PARTNERS

|

INSTITUTIONAL

24/7 SUPPORT

  • Download App

    • EN

Download App

Why am I unable to log in to my MT4/MT5 account?

If you are unable to log in to or access your MT4/MT5 trading account, the issue may be related to your login credentials, server selection, or connection to the trading server.

Different error messages may indicate different login issues. Follow the troubleshooting steps below based on the error message displayed or the problem you are experiencing.

 

Troubleshooting
 

1. Incorrect Account Number or Password

If you receive an "Invalid Account" or "Authorization Failed" error when logging in to MT4/MT5, check whether the login details you entered match your trading account credentials. To resolve the issue:

  • Check your account number: Enter the correct MT4/MT5 trading account number. Make sure you are not using your PU Prime Client Portal login details.
  • Verify your password: Use the password for your MT4/MT5 trading account, which may differ from your Client Portal password.
  • Check for typing errors: Make sure there are no missing characters, incorrect letters, or extra spaces in your login details.
  • Reset your password if necessary: If you have forgotten your trading account password, reset it before attempting to log in again.
     

2. Incorrect Server Selection

Selecting the wrong server may prevent MT4/MT5 from connecting to your trading account, even if your account number and password are correct. To verify your server selection:

  • Check your trading account details: Refer to the MetaTrader login credentials email sent by PU Prime to identify the server assigned to your trading account.
  • Select the corresponding server: When logging in, choose the server that matches your trading account details.
  • Confirm your login information: Make sure the account number, password, and selected server correspond to the same trading account.

If you are unsure which server to select, refer to your MetaTrader login credentials email before trying again.

 

3. "No Connection" Error

The "No Connection" message indicates that MT4/MT5 is unable to establish a connection to the trading server. This may be related to your internet connection or server selection. To resolve the issue:

  • Check your internet connection: Make sure your device is connected to the internet and that the connection is stable.
  • Verify your server selection: Ensure that you have selected the server assigned to your MT4/MT5 trading account.
  • Restart the platform: Close and reopen MT4/MT5, then check whether the connection has been restored.
  • Try again after checking your connection: Once your internet connection is stable and the correct server is selected, attempt to log in again.

 

Need More Help?

If you are still unable to log in to your MT4/MT5 trading account after following the steps above, please contact our Customer Support for further assistance.