As a new trader at Lucid, I was wanting to add a second prop firm to my trading day. I was impressed by Lucid because the rules and approach seemed to mimic my absolute favorite prop firm that I can't mention here. I bought 2 accounts. The first account was halfway to the profit goal, the second account breached the morning of a Tradovate issue. I was itching to buy more accounts, but decided to wait and see how the Tradovate issue would be handled. I contact support immediately. After a day of waiting, my ticket was closed with a canned response, without ever addressing my initial question. I tried responding to the closed ticket, but no one came back. A day later I go to the Discord, where I am told to open another ticket, so I do. I get the same canned response about the first account and no answer on the breached account I was asking about. So I go back to the Discord, and explain my situation. I am again told to open another ticket. I reply to the first two tickets in frustration and explained that they weren't addressing my support question, and opened another ticket as instructed by 'Bones' on Discord. On day 3, I got the exact same canned response from 'Rick' in support about the wrong account. I was so frustrated. Since this firm is in direct competition with the best prop firm ever that I trade with, I did not expect such dismissal from this prop firms support team. But that is what I got. I went back to the Discord, very frustrated and the same support person, Rick, who handled the support tickets comes into the Discord chat. He posts all of my trades from that morning, throwing all kinds of blame my way for opening multiple tickets and after shaming me, then explained that I was 2 minutes outside of the outage window when it breached. I try to explain that I was told to open the tickets and I asked why that explanation was not provided in any of the tickets about my account?! I was then timed out from interacting on the Discord for 7 days!! Silenced, just for trying to get some support on my account. It felt vindictive. So I went to the CEO's, AJ, X account and posted a plea that he contact me because this is wrong and how companies lose business and maybe he should know his support team is rude. No response, comment after comment, and I can't get his attention and there is no way to contact anyone else except for Rick through email. I don't buy more accounts. This morning, I check the Lucid Discord, since I am no longer banned, and I see the the CEO, AJ, made a post, directly calling out another trader, showing his trades and publicly bashing him in Discord regarding hedging. That is most unprofessional, especially coming from the CEO. That trader could have easily misunderstood the rules. I am no longer interested in this firm. They are not a direct match or even good alternative for the best firm that is out there. Lucid has some major internal work to do if they want to succeed in this business. ~Just one traders experience.
As a new trader at Lucid, I was wanting to add a second prop firm to my trading day. I was impressed by Lucid because the rules and approach seemed to mimic my absolute favorite prop firm that I can't mention here. I bought 2 accounts. The first account was halfway to the profit goal, the second account breached the morning of a Tradovate issue. I was itching to buy more accounts, but decided to wait and see how the Tradovate issue would be handled. I contact support immediately. After a day of waiting, my ticket was closed with a canned response, without ever addressing my initial question. I tried responding to the closed ticket, but no one came back. A day later I go to the Discord, where I am told to open another ticket, so I do. I get the same canned response about the first account and no answer on the breached account I was asking about. So I go back to the Discord, and explain my situation. I am again told to open another ticket. I reply to the first two tickets in frustration and explained that they weren't addressing my support question, and opened another ticket as instructed by 'Bones' on Discord. On day 3, I got the exact same canned response from 'Rick' in support about the wrong account. I was so frustrated. Since this firm is in direct competition with the best prop firm ever that I trade with, I did not expect such dismissal from this prop firms support team. But that is what I got. I went back to the Discord, very frustrated and the same support person, Rick, who handled the support tickets comes into the Discord chat. He posts all of my trades from that morning, throwing all kinds of blame my way for opening multiple tickets and after shaming me, then explained that I was 2 minutes outside of the outage window when it breached. I try to explain that I was told to open the tickets and I asked why that explanation was not provided in any of the tickets about my account?! I was then timed out from interacting on the Discord for 7 days!! Silenced, just for trying to get some support on my account. It felt vindictive. So I went to the CEO's, AJ, X account and posted a plea that he contact me because this is wrong and how companies lose business and maybe he should know his support team is rude. No response, comment after comment, and I can't get his attention and there is no way to contact anyone else except for Rick through email. I don't buy more accounts. This morning, I check the Lucid Discord, since I am no longer banned, and I see the the CEO, AJ, made a post, directly calling out another trader, showing his trades and publicly bashing him in Discord regarding hedging. That is most unprofessional, especially coming from the CEO. That trader could have easily misunderstood the rules. I am no longer interested in this firm. They are not a direct match or even good alternative for the best firm that is out there. Lucid has some major internal work to do if they want to succeed in this business. ~Just one traders experience.
