Manage Ftmo

How to cancel FTMO and recover your evaluation fee in singapore

What FTMO is and why you might want to cancel

FTMO is an online proprietary trading firm based in Prague, Czech Republic, with an additional office in Mauritius. The platform offers paid evaluation challenges to aspiring traders who want access to funded trading accounts. You pay a one-time evaluation fee, trade a demo account under specific profit and risk targets, and-if you pass-gain access to a live funded account with real capital.

You might decide to cancel FTMO for several reasons: you realise the trading evaluation isn't right for you, you want to withdraw before the cooling-off period expires, or you purchased merchandise from their shop and changed your mind. Whatever your reason, Stopee is here to walk you through every option and protect your rights as a consumer in Singapore.

The two main FTMO products you can cancel

FTMO operates two distinct services, each with different cancellation rules. First, the Challenge evaluation-a digital service where you pay once to attempt a trading evaluation. Second, physical merchandise from their online shop, which includes branded goods and trading resources. Understanding which product you purchased is crucial before you attempt to cancel.

If you bought something through an app store (Apple App Store or Google Play), FTMO doesn't handle the refund directly; instead, you work with Apple or Google's support teams.

Your consumer rights when cancelling FTMO

Singapore's Consumer Protection (Fair Trading) Act gives you statutory cooling-off rights that protect your right to cancel certain purchases within a defined window.

The 14-day cooling-off period

For both FTMO digital Challenges and physical shop orders, you have 14 days from the date of purchase to withdraw without penalty-provided you have not yet begun trading the demo account or used the goods. This cooling-off period is a legal entitlement, not a favour from FTMO.

Warning: Once you start trading the demo Challenge, your cooling-off right expires immediately. You forfeit the right to cancel and claim a refund. The platform makes this clear, but many traders miss it or underestimate how quickly the clock ticks down.

Extended rights for physical goods

Beyond the cooling-off window, FTMO's shop also honours a 30-day returns policy for unused, unopened merchandise in original packaging. This is more generous than the legal minimum and gives you extra time to return items like trading guides or branded apparel.

Certain items-downloadable software, gift cards, and digital content-are excluded from returns. Always check the item's product page before purchasing to confirm eligibility.

How to cancel your FTMO challenge evaluation

Cancelling a digital Challenge requires you to act quickly and contact FTMO by email before you trade the demo account.

Step-by-step cancellation process

1. Check your purchase date and confirm you are still within the 14-day cooling-off period.
   • Count from the date you received the order confirmation email, not the date you signed up for the account.
2. Verify you have not started trading the demo account. If you have already opened the Challenge and placed trades, your cooling-off right is gone.
   • Log into your FTMO account and review your Challenge activity. If you see no trades, you are safe.
3. Compose an email to FTMO requesting cancellation and a refund.
   • Use the official contact email: support@ftmo.com
   • Include your account username, full name, email address, and order number in the subject line.
   • State clearly: "I request to withdraw from the Challenge and claim a refund under the Consumer Protection (Fair Trading) Act, 14-day cooling-off period."
4. Send the email and retain a copy for your records.
   • Take a screenshot of the sent email or save the draft as proof you contacted them within the deadline.
5. Expect a response within 3-5 business days.
   • FTMO typically acknowledges your request and confirms the refund within this window.
   • If you hear nothing after 7 days, follow up with a second email marked "Follow-up."
6. Monitor your bank account or payment method for the refund.
   • Refunds are processed back to your original payment method. Allow 5-10 business days for the funds to appear, depending on your bank.

Pro tip: Use email as your only communication method with FTMO for this process. It creates an auditable trail and protects you if a dispute arises. Avoid live chat or phone contact; Stopee recommends written proof at every step.

What happens if you pass the challenge before cancelling

If you pass the Challenge before requesting a cancellation, your evaluation fee is typically refunded as credit towards your first funded account or released with your first profitable withdrawal. You cannot reverse a passed Challenge and claim a refund; instead, you are now entitled to funded trading privileges, which carry their own terms.

How to cancel your FTMO shop order

Cancelling physical merchandise from the FTMO shop requires a return, but the process is straightforward if you act within the allowed window.

Step-by-step return and refund process

1. Confirm your purchase date and the goods have arrived.
   • Check your order confirmation email for the delivery date and order number.
2. Verify the items are unused, unopened, and in original packaging.
   • FTMO will reject returns of used or damaged goods, even within the cooling-off period.
   • If packaging is torn but the item unused, contact Stopee support to escalate-FTMO may still accept it under consumer law.
3. Email FTMO at support@ftmo.com within 14 days of receiving the goods.
   • Include your order number, list of items you wish to return, and reason for return.
   • Request a return label or shipping address from FTMO.
4. Receive the return instructions and shipping address from FTMO (usually within 2 business days).
   • FTMO will provide you with a return label or direct you to their Prague or Mauritius address.
5. Pack the items securely and ship them at your own cost.
   • You bear the return shipping cost; this is a key difference from returns within the 30-day extended policy.
   • Use tracked, insured shipping so you have proof of delivery.
6. Send the tracking number to FTMO and wait for inspection.
   • FTMO inspects returned goods for damage and authenticity before approving the refund.
7. Receive your refund confirmation within 14 days of FTMO receiving the return.
   • The refund is credited to your original payment method.
   • Allow 5-10 business days for the money to reach your bank.

Pro tip: If you return items after the 14-day cooling-off period but within 30 days, FTMO may still honour the return under their extended shop policy-but return shipping remains your responsibility. The difference is that after day 14, FTMO has more discretion to reject worn or slightly damaged goods. Stopee advises returning within 14 days whenever possible.

FTMO pricing and evaluation fees

Understanding FTMO's fee structure helps you calculate your potential refund and decide whether to cancel.

Challenge evaluation fee breakdown

Currency note: FTMO charges in euros, but Stopee shows SGD equivalents at a mid-rate of €1 = S$1.50 (rates fluctuate daily). Your actual SGD charge depends on your bank's exchange rate at the time of purchase.

All Challenge fees include a Verification step (a second evaluation phase). If you pass both the Challenge and Verification, your fee is typically refunded as an account credit or released with your first profitable trade.

What happens after you cancel FTMO

Cancelling FTMO ends your relationship with the platform, but the aftermath varies depending on which product you cancelled.

Account access after cancellation

Once your Challenge refund is processed, your trading account access is removed. You cannot log in or view previous performance data. FTMO does not provide archival access; this is part of their terms.

If you purchased shop merchandise and returned it, your account remains active, and you can repurchase items or launch a new Challenge if you change your mind.

Communication and follow-up

After your refund is confirmed, FTMO may send follow-up emails offering discounts or incentives to re-engage. You can unsubscribe from these marketing emails, or simply ignore them. Your obligation to FTMO ends once the refund clears.

Stopee recommends you keep all refund confirmation emails and bank statements showing the refund credit for at least 12 months, in case a dispute arises later.

Refund timelines and what to expect

Refunds from FTMO follow a predictable timeline, but delays do occur.

Digital challenge refund timeline

• Your action: You email FTMO within 14 days of purchase.
• FTMO response: 2-5 business days to acknowledge and confirm the refund.
• Processing: FTMO processes the refund to your original payment method (typically 3-7 business days).
• Bank clearance: Your bank takes 5-10 business days to credit the funds (depending on your institution).
• Total time: 10-22 business days from your cancellation email to seeing the money in your account.

Physical shop refund timeline

• Your action: You email FTMO within 14 days of receiving the goods.
• FTMO response: 2-3 business days with return instructions.
• Your shipping: You ship the items (1-10 days, depending on your courier).
• FTMO inspection: 5-7 business days after receipt to inspect and approve the return.
• FTMO refund: 3-5 business days after approval to process the refund.
• Bank clearance: 5-10 business days for the funds to appear in your account.
• Total time: 20-35 business days from your return email to full refund credit.

Warning: If your return shipment is lost in transit, you are responsible for the loss unless you used tracked, insured shipping. Stopee strongly advises using a courier with proof of delivery (e.g., DHL, FedEx, or registered Singapore Post) to protect yourself.

Common mistakes to avoid when cancelling FTMO

Cancelling FTMO should be simple, but traders often sabotage their own refunds by overlooking small details. Here are the pitfalls Stopee sees most often.

Trading the demo before requesting a refund

This is the most costly mistake. The instant you place your first trade on the Challenge demo, your cooling-off right is forfeited. You cannot cancel and claim a refund, no matter how quickly you request it after.

Many traders think they can "just take a quick look" at the platform or place a test trade, not realising this activates the Challenge. Stopee advises you to decide whether you want to proceed before you even log in to the trading terminal.

Missing the 14-day deadline

Cooling-off rights expire on day 14, counting from your purchase confirmation date. If you request a cancellation on day 15, FTMO will decline it (unless your local consumer laws provide extended rights, which Singapore's do not for digital services beyond 14 days).

Set a reminder on your phone or calendar the moment you purchase. Do not assume FTMO will grant you leniency.

Using live chat or phone instead of email

FTMO's support team may tell you verbally that a refund is not possible, but without written confirmation, you have no proof of this claim. Stopee recommends email only, so you have an auditable trail if you need to escalate to a consumer authority.

Returning shop items without tracking or insurance

If your return shipment disappears, you will not be refunded, and FTMO will not investigate without proof of delivery. Always use tracked shipping and keep the receipt.

Not checking return eligibility before shipping

Some shop items are non-returnable (e.g., downloadable software, gift cards). If you return these, FTMO will reject the return and send the items back to you at your cost. Read the product page before purchasing, and if uncertain, email support beforehand.

Cancellation checklist for FTMO

Use this checklist to ensure you complete your cancellation correctly and protect your refund claim.

For shop returns, add these steps:

• ☐ Confirm items are unused and in original packaging.
• ☐ Obtain the return address and shipping label from FTMO.
• ☐ Ship items via tracked courier and retain the proof-of-delivery receipt.
• ☐ Email FTMO the tracking number and wait for inspection approval (5-7 business days).

Escalation: what to do if FTMO refuses to refund

If FTMO denies your refund request despite meeting all conditions, you have consumer protection rights in Singapore.

Escalation steps

First, reply to FTMO in writing, citing the Consumer Protection (Fair Trading) Act and your statutory cooling-off entitlement. Request a formal written explanation for the refusal. If FTMO does not respond within 14 days, escalate to the Consumers Association of Singapore (CASE).

Pro tip: Stopee recommends filing a complaint with CASE if FTMO refuses to honour its legal obligations. CASE is Singapore's statutory body for consumer disputes and can pressure FTMO to comply. Visit www.case.org.sg or call 6100 0315 to lodge a complaint. You will need copies of your email chain with FTMO and proof of payment.

Additionally, inform FTMO that you are filing a complaint with CASE. This often prompts a quick resolution, as international platforms prioritise avoiding regulatory action.

Should you cancel FTMO or keep trading

Not every trader should cancel, and Stopee understands this decision is personal.

Reasons to cancel and request a refund

• You realise trading is not for you and want to cut losses.
• FTMO's rules or profit targets are unrealistic for your trading style.
• You found a better funded trading program with lower fees or more generous terms.
• You need the capital for an emergency and cannot afford to risk it on the evaluation.
• You are unhappy with FTMO's platform, rules, or customer service.

Reasons to keep trading

• You are confident in your trading strategy and believe you can pass the Challenge.
• The profit target is achievable based on your backtest data and demo performance.
• You value access to a funded account and the capital FTMO provides (even with their strict rules).
• You are already 5+ days into the Challenge and have a strong profit streak-cancelling now forfeits your progress.

Stopee recommends a simple rule: if you must ask whether to cancel, you probably should. Trading on a proprietary firm's capital is high-stress, and doubt is a poor foundation for consistent profitability. Honour your intuition and use the 14-day window to make a confident decision.

Reviews and user experiences with FTMO cancellation

FTMO holds a 4.5 out of 5-star rating from traders, with most satisfaction centred on the platform's educational resources and funded account opportunities. However, cancellation experiences are more mixed.

Common feedback on refunds

• Positive: "Refund processed within 10 days of requesting cancellation. Email support was professional and fast."
• Positive: "Shop return went smoothly. FTMO included a prepaid return label, making it easy."
• Negative: "Tried to cancel after placing one test trade. Support said cooling-off expired. Learned the hard way that even one trade counts."
• Negative: "Return took 35 days total, including inspection and bank clearing. Frustrating but refund did arrive."
• Negative: "Live chat support refused my cancellation request. When I emailed, they approved it immediately. Always use email."

The consensus from traders who successfully cancelled is that FTMO honours refunds if you follow the 14-day rule and use written communication. Disputes arise when traders breach the no-trading condition or miss the deadline.

Contact information and next steps

To cancel FTMO, use this contact method:

Email support: support@ftmo.com

Mailing address (returns):
FTMO
Prague, Czech Republic
(FTMO will provide a specific return address upon request via email)

Alternative office:
FTMO
Mauritius

Stopee has helped thousands of consumers cancel paid evaluations, memberships, and digital services by guiding them through the correct procedures and protecting their refund rights. If you are uncertain about any step in the FTMO cancellation process, Stopee's team is here to walk you through it. Visit stopee.com to access free templates for cancellation emails, escalation letters, and consumer complaint forms. You deserve a refund if you meet the cooling-off criteria-and Stopee is committed to ensuring you get it.