Customer Support mishandling & loss of fund issue

Getting Started with Alpaca
1

There is an issue which was mishandled and loss of funds was taken by myself and customer support is not helping. Please advise whom to contact in this regards.

2

@Emmi Apologies for the support issues you’re having. What is the support ticket number? I can take a look and have your request prioritized.

3

Hi
My ticket number is
321865

Thank you.

Imran

4

@Emmi The basic issue is that Pakistan is not currently supported jurisdiction for crypto trading. The funds were credited back to the source address. You should have received a response from customer support yesterday on 2026-07-15 at 21:26 EDT providing more details.

5

Dan
That’s fine if crypto is not supported by Alpaca. I should have been informed or automatically blocked. Also I needed to be informed when transferring funds back to my account.

I forwarded the fund from another brokerage firmFxPro which supports crypto in my country but their sending and receiving wallets are different.

Alpaca initially didn’t inform me that Pakistan is not supported but how crypto wallets were opened. Alpaca should have blocked it in the first place. Let’s suppose Ok that’s fine for one instance. but when sending back fund alpaca support should ask or reconfirm the wallet address by emailing me.

Now I cannot receive my 900 usdt as it was send without my consent to the source address and I don’t have access to it. FxPro claims that deposit address is different.

Please tell me how can i access 900 usdt. funds.

Imran

6

@Emmi Alpaca simply returned the funds to the source that sent them to Alpaca. More than likely you will need to work with the source of those funds (FxPro) to work this out. However, you can reply to the Alpaca support email you received. Perhaps cut and paste what you posted above. They may have some other information.

7

Already talked with FXpro several times . They are saying their system is automated. Fault is from the senders side.

8

I had a look through the terms and the documentation because I was curious about this.

The only thing I could find regarding supported regions for crypto trading is this:

I couldn’t find a list of allowed or prohibited countries in the Terms of Service themselves.

To me this feels more like a process issue than anyone making a huge mistake.

If Pakistan isn’t supported for crypto trading, then ideally the platform should prevent those users from onboarding for crypto in the first place, or at least not enable the crypto wallet feature. Once deposits are possible, it’s understandable that a customer assumes everything is fine.

On the other hand, I also think there should be a very clear warning on the crypto deposit page that deposits should only be made from a self-custody wallet if there’s any chance funds could later be returned to the sender address. A lot of people deposit directly from another exchange and probably don’t realize a returned transaction may never make it back to their account automatically.

Personally, I think the safer flow would be:

  • Lock the account if a compliance issue is found.
  • Ask the customer to provide a withdrawal address they control.
  • Return the remaining funds to that address.
  • Once the account is cleared, disable or close it.

That seems like it would avoid this kind of situation entirely while still allowing the platform to meet its compliance obligations.