MT4 Troubleshooting

  • What should I do if MT4 cannot connect?

    If your MT4 platform has no connection, please check through the following list of troubleshooting tips to try and eliminate common problems:

    • No internet: Please check your wifi is connected or network cable is plugged in.
    • Your proxy server or local network connection may be blocked. If this is the case, you will need to ask your System Administrator for the proxy server address and the port used to connect the internet. once you have this information, enter it into MetaTrader:
      • Go to the "Tools" menu and select "Options" > "Server". Check "Enable proxy server" and click "Proxy..."
      • Enter the proxy server address and port, followed by your MetaTrader login and password.
    • Your computer has a firewall program or antivirus software blocking the port. This may need to be disabled in order to continue.
    • You have an outdated version of the MT4 platform. To see what version you are using, go to the “Help” menu and select “About”. Updated versions of MT4 can be downloaded from the AxiTrader Client Portal and the AxiTrader website. Our Client Experience team can also send you direct download links via email or Live Chat.

  • What does the "Invalid Account" notification mean?

    If you receive an Invalid Account notification, please consult the following troubleshooting tips:

    • Incorrect login number: confirm the number is the same as the one provided in the welcome email you received when you first opened your account
    • Incorrect password: if you have not changed your password, check that the password matches the one provided in the welcome email you received when you first opened your account. If you have changed your password but can't remember it, click here to reset.
    • Incorrect server: to check that you are connected to the right server, use the dropdown menu to see a list of available servers. If you are unsure over the server, please check your welcome email. If your preferred server is not visible, refer to the platform FAQs for a full list of servers that can be copied into the platform.
    • Account no longer exists: your account may have been closed. Please contact our Client Services team for support, or to open a new account.

  • What does the "Trade is disabled" notification mean?

    Here are some common reasons for a trade being disabled (please also see the "Market Closed" section).

    • Trading closed due to a holiday – normal trading schedules can be interrupted during national holidays and other days of significance. To check scheduled trading breaks for specific instruments, please refer to our Product Schedule.
    • Trading was closed due to a force majeure or unforeseen event.
    • Your account has not yet been activated – to check the status of your account, please speak to your Account Manager or our Client Experience team.

  • What does the "Old Version" notification mean?

    If you are running an older version of MT4, it will need to be updated before you can continue trading. To check the current version of MT4 you are running, click “Help” in the main menu then “About” to display the latest build number.

    To update your platform, download the latest version of MT4 from the AxiTrader Client Portal or AxiTrader website. You can also contact our Client Experience team via phone, email or Live Chat and they can send you a direct download link.

  • MetaTrader 4 Connectivity Issues

    Common causes for connectivity issues include Antivirus software, firewalls and even your Internet Service Provider (ISP). Because there can be multiple reasons, please check the following:

    • Check on another computer or device to see if the issue is limited to your current computer or device
    • Try disabling any active Antivirus software
    • Try a different internet connection

  • Why am I seeing a "Not Enough Money" notification?

    This message will only appear when entering into a position if you do not have enough free Margin to pay the Initial Margin for the position.

    In order to increase the margin, you will need to deposit funds, increase the leverage, reduce the volume of your proposed trade or close out any existing trades that are utilising existing margin.

  • What does the "Market Closed" notification mean?

    This message will appear when the securities are not tradable due to markets being closed. This can be due to scheduled closures, public holidays or a force majeure.

  • What are "Off Quotes"?

    Because Off Quotes can be attributed to a number of technical reasons, we would recommend contacting our Client Experience team to assist with your specific query via live chat, phone or email.

  • What is an Invalid Stop Loss (SL) or Take Profit (TP)?

    Some of the most common reasons for an invalid Stop Loss and Take Profit include:

    • Stops are too close to the opening price. Stops must be placed 2 pips away from the entry price.
    • Stop levels are incorrectly formatted e.g. too many figures/decimal places.
    • You may be trying to set your SL or TP level in the wrong place in relation to the current market price.