MT4 platform troubleshooting guide
 

If your question relates to how to use a specific feature of the platform, please refer to the OANDA MT4 platform user guide.
 
Below are some common issues and solutions to problems users often encounter when using the MT4 platform.
How can I install MT4 on my Mac computer? back to top

Please refer to the official guide on how to install MT4 on Mac computers, written by MetaQuotes Software Corp.

How to reset the MT4 account password back to top

You can reset the MT4 password on our website according to the instructions below:

1. Click on 'My Account'
2. Click 'Reset MT4 account password'
3. Select your specific MT4 account
4. Enter your new password, and then confirm it below
5. Click 'Submit' to complete the password reset. 


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I don't see my assigned MT4 server on the log in window back to top

Please follow the steps below to refresh your server list and log in if you do not see your assigned MT4 server on the log in window.

1. 
Click on ‘File’
2. 
Click on ‘Open an Account’
3. 
Click on the ‘+’ symbol
4. 
Type in ‘OANDA’
5. Press the ‘Enter’ key on your keyboard
6. 
Your server list will be refreshed. Now click on your assigned server.
7. 
Click ‘Next’
8. 
Click on ‘Existing Trade Account’
9. 
Enter your log in ID and password
10. 
Click ‘Finish’
to complete the log in.

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'Invalid account' error message back to top

The MT4 platform will display the ‘Invalid account’ error message if you have entered the incorrect log in ID, password or server.

Please refer to the steps below to resolve your log in problem.

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1. Double check your log in ID and assigned
server
2. If your log in ID and server are entered correctly, please reset your MT4 account password before logging in
again.


'No connection' error message back to top

The MT4 platform will display the error message ‘no connection’ if you just installed the platform and have not attempted to log in, or if your platform server list needs to be refreshed.

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Please refer to the steps below to resolve your log in problem.
 
1. Double check your log in ID and assigned server
2.
Refresh your server list and log in again. 

'Common error' error message back to top

The MT4 platform will display the ‘Common error’ message if there is a technical problem with the platform.

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Please refer to the steps below to resolve the problem.

 
1. It is possible that your platform is experiencing a server log in problem. Please refresh your server list and log in again.
2. You may wish to reinstall your MT4 platform.

'Off quote' error message back to top

The MT4 platform will display the error message ‘off quote’ if there is an issue with the order you have attempted to place.
 
1. Click 'Mailbox'
2. Detailed reasons will be shown in the picture below.

 
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Please refer to the 'mailbox' tab for details on why your order was rejected

How to submit the MT4 platform log for further investigation back to top

In the event of a technical issue on your platform that cannot be resolved, please send the MT4 platform log to us for further investigation. Please refer to the steps below on how to retrieve and send us the log:

1. Click on ‘File’

2. Click on ‘Open Data Folder’
3. Double click on ‘logs’
4. Email
frontdesk@oanda.com with a copy of your log file, or its content of when the issue occurred for further investigation.

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