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1. 1. I can’t log in to My FXOpen.

   When you log in to My FXOpen 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 password. (Сase sensitive! Please, keep the lowercase and uppercase letters).

   If this data is correct, you might have set an IP filter. The IP filter allows access to My FXOpen 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 [email protected] or contact our Live Chat.

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

   Click File → Login to Trade Account in the MetaTrader. Check if you type the correct information in the following fields:

   • 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 from [email protected];
   • Server. You will see the drop down list with all FXOpen servers. Please, select the server that was stated in the registration e-mail from [email protected]. 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, contact our Live Chat or send an e-mail to [email protected] and ask which server should be used with your account.

   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 [email protected]. The account will be made active again within 24 hours.

   Important: Balance under $50 is NOT restored on activating an unused account.

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3. 3. I forgot my e-mail and can't log in to My FXOpen. How can I recover it?

   To recover your eWallet email (login):

   1. Click Forgot password or login in the Login window.
   2. Select Email from the Type of account data list.
   3. Indicate any e-mail address you would like the recovery information to be sent to.
   4. Enter your Account Number. If you do not remember your FXOpen eWallet number (eWallet), you may enter number of any of your trading account attached to your eWallet.
   5. Upload your ID and proof of address (See document scan requirements).
   6. Indicate your phone number. Make sure you indicated your phone number correctly. Probably FXOpen Support Service will need to contact you on the phone to confirm the Recovery process.
   7. Type your comments if necessary.
   8. Click Submit.

   

   Your recovery request will be processed within a day.

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4. 4. I forgot my password for eWallet and can't log in to My FXOpen. How can I recover it?
   
   

   To recover your eWallet password:

   1. Click Forgot password or login in the Login window.
   2. Choose Password in the Type of account data list.
   3. Enter you email address registered with FXOpen eWallet.
   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 new eWallet password. Click Save to complete the procedure.

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

      

   
   

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

   To recover your eWallet password:

   1. Log in My FXOpen with the social network through which you've registered an account.
   2. Click Settings → Change eWallet Password. 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 My FXOpen with the social network credentials or entering the email and generated password.

   
   

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6. 6. I forgot my PIN code. How can I recover it?

   To recover your eWallet PIN code please follow these steps:

   1. Select Settings → Data Recovery in My FXOpen.
   2. Select eWallet in the Recovery for list.
   3. Select PIN code in the Recovery for list.
   4. Upload your ID and proof of address (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 My FXOpen 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.

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7. 7. I forgot my Trader Password. What should I do?

   To recover one of your passwords for a trading account:

   1. Select Settings → Data Recovery in My FXOpen.
   2. Select a trading account in the Recovery for list.
   3. Select the password type (Trader Password) in the Recovery for list.
   4. Upload your ID and proof of address (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.

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8. 8. How can I create my Investor Password?

   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.

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

   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 password.

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

    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.

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11. 11. How can I change the password for My FXOpen (I remember the current password)?

    To change My FXOpen password:

    1. Select Settings → Change eWallet Password in My FXOpen.
    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 My FXOpen. Refresh the page, if necessary.

    

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

    To change the PIN code:

    1. Select Settings→ Change Pin Code in My FXOpen.
    2. Enter the old and new PIN code, confirm the new PIN code and click Change.

    

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

    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.

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