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Login Issues

Having trouble accessing your account? Here’s how to quickly resolve the most common login issues and get back to trading.

1. Verify Your Login Credentials

Double-check the basics first:

  • Ensure your email address and password are entered correctly.

  • Passwords are case-sensitive — verify Caps Lock is off.

  • Avoid using autofill if it’s pulling old credentials.

Tip: If you signed up using Google, use the “Sign in with Google” option instead of entering credentials manually.

2. Reset Your Password

If you can’t remember your password or see an “Invalid Credentials” message:

  1. Click “Forgot Password?” on the login page.

  2. Enter your registered email.

  3. Check your inbox for a reset link (including spam/junk folders).

  4. Follow the link to create a new password (min. 8 characters).

3. Account Not Found or Inactive

If you receive a “User not found” or “Inactive account” message:

  • Make sure you’ve completed your registration via the confirmation email.

  • If your account is new, check that you’ve verified your email — accounts remain inactive until confirmed.

  • If the issue persists, contact support (see “Who to Contact” page).

Note: Unverified or deactivated accounts cannot access the dashboard until reactivated by the support team.

4. Two-Factor Authentication (2FA) Issues

If 2FA is enabled and you’re locked out:

  • Ensure your device’s time settings are synced (incorrect device time may cause invalid codes).

  • Try using your backup codes if your authenticator app isn’t working.

  • If you’ve lost access to your authenticator app, contact support for secure identity verification.

📸 Graphic Placement: Example of 2FA entry prompt and backup code panel.

5. Browser or Device Conflicts

If you can’t log in even with correct credentials:

  • Clear browser cache and cookies.

  • Try logging in via incognito/private mode.

  • Disable browser extensions that may block JavaScript or cookies.

  • Test another device or browser to isolate the issue.

Recommended: Chrome or Safari on desktop for best performance.

6. Still Having Trouble?

If you’ve tried the above steps and still can’t log in:

  • Visit the Help Centre → Who to Contact section.

  • Provide your registered email and a screenshot of any error message.

  • Our support team typically responds within a few hours.

Still Need Help?

→ Trade Not Executing → Bot Not Responding → Who to Contact

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