Frequently Asked Questions

Difficulty accessing your trading terminal commonly stems from incorrect login details or connectivity issues. We will assist you in addressing these issues and provide guidance on the appropriate steps to rectify them.

Trading Account Credentials

When logging into your trading terminal, whether it's MT4 or MT5, you need the following credentials:

• Trading account number
• Trading account password
• Trading account server

Entering any of these inaccurately may lead to an Authorization Failed or Invalid account error. If you're having difficulty locating your credentials, refer to this link for guidance on finding your trading terminal login and server information.

It's crucial to ensure that you log in to MT4 with an MT4-based trading account and MT5 with an MT5-based trading account, or the login will fail. 

Internet Connectivity

No Connection: This can result from various issues, and we'll help you troubleshoot them.

• Unstable Internet: 
  • Run a speed test to identify potential issues.
  • Double-check your internet cables for secure connections.
  • Reset your modem/router by turning it off for at least 5 seconds and then turning it back on.
  • Rescan for trading servers by clicking on the connection bar in the bottom right-hand corner of your trading terminal and selecting the "rescan servers" option.
  • Ensure your Firewall and Antivirus Software aren't blocking your trading terminal's internet connection.
  • To resolve Firewall issues, follow these steps:
    • Add MT4 or MT5 to your Firewall and Antivirus Software exceptions.
    • Disable your firewall and attempt to log in again.
  • You can also try using the IP address to log in; if you lack these details, the Trading Pro Support team can assist you.

Common Error: This might be due to server-side issues.

Typically, this error resolves on its own, so it's advisable to wait and attempt to log in again after some time. If the issue persists, consider the following steps:

• Restart the trading terminal.
• Reinstall the trading terminal.

If these measures do not resolve the login problem, please contact our Support Team for further assistance. 

Deposits and withdrawals are accessible around the clock, seven days a week. Nonetheless, there might be instances where a deposit does not show up instantly. This delay could be attributed to various factors, including, but not limited to, inherent constraints of the selected payment method. 

 Follow the steps below to ensure the processing of your deposit:

A. Check Transaction History

1. Log in to your Client portal.
2. Navigate to Trader's Menu > Funds > Transaction History.
3. Utilize the type filter to choose "deposit."
4. Identify the transaction; details such as the deposit creation time, payment method, status, and deposited amount are displayed.
5. Clicking on the transaction will provide additional details, offering insights into how your deposit is being processed.

B. Refer to our website for estimated processing times or explore more information on payment methods.

If your deposit surpasses the designated processing time, reach out to Trading Pro Support with the following details:

1. Confirmation of your deposit (e.g., a screenshot of bank statements showing the deducted funds).
2. Date of deposit.
3. Amount and payment method. 

Awaiting withdrawals can be a source of frustration, particularly when the cause of the delay is unclear. Here are some factors that may contribute to the waiting period:

Processing Time: Certain payment systems may have specific processing times. It's important to check the duration required for funds to reflect in your Client portal based on the chosen payment system. For instance, credit card refunds may take up to 10 business days.

You can find these processing times in the Payment Systems section of the Help Center. Locate your country of residence and review the details for the specific payment system.

To track the status of your transaction, navigate to the Fund section in your Client portal and select Transaction History. Here, you can categorize transactions by status and type (Deposit, Withdrawal, or Transfer).

If your withdrawal surpasses the maximum processing time, contact Trading Pro Support through your Helpdesk in Client portal or email Support. Provide the following information with your inquiry:

1. Client ID or registered email address
2. Requested amount
3. Withdrawal date
4. Bank or account statement, depending on your used payment system (covering the period from the withdrawal date to the current day). 

Encountering challenges in depositing funds into your Trading Pro accounts can be attributed to various factors, including your chosen payment method and account verification status.

If you face difficulties in depositing funds, please follow this troubleshooting checklist:

1. Ensure that your Trading Pro account is fully verified, as incomplete verification may impose restrictions on deposits.
2. Verify that your selected trading account aligns with the specified minimum and maximum deposit amounts.
3. Check if your chosen payment method has specific minimum or maximum deposit requirements and adjust the deposit amount accordingly to meet these criteria.
4. Take note that the availability of payment methods depends on the registered country of residence in your Client portal, and certain methods may be unsupported. If this is the case, explore alternative payment options within the deposit section of your Client portal, considering the supported systems in your country.

If deposit issues persist, please contact our Trading Pro Support Team for further assistance, providing the following details:

• Your trading account number.
• The type of payment method used for the deposit.
• Screenshot of any error message received, if applicable. 

Some account settings and actions require the verification by your set security type. 

However if you do not receive this verification code promptly, it can be frustrating. Here are some things you can do to troubleshoot this issue.

When registering an account

If you are not receiving a verification code by email during registration:

• Check your spam/trash folder.
• Try resending the code.
• Clear your browser’s cache/cookies, then try to register an Tradingpro account again.
• If you have a VPN service running, turn it off as it may cause latency issues or delay of the verification code.
• Finally, if all else fails, try a different browser; for example, if you’re using Chrome, try Firefox or Edge.

When transacting in your client portal

If you are not receiving a verification code by email for trading account transactions:

• Confirm your security type is set to email when you log in you client portal and open the Settings tab.
• Once confirmed that it is the registered email address of your security type, kindly check your spam/bin area for the verification code.
• If this still does not work, try the resend code option and check again.
• Clear browser cookies/cache if you still don’t receive the verification code, then repeat the request and wait for one hour.
• If you have a VPN service running, turning it off may help if the issue is latency related.
• As a final troubleshooting solution, try using a different browser for the transaction just to see if this corrects the issue; if you’re using Chrome, try Firefox or Edge for example.

If the issue still persists, please do not hesitate to contact Support for further assistance.