Why isn't MT4 working and how do I reset my MT4 password?
If MT4 isn’t working, it’s most probably down to a login issue. First check whether you’re getting any of the following messages:
On desktop
Take a look at the bottom right of the platform for an ‘invalid account’ or ‘no connection’ message.
On mobile
If you’re using the mobile app, check to see if you’re ‘disconnected’ at the top of the settings menu.
If you see any of these messages, you’re probably not logged in correctly. Try these troubleshooting steps to resolve the issue:
Check your login: your MT4 login is different from your IG username – it’s either a five or six digit account number, with no letters.
Check your password: your MT4 password also differs from your IG password. You would have received it via email when you added your MT4 account. If you’re unable to find it, or you’ve changed it and forgotten it, please contact us and we’ll send you a new password. You can then change this if you want.
Check the server: if you created your MT4 account after November 2020, then it’s likely your account will be on the ‘IG-Live 2’ server. Any accounts opened prior to this time will be on the ‘IG-Live’ server. You should have received an email from us when the account was opened indicating which server to use. Once you know which server you should be using, it’s easy to check if you’re on the correct one.
On desktop
Go to ‘file’ and select ‘log into trade account’. The below window should pop up, where you can select the correct server.
On mobile
Go into settings and select ‘log in’ to choose the server you want to access.
As well as checking that you’re on the correct live server, it’s worth making sure you’re not trying to log into a demo server.
How to check if you’re logged in
If you’ve successfully logged in, you will see the prices in the ‘marketwatch’ section on the left-hand side of MT4 updating and the connection box will look like this:
Lastly, if it’s still not working, check our platform status page to ensure MT4 is up and running.
