Quick fixes for the most common platform and trading issues
Even the most advanced trading platforms occasionally encounter issues. This comprehensive troubleshooting guide covers the most common problems traders face and provides step-by-step solutions. Most issues can be resolved quickly with these tips, but remember, our support team is always available 24/7 if you need additional assistance.
Having trouble accessing your account? These are the most common login issues and their solutions.
If you're unable to log in, work through these steps:
1. Check Your Credentials • Ensure you're using the correct email address • Remember that passwords are case-sensitive • Check if Caps Lock is accidentally enabled • Try typing your password in a text editor to verify it's correct
2. Clear Browser Cache • Clear your browser's cache and cookies • Try using an incognito/private browsing window • Disable browser extensions that might interfere • Try a different browser entirely
3. Password Reset • Use the 'Forgot Password' link on the login page • Check your email (including spam folder) for reset instructions • Follow the link promptly as it expires for security reasons • Create a new, strong password
4. Account Status • Your account may be temporarily locked after multiple failed attempts • Wait 30 minutes before trying again • Contact support if you believe your account was locked in error
2FA issues are common but easily resolved:
Lost Access to 2FA Device • Use your backup codes if you saved them • Contact support with your account details • Be prepared to verify your identity • Set up 2FA on a new device once access is restored
2FA Codes Not Working • Check your device's time settings - they must be accurate • Ensure you're using the correct authenticator app • Wait for a new code to generate if the current one is about to expire • Try manually syncing time in your authenticator app
Backup Code Issues • Each backup code can only be used once • Codes must be entered exactly as shown • Request new backup codes after using several • Store backup codes securely offline
Experiencing slow performance or platform glitches? Here's how to optimize your experience.
If the platform is running slowly:
1. Check Your Internet Connection • Run a speed test to verify your connection • Minimum recommended: 10 Mbps for optimal performance • Try connecting via ethernet instead of Wi-Fi • Restart your router if speeds are below normal
2. Browser Optimization • Update to the latest browser version • Clear cache and browsing data • Disable unnecessary browser extensions • Close other tabs to free up memory • Try our recommended browsers: Chrome, Firefox, or Safari
3. Device Performance • Close unnecessary applications • Restart your device if it's been running for days • Check available storage space • Ensure your device meets minimum requirements • Consider using our mobile app for better performance on older devices
4. Platform Settings • Reduce the number of active price feeds • Disable advanced animations in settings • Use simplified chart views if needed • Limit the number of open positions displayed
For stability issues:
Immediate Steps • Refresh the page (Ctrl+F5 or Cmd+Shift+R) • Clear browser cache and cookies • Restart your browser • Try a different browser
Persistent Issues • Check for browser updates • Disable hardware acceleration in browser settings • Increase browser memory allocation • Scan for malware that might interfere • Contact support with error details
Mobile App Crashes • Force close and restart the app • Clear app cache in device settings • Uninstall and reinstall the app • Ensure your device OS is updated • Free up device storage space
Issues with placing or managing trades require immediate attention. Here's what to do.
When orders won't execute:
1. Check Market Status • Verify the market is open for your asset • Check for trading halts or suspensions • Confirm you're within trading hours • Look for any market notifications
2. Verify Order Details • Ensure you have sufficient funds/margin • Check if price limits are realistic • Verify order type is appropriate • Confirm lot size meets minimum requirements
3. Account Restrictions • Check for any account warnings or messages • Verify your account is fully verified • Ensure you haven't exceeded daily limits • Confirm no pending margin calls
4. Technical Issues • Try canceling and re-entering the order • Switch between market and limit orders • Use a different device or browser • Contact support for urgent trades
If prices or balances seem incorrect:
Price Issues • Refresh your browser to update prices • Check if you're viewing the correct market • Verify you're looking at the right timeframe • Compare with external price sources • Remember prices update in real-time
Balance Discrepancies • Allow time for recent trades to settle • Check your transaction history • Look for pending orders tying up funds • Verify no open positions affecting margin • Review any fees or charges applied
Missing Funds • Check if funds are in different currency wallets • Look for pending deposits or withdrawals • Verify no holds on your account • Review recent trading activity • Contact support with specific details
Problems with charts can impact your trading decisions. Here's how to resolve them.
When charts won't load:
Quick Fixes • Refresh the page • Clear browser cache • Check internet connection • Try a different timeframe • Switch chart types
Advanced Solutions • Disable browser ad-blockers • Allow JavaScript for our domain • Update graphics drivers • Try lower resolution settings • Use basic chart mode
Indicator Issues • Remove and re-add indicators • Check indicator settings • Verify data availability • Try default parameters • Limit number of indicators
For data-related problems:
Missing Historical Data • Some assets have limited history • Try a shorter timeframe • Check if market was closed • Verify asset trading dates • Contact support for data requests
Real-Time Data Delays • Check your subscription level • Verify market data permissions • Look for exchange delays • Try reconnecting to data feed • Use alternative data sources
Incorrect Data Points • Report anomalies to support • Check for stock splits or dividends • Verify correct symbol selected • Look for corporate actions • Compare with official exchange data
Mobile-specific issues often have simple solutions.
App Won't Open • Force close and restart • Restart your device • Check for app updates • Reinstall if necessary • Verify device compatibility
Login Problems • Check internet connection • Verify correct credentials • Try Wi-Fi instead of cellular • Clear app data/cache • Use password manager for accuracy
Sync Issues • Pull down to refresh • Check account settings • Log out and back in • Verify time zone settings • Enable background refresh
Notification Problems • Check device notification settings • Verify app permissions • Enable push notifications in app • Check Do Not Disturb settings • Test with a different notification type
Poor Connection • Switch between Wi-Fi and cellular • Move to area with better signal • Enable airplane mode briefly • Reset network settings • Contact carrier for issues
Data Usage Concerns • Enable data saver mode • Download charts for offline viewing • Limit real-time updates • Use Wi-Fi when possible • Monitor data usage in settings
Account-related issues often involve security or verification requirements.
Document Issues • Ensure documents are clear and complete • Check file size and format requirements • Verify all information matches • Resubmit if requested • Contact support for status updates
Common Delays • High volume periods • Additional review required • Document quality issues • Information mismatches • Regulatory requirements
Expediting Verification • Provide all documents upfront • Respond to requests promptly • Use high-quality scans • Ensure consistency across documents • Contact support for urgent needs
Trading Restrictions • Complete all verification requirements • Check for outstanding documents • Verify no regulatory holds • Review account notifications • Contact compliance team
Withdrawal Limitations • Verify account is fully verified • Check for trading requirements • Ensure no security holds • Complete any pending verification • Review terms and conditions
Temporary Suspensions • Usually for security reasons • Check email for instructions • Respond to security queries • Verify recent activity • Work with support team
Payment issues require careful attention to resolve quickly and securely.
Immediate Checks • Verify payment was sent successfully • Check correct account details used • Allow for processing time • Look for email confirmations • Check transaction reference
Common Delays • Bank processing times (1-3 days) • International transfers (3-5 days) • Weekend and holiday delays • First deposit additional checks • Large amount verifications
Resolution Steps • Provide transaction proof • Include reference numbers • Contact sending bank • Work with support team • Be patient with bank timings
Pre-Withdrawal Checks • Verify account is verified • Check for minimum amounts • Ensure correct details provided • Look for pending requirements • Review withdrawal limits
Processing Delays • Standard processing times apply • Additional security checks • Bank verification required • International transfer time • Holiday banking delays
Failed Withdrawals • Check rejection reasons • Verify bank details • Ensure compliance with terms • Provide requested documents • Contact support for assistance
These universal tips can help resolve many issues before they become problems.
Regular Maintenance • Keep browsers updated • Clear cache weekly • Update apps promptly • Restart devices regularly • Monitor system performance
Account Security • Use strong passwords • Enable all security features • Keep contact info current • Save backup codes safely • Review account regularly
Optimal Setup • Use recommended browsers • Maintain stable internet • Keep devices updated • Use official apps only • Follow platform guidelines
Contact Support Immediately For: • Unauthorized account access • Missing funds or trades • Platform errors during trading • Urgent verification needs • Security concerns
Information to Provide: • Account details (not passwords) • Specific error messages • Screenshots if possible • Time and date of issue • Steps already tried
Support Channels: • Live chat for quick questions • Email for detailed issues • Phone for urgent matters • Help center for common questions • Community forum for tips
Most technical issues can be resolved quickly using this guide. Remember:
• Stay Calm: Technical issues are temporary and fixable • Be Systematic: Work through solutions step by step • Document Issues: Keep notes for support if needed • Seek Help: Don't hesitate to contact support • Learn and Prevent: Understanding issues helps avoid them
Our platform is designed for reliability, but technology can occasionally have hiccups. By following this guide, you'll be able to resolve most issues quickly and get back to what matters most – your trading.
If problems persist after trying these solutions, our support team is available 24/7 to provide personalized assistance. We're committed to ensuring your trading experience is smooth and uninterrupted.
