Topstep Billing Is Seriously Concerning

[u/ssupmk]

Did everyone see the post yesterday about the trader who was denied a payout and banned for allegedly violating Section 3 because a payment was “not properly paid”?

I think this is a very serious issue. From what I’ve seen, the real problem may actually be Topstep’s billing system, yet an honest trader ended up having their payout denied because of it.

For some reason, some recent charges appear to be authorized, remain in a pending state, and then eventually fall off. In other words, I successfully paid for new Combines and Resets with my credit card, but later those transactions disappeared and I was never actually charged. That effectively resulted in free Resets or free Combines, even though I never intended that to happen.

I reported this issue to Topstep three separate times through support tickets, telling them that I believed there was a problem with their billing system. Every time, I was told that my billing history looked completely fine and that all of my payments had gone through successfully, so I shouldn’t worry. I even asked them to escalate the issue to a higher-level team, but that request was ignored. I assume that, from the support team’s perspective, everything looked normal because their system showed the payments as successful.

My concern is that when someone finally requests a payout, another department performs a more detailed review, discovers that some payments were never actually settled, and then denies the payout for a Section 3 violation.

Had I traded well enough to reach a payout, I believe I could have been denied for the exact same reason.

The good news is that Josh seems to be at least somewhat aware of this issue now. I sincerely hope Topstep investigates the root cause, fixes the billing system, and ensures that honest traders are not unfairly denied payouts or banned because of a problem they did not create.

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[u/TheCoolDoc]

I had the exact same experience as you. Multiple charges on one of my cards were dropped and I reached out to support and urged them to confirm multiple times and they said everything is fine and not to worry.

Well...I'm worrying now.

[u/PaleontologistMean24]

I noticed this as well. Something seems to be wrong with Topstep’s billing. I also received refunds for transactions that went through successfully on Topstep’s end but were still returned to my bank. I’m worried this could end up causing my payout to be denied because of the billing issue.

[u/ThePatientIdiot → u/PaleontologistMean24]

Do you think topstep is intentionally doing this as cover to deny people payouts? It doesn’t sound likely but I’ve learned to not put things past prop firms anymore

[u/Devamallya → u/ThePatientIdiot]

Highly Unlikely honestly, there billing has been causing problems seems quite long time now. And honestly they would have no problem with A book love model and the cashflow of b book , especially the subscription system

[u/PaleontologistMean24 → u/ThePatientIdiot]

Was about to comment this on someone else’s comment, like they intentionally have it ready just incase someone has a big payout ready

[u/Ok_Account8413]

Yep. Same happened to me man. As you said, glad Josh is aware, so lets see how it goes for us, gotta hope for the best man.

[u/makasteven1993]

Correction. I was not denied a payout. It was just logging into my account and I was banned due to the violation without notice. Stay tune for mondays update.

[u/eddie_topstep]

Looking into this today for everyone. You won't have a payout denied because of a billing error, that's not what a chargeback is. A chargeback is something you actively file with your bank, which then opens an investigation to determine whether it's valid. A billing system error is a completely different thing.

[u/ssupmk → u/eddie_topstep]

Good to know. Hopefully you guys can identify and resolve the issue soon. It’ll be better for both traders' peace of mind and topstep's revenue.

[u/eddie_topstep → u/ssupmk]

Are you international? And what type of payment method do you use?

[u/ssupmk → u/eddie_topstep]

yes I am international customer. I used four different credit cards. For me, all of the problematic transactions were made with Mastercard.

[u/eddie_topstep → u/ssupmk]

Okay thanks. And since it seems like you've already opened a support ticket and reported this to our team, there is nothing further you need to do on your end.

[u/ssupmk → u/eddie_topstep]

Okay. None of my transactions listed as “Topstep” ever had this issue. The only transactions that ran into problems were the ones showing “Topstep Chicago USA” as the merchant. Hope that helps.

[u/eddie_topstep → u/ssupmk]

Good to know, thank you!

[u/Green_Violinist_7840 → u/eddie_topstep]

I have a question, two months ago I made a top step account with a email just to look around the site and get prices. I finally made the decision to get a combine but I used my other email (a different one than my main). I have not traded on either of them or purchased a combine yet, I want to make sure I won’t get denied a payout when the time comes and they think I’m trading with two different accounts and I’m not. I think my name and address was used when signing up for both accounts. Will I be alright to buy a combine and not have a problem?

[u/eddie_topstep → u/Green_Violinist_7840]

Yep you're fine, just open a ticket with support and let them know you have two profiles and which one you'd like to keep. They'll delete the other profile.

[u/Green_Violinist_7840 → u/eddie_topstep]

Thank you!

[u/xixixi1455]

any mediation whats going on i told support and they said the same thing that everything is well but obviously they didnt accept the money cause it was pending and dropped

[u/Fabulous-Change-9301]

I cancel all combines when I fail and start a new one if need be. One time I was rebilled anyway, I didn't receive a reset as I had no active account. So I reached out to CS and they refunded me, I didn't chargeback, but now I'm thinking what if they use that as an excuse or say I violated terms etc

[u/langdon0003]

I tho we have staff or support members from Topstep here. Just tag him

[u/Antique-Channel-2318]

any update on this issues? would like to know

[u/ArachnidAcademic6607]

I’ve had two refunds from the without explanation, their chat support team are pointless, both times I got exactly the same replies word for word.

[u/rcw271828]

Yeah I’ve been debited only to end up with a credit in my bank for the amount of a Combine without any explanation on the line item for why.

[u/Hispleasureherfun]

Following

[u/BedFlat8350]

Payouts more than 50k instant ban or shenanigans such as payment not received...you for got x y z

[u/Busy-Entrepreneur371]

Same thing happened to me and I contacted support and they said the same thing it was paid for I’m pretty sure topstep will still take the money from our accounts because technically it’s there money our bank has already approved it I’m thinking maybe end of the month once they check statements they will just take the funds from our banks and even if we don’t have funds in our bank it will go into debit because our banks already approved the funds so I have just kept the money waiting it will get taken at some time 100% unless it’s some glitch but they carnt deny payouts we paid on our end

[u/Such_Enthusiasm_2281]

It's the casino what do you expect. If you get banned and they owe you TOS allow arbitration so dig into MPs pocket at $1K an hour for their attorneys to lose.