Problems logging in

If after attempting the above you are still having issues accessing your account via our mobile app, it would be useful to obtain the following information before contacting our Client Management team to help improve resolution times for issues:

• Account ID and email address
• A summary of the problem you are experiencing
• Have you tried replicating the issue on another machine? If so was it successful?
• Date and time when the issue occurred
• Screenshot of any error message you may have received
• Which operating system and browser are you using?
• If using the mobile application, which handset and operating system are you using?
• Are you on a wired or wireless connection?
• Which Internet Service Provider are you using?

If you’re not sure about your system configurations, please go to www.whatismybrowser.com where you will be able to send all of the relevant information by email directly to our Client Management team.

If, after attempting the above, you are still having issues accessing your account via our mobile app, it would be useful to obtain the following information before contacting our Client Management team to help improve resolution times for issues:

o    Account ID and email address

o    A summary of the problem you are experiencing

o    Have you tried replicating the issue on another machine? If so was it successful?

o    Date and time the issue occurred

o    Screenshot of any error you may have received

o    What operating system and browser are you using?

o    If using the mobile application, what handset and operating system are you using?

o    Are you on a wired or wireless connection?

o    What Internet Service Provider are you using?

If you're not sure of your system configuration, please go to www.whatismybrowser.com where you will be able to send all of the relevant information by email directly to our Client Management team.

Clear your browser cache and try to log in again. Here's how you can clear your browser cache:

Internet Explorer

1. Open Internet Explorer
2. In the upper right-hand corner, click 'Tools'
3. Select 'Internet options' from the drop down menu
4. Within the 'Browsing history' section click on 'Delete'
5. Check the 'temporary internet files', 'cookies' and 'history' boxes
6. The 'form data', 'passwords' and 'In Private filtering data' boxes may be left un-checked. You can check them to delete this data 
7. Click 'delete'
8. When finished, click OK to return to your Internet Explorer window
9. Close the Internet Explorer window and reopen

Chrome

1. Click the Chrome menu on the browser toolbar
2. Select 'more tools'
3. Select 'clear browsing data'
4. In the dialogue that appears, select the tick boxes for the type of information you want to remove (defaults should suffice)
5. Use the menu at the top to select the amount of data you want to delete. Select 'beginning of time' to delete everything
6. Click 'clear browsing data'
7. Restart your browser

Firefox

1. Click the menu button and choose 'options'
2. Select the 'advanced' panel
3. Click on the 'network' tab
4. In the 'cached web content' section, click 'clear now'
5. Restart your browser'

Try logging in using another browser

Sometimes clients have browser-specific issues. You should try logging in using another well-known browser (such as Google Chrome or Mozilla Firefox) to see if the issue still persists.

Ensure you have correctly selected the live or demo option

You may have inadvertently selected the wrong option before selecting login.

Confirm you are using the correct product URL: 

If unsure, visit our website and select 'login' for the correct product: CFD.

Confirm that the password and username are entered correctly

If you receive the following message: 'Your account login has failed...' it means that the email address entered has not been recognised by the system. Ensure that it has been entered correctly with no additional characters.

If you receive a message stating: 'The login details you have entered do not match our records' it means that the password does not match the registered email address for your account. Re-check the password entered and if the issue still persists, consider resetting your password via the 'Forgotten password?' link on the log in page.

If you find that you're unable to log in to the platform via your mobile device, please ensure that you have upgraded to the latest version of our app via the relevant app store. If you have our app running in your device's background, but find that you can't log back into the platform, you may need to force close the app and reopen it for this to work.