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Name that you have on your VLoad account must match with the name on your trading account with us. It must be a 100% match, including capital/lower case letters, first, middle and last name, otherwise, the system will produce an error during processing.
To rectify this error, please take a screenshot of your VLoad account where we can see your first and last name (page showing Tier level) and email it directly to firstname.lastname@example.org
Colleagues from the Finance department will assist you further.