Problems logging in
If you're unable to log in to our mobile trading app, please go to the app store where you download your apps and check that you're using the latest version of our app. You may first need to force-close the app to make sure that it isn’t running in your device's background.
If you are still experiencing issues, please contact our client management team at clientmanagement@cmcmarkets.ca.
First, try clearing your browser cache and logging in again. Below are instructions on how to clear your cache in Chrome and Safari. If you use a different browser, such as Firefox or Microsoft Edge, please check its support site for instructions.
How to clear your cache
In Chrome:
Select the three dots at the top right of your browser window, then choose Delete browsing data. Alternatively, you can press the Ctrl, Shift and Delete keys.
Choose a time range, like ‘Last hour’ or ‘All time’.
Select the types of information you want to remove.
Select ‘Delete data’.
In Safari:
Select the Safari menu in the top left hand corner next to the Apple symbol.
Choose ‘Settings’.
In the new dialogue box that opens, select ‘Privacy’.
Select the ‘Manage Website Data’ button.
To remove cached data and cookies from your computer, choose ‘Remove all’.
In the new dialogue box that opens, select ‘Remove Now’.
Wait a few moments, then choose ‘Done’ and close the dialogue box.
If, after clearing your cache, you're still having issues logging in, here are some other things you can try:
Sometimes clients have browser-specific issues. Try logging in using a different browser to see if the issue persists.
If you receive a message stating 'The login details you have entered do not match our records', it means that the email address and/or password you entered do not match the registered details for your account. Check that you’ve entered your registered email address and password correctly. If the issue persists, consider resetting your password via the ‘Forgot password?’ link on the login page.
Contact our customer service team who will do their best to assist you. From Canada, call 1-866-884-2608 whenever the markets are open, from Sunday night through to Friday night, or email us at clientmanagement@cmcmarkets.ca
If you’ve tried clearing your cache, logging in with a different browser, and resetting your password, but you’re still having issues accessing your account, it would be helpful if you could provide the following information when you contact us:
Account ID and email address
A summary of the problem you're experiencing
Date and time when the issue occurred
Screenshots of any error messages you may have received
Desktop PC users: the operating system and browser you're using
Mobile app users: the handset and operating system you're using
Whether you're on a wired or wireless connection
Whether you’ve tried replicating the issue on another computer, and whether or not that login attempt was successful