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Troubleshooting Client Portal login issues

Updated

Overview

If you cannot log in to the INGOT Client Portal, this article guides you through the most common causes and resolutions.

The most frequent reasons are: forgotten passwords, incorrect email entries, temporary account lockouts, or browser-related issues.

Step-by-step instructions

Run through these checks in order to resolve most Client Portal login issues:

  1. Confirm you are entering the email address registered to your INGOT account.
  2. Ensure Caps Lock is off — passwords are case-sensitive.
  3. If your password is forgotten, use the Forgot Your Password? link to reset it.
  4. If multiple incorrect login attempts have triggered a lockout, wait 30 minutes and try again.
  5. Clear your browser cache and cookies, or try a different browser or private/incognito window.
  6. If the issue persists, contact Customer Experience.

Troubleshooting

For specific issues, see the detailed solutions below.

  • You are sure your password is correct but cannot log in

    • Check Caps Lock, confirm the email address, and make sure you are on the official INGOT Client Portal page. Try resetting the password if the issue continues.

  • Your account is locked

    • Wait 30 minutes — lockouts after multiple failed attempts unlock automatically. If still locked, contact Customer Experience.

  • The page will not load or behaves unexpectedly

    • Clear your browser cache and cookies, try a different browser, or use private/incognito mode. Disable any browser extensions that might interfere.

  • You can log in on one device but not another

    • This usually indicates a device or browser issue rather than an account issue. Update the browser on the affected device and try again.

  • You lost access to the email registered to your account

    • For security, email changes require identity re-verification. Contact Customer Experience with a clear photo of your government-issued ID (front and back) and a selfie of you holding the ID.

  • You think your account has been compromised

    • Contact Customer Experience immediately. If you can still log in, change your password right away and review recent account activity.

Frequently asked questions

Q: How long does a lockout last?

A: Most lockouts unlock automatically after 30 minutes. If you remain locked out, contact Customer Experience for assistance.

Q: What is the difference between locked and disabled?

A: A locked account is a temporary security measure (usually from failed login attempts). A disabled account requires manual review by our team — typically related to compliance, verification, or security flags.

Q: Will repeated reset attempts lock my account?

A: Requesting password resets does not lock your account. Only repeated failed login attempts do.

Q: Can I use the Client Portal on mobile?

A: Yes. The Client Portal works in any modern mobile browser. Most features are also available in the mobile trading app.

Related articles

  • How to reset your Client Portal password
  • Difference between Client Portal and Trading Account credentials
  • Common login and authentication errors
  • What to do if you do not receive login emails