Frequently Asked Questions

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. 

If you have encountered any issues upon registration, profile verification, or logging into your account, we have a list of common topics that may help you resolve the issue. 

If your issue is not listed here or not adequately resolved, please suggest the topic so that we may add it to this page, or contact Support for further assistance. 

Common topics:

• Why can't I register an Tradingpro account?
• Why can't I set a password during registration?
• Why can't I upload verification documents?
• Why can't I log into my Client Portal

Why can't I register an Tradingpro account?

Registering for an Tradingpro account only needs a valid email address and working phone number from the country of residence chosen. To begin, you will only need to enter an email address and create a password to create your client portal; adding a phone number to the account happens at a later stage.

You may be encountering one of the following errors if facing an issue with registering an account:

• Email is already connected to an account
• Enter a valid email address

Email is already connected to an account 

Note: If you are seeing this error, this email address has already been used to register with Tradingpro and cannot be used again. 

To fix this, you may:

• Try to recover your client portal password from here.
• se a different email address to register. 

Enter a valid email address

Do make sure that you have entered your email address correctly and completely without any additional spaces or characters that may have been entered unintentionally.

If you are seeing this error, hit the Enter button on your keyboard in the email entry field to get a tip on what exactly needs to be changed/fixed. 

Why can't I set a password during registration?

Setting up or resetting a password is simple and easy. The basic requirements for you to keep in mind while setting up your client portal password are:

• Must contain 8-15 characters
• Must contain both uppercase and lowercase letters (example of uppercase letters - A,Z; example of lowercase letters - a,z)
• Must contain a combination of numbers and English letters (example - 123Happy)
• If including special characters, you can choose from the following: # [ ] ( ) @ $ & * ! ? | , . / I am running a few minutes late; my previous meeting is running over. ^ + - _

The website has a helpful color-coding feature for you to identify which requirements are being met and which aren’t. 

Once you enter a password, the requirements will change color to green or red to indicate whether they have been met/not met respectively. Moreover, you will only be able to click the Continue button once all requirements show up in green. 

Why can't I upload verification documents?

Here are a few tips to ensure a smooth upload of your verification documents:

1. Do make sure to completely fill in your Economic Profile before proceeding to submit your documents for POI (Proof of Identity) verification. You will need to prepare documents for POI verification. For example, identity card, Driving Lisence, Passport.
2. Your file size should not be greater than 64 MB. If this limit is exceeded, the document will fail to be uploaded for verification.
3. You have already made a submission: If you have already submitted a document for verification, you cannot make a new upload until the submission has been reviewed. Please wait for the email regarding the status of your document before uploading a new one. You can also check this from the verification status bar at the top of the main screen in your client portal.

   

Why can't I log into my Client Portal?

Here is a checklist to help you troubleshoot the issue of being unable to log into your client portal.

1. Username check

The username to log into your Client Portal is your registered email address. Do not enter any trading account number or your name as the username.

1. Password check

You need to use the Client Portal password set at the time of registration to successfully log in.

While entering the password, do ensure that there are no additional spaces and typos, and check if Caps Lock is turned on as passwords are case-sensitive.

If you have forgotten your password, you can reset it by clicking this link to reset your client portal password.

1. Login troubleshooting

You may encounter issues when logging in to your client portal, even with the correct login details entered. Clear your cache and cookies from your browser, and try again, or try logging in from a different browser.

1. Account check

If you have applied for your account to be terminated with tradingpro in the past, you cannot use that client portal anymore. Moreover, you cannot use that email address to register again. Create a new client portal with a different email address to register with us again.

We hope you find this helpful. In case of any further issues, do not hesitate to contact Support with a screenshot of the error page. 

An alternative to clearing your browser’s cache and cookies when troubleshooting for network or browser-related issues would be to use the incognito tab in your preferred browser.

Here’s how to open the incognito tab on various browsers.

• Desktop Browsers
  • Windows
  • Mac
• Mobile Browsers
  • Android
  • Apple

A general shortcut for the incognito tab for most browsers is Ctrl + Shift + n (Windows, Linux, Chrome OS) or ⌘ + Shift + n (Mac). If this does not work, find your browser’s directions below. Also, it is highly advised that you update your browser to the latest version to make use of the directions below. 

Desktop Browsers

Windows

Google Chrome:

1. On your computer, launch Chrome.
2. Click on the 3 dot menu in the top right corner.
3. Select New Incognito Window.
4. A new incognito window will appear.

Firefox:

1. On your computer, launch Firefox.
2. Click on the menu button in the top right corner.
3. Select New Private Window from the options displayed.
4. A new private window will appear.

Microsoft Edge:

1. On your computer, launch Microsoft Edge.
2. Open the Edge Menu in the top right corner of the browser window.
3. Select New InPrivate window.
4. A new window will appear.

Opera:

1. On your computer, launch Opera.
2. Open the File in the top left corner of the browser window.
3. Select New private window.
4. A new window will appear.

Mac

Safari:

1. Launch Safari.
2. Click File and select New Private Window.
3. A new private window will appear.

Google Chrome:

1. Launch Chrome.
2. Click on the 3 dot menu in the top right corner.
3. Select New Incognito Window.
4. A new incognito window will appear.

Mobile Browsers

Android

Chrome:

1. On your Android phone or tablet, open the Chrome app.
2. Tap the 3 dot menu at the right of the address bar.
3. Tap on New Incognito tab.
4. A new window will appear.

iOS

Safari:

1. Launch Safari on your iOS device.
2. Tap the Tabs button on the bottom right corner of your screen.
3. Tap the [number] Tabs or Start Page to show the Tab Groups list.
4. Tap Private.
5. The Private Browsing Mode will be launched.
6. Tap on the + icon to open a new private window. 

To check your IB status, follow these steps: 

1. Log in to your client area, navigate to the "Tools" section 
2. Proceed to the partnership menu, 
3. Then access the dashboard. 
4. Here, you will find information about your IB status, providing insights into your current standing within the partnership program.