Two companies are involved in your account, and knowing which is which saves you a lot of waiting.
Your prop firm sells the account, sets its rules and owns your commercial relationship. Hyperprop builds and runs the platform you trade on. Hyperprop does not sell evaluations and never takes your payment.
Ask your prop firm about
Anything you paid for. Price, refunds, resets, discounts, what your purchase included.
The rules on your account. Your profit target, loss limits, consistency percentage and contract cap are all values your firm chose. Hyperprop enforces them but does not set them.
Getting your account. Import keys, a key that does not work, or an account you bought but cannot see.
Your account status. Whether an account can be reset, reinstated or reviewed after a breach.
Payouts. Your firm decides when you are eligible and executes the payout.
Which markets you can trade. Set per account by your firm.
Ask Hyperprop about
The platform itself. The terminal, the charts, anything that will not load or behave.
Market data. Prices not showing, a chart that looks wrong, the onboarding steps that unlock live data.
Orders and fills. An order you believe filled at the wrong price, or a rejection you cannot explain.
Your Hyperprop login. Sign-in, two-factor, your profile and your username.
Bugs. Anything reproducible that looks broken.
A rule of thumb
If the question is about money or permission, it belongs with your firm. If it is about the software, it belongs with Hyperprop.
The awkward middle case is a breach you want reversed. The platform enforced the rule, but only your firm can decide whether to do anything about it, so start there.
How to reach Hyperprop
Support is built into the terminal. Open the messenger from inside the app and you will reach the team with your account context already attached, which is faster than describing it from scratch.