Logins, Passwords and Data recovery

Logins, Passwords and Data recovery

  1. 1. I can’t log in to the Client Portal.

  2. When you log in to the Client Portal using your login and password (not social networks), check if you type the correct information in the following fields:
    • Login – your e-mail registered with  FXOpen;
    • Password – FXOpen account password. (Сase sensitive! Please, keep the lowercase and uppercase letters).

    If this data is correct, you might have set an IP filter (on the Settings/Profile > Security > IP Access List page).
    The IP filter allows access to the  Client Portal only from the specified IP addresses. It’s a good security measure if you have a static IP address. But if your IP address is dynamic (or you are not sure about its type), please DO NOT add your IP filter to the White list of addresses!

    To switch off the IP-filter, please send a request to
    Customer Support or contact our Live Chat FXOpen Live Chat (FXOpen Markets Ltd),  FXOpen AU Live Chat (FXOpen AUS),  FXOpen UK Live Chat (FXOpen UK), and  FXOpen EU Live Chat (FXOpen EU).


  3. 2. I can’t log in to the MetaTrader.

  4. Click  File → Login to Trade Account  in the  MetaTrader. Check if you type the correct information in the following fields:
    1. Login – trading account number.
    • Password – Trader’s password (Сase sensitive! Please keep the lowercase and uppercase letters). To avoid any mistakes, we recommend to copy and paste your Trader's password from the registration e-mail;
    • Server. You will see the drop down list with all  FXOpen  servers. Please, select the server that was stated in the registration e-mail. If the server that was recommended to you is not in the list, type the server name as in the registration e-mail (for example - real3.fxopen.com:443). If you haven’t saved this e-mail message, please use our Live Chat or send an e-mail to Customer Support  and ask which server should be used with your account.
      You can find all the required contacts in the ABOUT US > Contact Us section on the company's website.

    Your account may have been put to archive because you haven’t logged in it for 90 days or more (MetaTrader  logins). In this case you may:

    • open a new account with a different e-mail address;
    • e-mail a request to activate your account (mention the account number) to Customer Support service. The account will be made active again within 24 hours.

    Important:  Balance under $50.00 is NOT restored on activating an unused account.


  5. 3. I forgot my password for eWallet and can't log in to the Client Portal. How can I recover it? 


  6. To recover your  eWallet password:

    1. Click Forgot password in the Login window.
    2. Enter you email address registered with FXOpen eWallet.
    3. Enter anti-spam code if required.
    4. Click Submit.


    5. Click the confirmation link in the e-mail you will receive in a few seconds. The link is active for 24 hours.
    6. You will be redirected to the password recovery page to generate or create a new eWallet password. Click Save to complete the procedure.
      Record your new password and keep it safe.



    Note:  If you created a password recovery request and then logged in to the Client Portal with the old password, the password recovery link sent to your email becomes invalid.


  7. 4. I forgot my password for main account (eWallet). How can I recover it if I signed up with a social network?

  8. To recover your  eWallet password:
    1. Log in the Client Portal  with the social network through which you've registered an account.
    2. Click  Settings → Change eWallet Password  in  the  Client Portal menu. Fill in the form:
      • check the email which will be used as a login.
      • generate a password or enter your own secure combination.
      • enter your PIN code.
      • click Verify to complete the procedure.

    3. Your password will be created successfully.

    Note:  Having generated a password a User will be able to log in to the Client Portal with the social network credentials or entering the email and generated password.


  9. 5. I forgot my PIN code. How can I recover it?

  10. To recover your  eWallet PIN code  please follow these steps:
    1. Select Settings → Data Recovery (Profile  → Forgot PIN or password) in the Client Portal menu.
    2. Select FXOpen  Main account  in the  Account number  list.
    3. PIN code will be selected by default.
    4. Upload your National ID card/Passport or Driving license (See document scan requirements).
    5. In the Comment  field, enter the most convenient time for a call in GMT.
    6. Click Submit.

    7. Your PIN code recovery request will be processed within a day. After that you will receive an email with a confirmation link.
    8. Click the link to continue the recovery procedure. You will be redirected to the Client Portal  to get your new PIN code.
    9. Click the "Activate Pin code"  button to make your new PIN Code valid.
      The PIN code will be shown only once! Please keep it in a safe place.

    In case your request is rejected, you will receive an email with the admin comment. Create a new recovery request following this comment.


  11. 6. I forgot my  Trader Password. What should I do?

  12. To recover one of your   passwords  for a trading account:
    1. Select Settings → Data Recovery  (Profile  → Forgot PIN or password) in the Client Portal menu.
    2. Select a trading account in the Account Number list.
    3. Trader Password will be selected by default.
    4. Upload your National  ID card/Passport or Driving license (See document scan requirements).
    5. In the Comment field, enter the most convenient time for a call in GMT.
    6. Click Submit.

    You recovery request will be processed within a day.


  13. 7. How can I create my Investor Password?

  14. To create  Investor Password  for your trading account, please take the following steps:
    1. Log in to the MetaTrader with your Master (Trader) Password.
    2. Select Tools → Options  in the main menu, then tab  Server.
    3. Click Change.
    4. Select the password you want to change (Investor Password). Enter a new password and confirm it.

  15. 8. I’ve logged in to my account in the MetaTrader, but the New Order button isn’t active (it’s grey).

  16. You have logged in with your  Investor’s password. Click File → Login to Trade Account in the MetaTrader and log in again using your Trader’s passwod.

  17. 9. How can I change my Master (Trader) / Investor Password?

  18. To change the Master (Trader) / Investor Password  for your trading account, take the following steps:
    1. Log in to the MetaTrader  with your  Master (Trader) Password.
    2. Select Tools → Options  in the main menu, then tab Server.
    3. Click Change.
    4. Select the password you want to change. Enter a new password and confirm it.

  19. 10. How can I change the password for the Client Portal (I remember the current password)?

  20. To change the password:
    1. Select  Settings/Profile → Change eWallet Password  in the Client Portal menu.
    2. Enter your old and new passwords, confirm the new password, enter the PIN code and click Change.
      You will be automatically logged out. Please enter your credentials with the new password and sign in to the Client Portal. Refresh the page, if necessary.


  21. 11. How can I change the PIN code for eWallet (I remember the current PIN code)?

  22. To change the PIN code:
    1. Select Settings→ Change Pin Code   in the  Client Portal  menu.
    2. Enter the old and new PIN code, confirm the new PIN code and click Change.


  23. 12. What is the difference between the Trader’s password and the Investor’s password?

  24. There are two passwords for each trading account:
    • Trader Password: Is used for trading on the MetaTrader  platform.
    • Investor Password: Can only be used to log in to MetaTrader. This is a "read-only" password. With this password, you can only view the account state (balance, profit, loss, open positions, the account history, etc.), but you can not trade or make any changes to the account.



    • Related Articles

    • Accounts

      The screens in this article are based on the Android operating system. iOS screens may differ slightly. The Accounts screen allows you to manage all your accounts registered and accessed with the application. The account you are currently logged in ...
    • MT4 Android: Accounts

      When you run MT4 on your mobile device for the first time, choose if you want to: Login to an existing account: Select this option to log in with a previously opened account. Open a demo account: Select this option to open a new demo account. To open ...
    • User Profile & Settings

      The User Profile contains general information about the trading account, common settings of the Web Terminal, and the Level 2 panel settings. To open the User Profile window, click the nickname next to the TickTrader ECN account number. If you ...
    • MT5 Android: Accounts

      When you run MT5 on your mobile device for the first time, you can log in to an existing account or open a new Demo account. Important: Only ECN trading accounts are currently supported in MetaTrader 5. To open a new real account, log in to the ...
    • SMS notifications

      You can enable SMS notifications about events. Select Settings/Profile → SMS Notification in the Client Portal. Enter your mobile phone number and click Submit. Enter the verification code sent to your phone number and click Confirm. Select the ...