Problems logging in to CFD platform

Questions

Answers

  • What information should I have available before contacting you about log in problems?

    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.

  • How do I obtain information for log in problems?

    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.

  • I am having issues logging in to the mobile application. What can I do?

    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. 

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