the order information comes from NinjaTrader:

• Orders tab (Control Center > Orders) — account, instrument, side, quantity, price, and status for current and historical orders.
• Log tab (Control Center > Log) — order events, timestamps, and status changes for all connected accounts.
• Trade Performance — trade history and performance metrics per account.