Mobile Trading troubleshooting guide
 

If your question relates to how to use a specific feature of the platform, please refer to our OANDA Mobile Trading user guide.
 
Below are some common issues and solutions users encounter when using when using OANDA Mobile Trading.
Unable to log in or forgot username/password back to top

When logging in, please keep the following in mind:
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  • • ‘OANDA Desktop Live’ is for live accounts only and ‘OANDA Desktop Practice’ is for practice accounts only
  • • Usernames and passwords are case sensitive
  • • Both usernames and passwords can only be in letters and numbers
  • • Special character such as ‘~!@#$%^&*()_-+<>?|\/’ are not accepted for either username or password
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If you still cannot log in, we suggest the following steps:

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
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  • • Use the “Forgot Your password?” link to reset your password. You can also use the links to reset your live account password and practice account password.
  • • The password link will be emailed to you at the email address associated with your OANDA account
  • • Click on the link and follow the steps
  • • If you don’t receive an email, try checking your junk mail
  • • If you still can’t log in/don’t see an email from us, proceed to step four.
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4. Verify you are logging in with the correct username

If you have attempted to reset your password and still cannot log in, we suggest you  doublecheck that you are logging in with the correct username.
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  • • Recover your username by entering the email address associated with your OANDA account into the following username recovery links: live account username or practice account username.
  • • Your username will be emailed to you at the email address associated with your OANDA account
  • • If you don’t see an email, check your junk mail
  • • If you still can’t log in/don’t see an email from us, go to step five.
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5. Doublecheck that you are providing the correct email address when trying to reset your password/recover your 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.


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My mobile app is not responsive or cannot load back to top

If you experience a technical issue with the mobile app, please follow the steps below.

1. Force restart the app (restarting the app will resolve most of the problems you experience):
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  • For iOS double press your home button or slide up from the bottom of the screen
  • For Android press the task button for task view
  • • Close the OANDA Trade app (swipe out the app to completely close it)
  • Relaunch the app.
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2. Restart your mobile device

3. Reinstall the mobile app

4. Report a problem from the mobile app to help us with the investigation by providing us with feedback.

You can provide us with feedback by following these steps or if the application is unresponsive, contact
frontdesk@oanda.com.


1. Press 'More'
2. Press 'Feedback'
3. Write a description of the problem
4. Press 'Send'.

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