Web Trading troubleshooting guide
 

If your question relates to how to use a specific feature of the platform, please refer to our OANDA Web Trading user guide.
 
Below are some common issues and solutions users encounter when using OANDA Web 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 double-check 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. Double check 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.


Problem loading charts on Web Trading back to top

If you are having trouble loading charts on the web platform, close the web browser platform tab and clear the temporary internet files from your internet browser. Depending on what internet browser you are using, the instructions might be slightly different.

1. For exact instruction s for your internal browser, please refer to the support section of your internet browser provider.
2. If the problem still exists after you clear your web browser’s cache and cookies, please test the platform on a different internet browser and compare the performance

3. If the problem also exists on another internet browser, please take a screenshot of your platform showcasing the problem and send all relevant information to
frontdesk@oanda.com.

Error message when launching 'Technical Analysis' or 'Trading Performance' back to top

If you experience any error messages regarding ‘expired access tokens’ when launching ‘Technical Analysis’ or ‘Trading Performance’ from the web platform, please follow the steps below:
  1.  
  2. 1. Return to the web platform window
  3. 2. Click on the sign out button on the top-right corner
  4. 3. Please sign in again with your credentials
  5. 4. The new log in session will now allow you to open ‘Technical Analysis’ or ‘Trading Performance’.
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How to sync items across different charts on Web Trading back to top

Please follow the steps below to sync drawings or other items across your multi-chart layout.
  1.  
  2. 1. Click on the ‘Layout’ button
  3. 2. Click on what you want to sync on charts.
  4.  
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