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Troubleshooting MetaTrader login issues

Updated

Overview

If you are having trouble logging in to MetaTrader 4 or MetaTrader 5, this article walks you through the most common causes and how to resolve each one.

Most MT4 and MT5 login failures fall into one of four categories: wrong broker or server, wrong credentials, connectivity issues, or app version problems.

Step-by-step instructions

Work through the checks in order — most issues are resolved at one of the first three steps:

  1. Confirm the broker is set to INGOT SC Ltd and the server to INGOTSC-Server.
  2. Confirm you are using your trading account number (not your email address) and the password from the welcome email titled "It's Official: You're a Trader!"
  3. Check your internet connection and try restarting the app.
  4. If the issue continues, update the MT4 or MT5 app to the latest version.
  5. If still unresolved, contact Customer Experience with the exact error message and your account number.

Troubleshooting

Detailed troubleshooting for each error type is below.

  • "Invalid Account"

    • Typically caused by wrong server, wrong broker, or using your Client Portal email instead of your trading account number. Confirm INGOT SC Ltd is the broker, INGOTSC-Server is the server, and you are using your numeric trading account number.

  • "Authorization Failed"

    • The password is incorrect. Check the welcome email for the original trading password, or reset your trading password from the Client Portal.

  • "No Connection"

    • Check your internet connection. Confirm the server is INGOTSC-Server. Try restarting the app, switching networks, or rebooting your device.

  • INGOT not found in broker list

    • Type the full name "INGOT SC Ltd" in the broker search. Update the app to the latest version. If still not found, reinstall the app.

  • App crashes during login

    • Clear the app cache or reinstall the app. Confirm your operating system is up to date.

  • Login works on desktop but not mobile (or vice versa)

    • Confirm both apps are on the latest version and you are using identical broker and server selections. Credentials are the same across devices — there is no separate mobile or desktop credential.

Frequently asked questions

Q: What error message should I report to support?

A: Send the exact error message as displayed (a screenshot is ideal), along with your trading account number, the device and operating system you are using, and the platform (MT4 or MT5).

Q: Can my account be blocked from MetaTrader specifically?

A: In rare cases, accounts may be temporarily restricted for compliance or security reasons. If you suspect this, contact Customer Experience.

Q: Why does MT4 work for my friend but not for me?

A: Most often the issue is account-specific (credentials or server) rather than platform-specific. Confirm your specific account number, password, and server selection.

Related articles

  • How to log in to MetaTrader 4
  • How to log in to MetaTrader 5
  • How to find the correct server (INGOTSC-Server)
  • Common login and authentication errors