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Mahi Support Procedures: Fast-Track Investigations

Standard Support Procedures

For actionable support tasks/issues please raise a ticket via mfx-support@mahifx.com

  • Filled or published price queries

  • Slippage queries

  • Understanding execution decisions

  • Toxic counterparties

Urgent Support Procedures

Any incident that needs urgent investigation can be raised to the Mahi team via slack, events to be raised may include (but not limited to):

  • Sudden drop in P&L (this is also monitored by the team)

  • Dropped connections

  • Increased number in cancellations

To aid the team in finding the trades in question, Echo links are shareable and urls maintain any filters applied. If you are unable to locate the trades in Echo, please ensure you are providing as much information about the trades as possible.

Useful information to help locating trades in Echo is:

  • Timestamps

  • Counterparty/Account ID

  • Instrument

  • Order/Client Trade IDs


Emergency Support Procedure


We provide support to our clients 24 hours a day, 5 days a week. In the event that you're unable to get in contact with the team via slack please call us on: +44 (0)203 397 1825 (UK) or +64 (0)32 880389 (NZ)

You must have Author or Collection Owner permission to create Guru Cards. Contact your team's Guru admins to use this template.