How to identify and fix the issue?
Please note that the reason for the platform malfunction may be local. Please follow these recommendations:
Errors in the web version
Clear the cache/cookies in your internet browser settings and refresh the platform page.
Disable antivirus/firewall and other security software if installed. Then refresh the platform page.
Check if the platform works in another internet browser (for example, Mozilla Firefox).
Errors in the mobile application
Clear the cache on the device and/or reinstall the application.
Change the internet access point (if you are using mobile data, switch to Wi-Fi).
What should I do if I urgently need to close trades, but the issue cannot be resolved?
If you have open positions but cannot close them due to a platform malfunction, please contact us by phone at +44 745 641 78 28.
You will need to provide your account number and login (email address). Specialists will help you identify what is happening with your account and close the positions if necessary.
What should I do if the platform is not working properly and I cannot call?
To provide specialists with information about your issue, please send an email to [email protected] and attach a screenshot or video with a detailed description of the issue.
What information needs to be provided?
If you use the web version of the platform
A screenshot or video of the issue with a detailed description, including the date and time it occurred.
Have you checked if the platform works in other browsers? If so, which ones?
Go to the page where the issue occurred and press the F12 key on your keyboard to open the developer console. Go to the "Console" tab and take a screenshot showing the issue you encountered and the contents of the "Console" tab. Then go to the "Network" tab and take a similar screenshot. The screenshots should be attached to the request and sent to [email protected].
If you use the mobile application
Screenshot(s) of the issue with a detailed description and indication of the date and time it occurred.
Have you tried changing the internet access point?
Have you tried reinstalling the app?
Type of your mobile device, operating system version, and the version of the installed app.