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Common login and authentication errors

Updated

Overview

This article lists the most common login and authentication errors you may encounter on the Client Portal or in MetaTrader 4 and 5, along with their meaning and the most effective resolution for each.

For platform-specific troubleshooting, see the dedicated Client Portal and MetaTrader troubleshooting articles linked in the Related Articles section.

Step-by-step instructions

Find your error message in the list below for the recommended next step:

  1. Identify the exact error message you see — wording matters.
  2. Match it to the entries in the Troubleshooting section below.
  3. Follow the recommended action.
  4. If your error is not listed or the action does not resolve it, contact Customer Experience with a screenshot of the error message and your account number.

Troubleshooting

Below is a quick reference of common error messages and what to do:

  • "Incorrect email or password" (Client Portal)

    • Confirm the email address is correct and Caps Lock is off. Use Forgot Your Password? to reset if needed. After several failed attempts, your account may be temporarily locked for 30 minutes.

  • "Account locked" (Client Portal)

    • Triggered by multiple failed login attempts. Wait 30 minutes — the lockout will release automatically. If still locked after that, contact Customer Experience.

  • "Account disabled" (Client Portal)

    • Indicates that your account requires manual review (often for verification or compliance). Contact Customer Experience to resolve.

  • "Invalid Account" (MT4 / MT5)

    • Usually wrong broker, wrong server, or wrong credentials. Confirm INGOT SC Ltd is the broker, INGOTSC-Server is the server, and you are using your trading account number (not your email).

  • "Authorization Failed" (MT4 / MT5)

    • The trading account password is incorrect. Verify with your welcome email or reset the trading account password from the Client Portal.

  • "No Connection" (MT4 / MT5)

    • Network or server issue. Check your internet connection, confirm INGOTSC-Server is selected, and try restarting the app.

  • "Verification code expired"

    • 2FA codes expire within a minute or two for security. Request a new code and enter it promptly.

  • "Too many login attempts"

    • A protective measure after repeated failures. Wait 30 minutes before trying again, or reset your password to avoid further failed attempts.

  • "Email not registered"

    • The email you entered is not on file. Confirm the correct email, or contact Customer Experience if you cannot remember which address you registered with.

  • "Session expired"

    • For security, sessions expire after a period of inactivity. Log in again.

Frequently asked questions

Q: What information should I include when reporting an error?

A: A screenshot of the exact error message, the platform (Client Portal, MT4, or MT5), the device and operating system, your account number, and a brief description of what you were doing when the error appeared.

Q: Are all these errors related to my account?

A: Not necessarily. Some errors (No Connection, Session expired, browser-related issues) are environmental rather than account-specific.

Q: What should I do if the same error keeps reappearing?

A: Capture a screenshot, note the time, and contact Customer Experience. Recurring errors usually indicate a specific account or platform issue our team can investigate.

Q: Can I be permanently locked out?

A: No client is permanently locked out without cause. Any extended restriction is reviewed by our team and resolved after identity verification or compliance steps.

Related articles

  • Troubleshooting Client Portal login issues
  • Troubleshooting MetaTrader login issues
  • How to enable or disable Two-Factor Authentication
  • What to do if you do not receive login emails