If your question relates to how to use a specific feature of the platform, please refer to our OANDA Desktop Trading user guide.
Below are some common issues and solutions encountered when using OANDA Desktop Trading.
When logging in, please keep the following in mind:
1. Note the message you receive when you try to log in.
If you have received the message “Your OANDA Trade account is locked. Please contact OANDA customer service”, you will need to contact us by phone, chat or email for logging in assistance. Otherwise please proceed to step two.
2. Ensure that you have selected the correct platform (live or practice)
3. Try resetting your password
If you have attempted to reset your password and still cannot log in, we suggest you double-check that you are logging in with the correct username.
If you are not receiving any emails when you attempt to reset your password or recover your username, we suggest checking/trying other email addresses as you may have registered your OANDA account with a different email address. Always remember to check your junk mail too.
If, after trying all these steps, you still cannot log in, please contact a member of our customer service team by phone, chat or email.
Are you using the live or practice desktop platform icon? back to top
The desktop platform icons for live and practice accounts are different. Please see the image below to differentiate between the live and practice platform icons.
The platform is taking long to load or is not responsive back to top
1) Clear Java temporary cache files
As the temporary files on your computer are built up over time, it can cause performance to slow when using the trading platform. Please shut down the platform and follow the steps below to clear your Java temporary files.
If you cannot locate Java according to the steps below, please download the latest version of Java via their official Java website.
2) Restart your computer
If removing the temporary Java files does not solve your problem, please restart your computer before launching the platform again.
If completing the above steps does not improve performance, you could try uninstalling the existing Java program from your computer via the instructions below. Next, restart your computer before downloading a new version via the official Java website.
The platform is not functional, or chart profiles are not saving back to top
If you cannot locate Java after following the steps below, please download the latest version of Java via the official Java website.
If you already have Java installed on your computer, you may want to uninstall the existing Java program from your computer and restart your computer before downloading a new version via the official Java website.
2) Reinstall Java
3) Remove all OANDA temporary files from your computer.
If reinstalling Java does not resolve the issue, uninstall the OANDA desktop platform and follow the steps below to remove all temporary files from your computer. Next, restart your computer and re-download the desktop platform.
How to upload platform logs for further diagnosis back to top
If you are experiencing an issue that requires further diagnosis, our software engineers will investigate the problem using the information you provide and get back to you via email. If you have followed the troubleshooting guide above and the problem persists, please send us a copy of your Java logs by following the instructions below.
The platform cannot connect, but my internet is working back to top
Perform a traceroute connection test
If your internet is working but the platform cannot connect, please perform the following connection test as it will identify where the problem is. The problem may be between your local internet service company and our trading server in the New York NY4 data centre.