Terminal Errors and Additional Guide

Invalid Account/ Authorization Failed

Reasons for the error: 

1. The MT4 login number is incorrect

2. The password is incorrect 

3. The server is incorrect

How to Troubleshoot:

1. The MT4 login number is incorrect – Kindly double-check the account number with the original welcome email you received when first opening the account.
2. The password you have entered is incorrect – Please check with the welcome email sent. Alternatively, you can reset your password using the below steps:

2.1. Reset directly via Client Portal: 

You can access the link below to reset your password. A new PIN will be notified through your registered mobile number or email address.  

2.2.  Reset via MT4 platform (laptop only): This option is applicable to clients who remember their existing password but like to change to a new password. 

• Open your MT4 platform. 
• Click "Tools" 
• Click "Options" 
• On the "Server "tab, click the "Change" button
• Type your current master password 
• Click "Change master password" 
• Type the new master password & confirm

        3.  You did not select the correct server number.

Here are the steps on how to rescan your server (laptop):

1. Go to "File" 
2. Click "Open an account" 
3. Scroll down the server list and click on the green (+) button 
4. Key in  Axi - <server>  
5. Click "Scan" 
6. Choose the correct server and click "Next" 
7. Key in the MT4 login ID and password 
8. Click "Finish"

If successful, you should see the connection speed at the bottom right corner of your MT4 platform. 

No Connection

Reasons for the error: Reasons for "No connection" may vary from a poor Internet connection to problems with the server.

How to Troubleshoot:  To solve the problem, try to do the following:

• Check if your Internet connection is stable and good.
• If it is, try to rescan the servers. Left click on the "No connection" message in the bottom right corner of the terminal and choose "Rescan servers".

Here are the steps on how to rescan your server (laptop):

1. Go to "File" 
2. Click "Open an account" 
3. Scroll down the server list and click on the green (+) button 
4. Key in  Axi - <server>  
5. Click "Scan" 
6. Choose the correct server and click "Next" 
7. Key in the MT4 login ID and password 
8. Click "Finish"

If successful, you should see the connection speed at the bottom right corner of your MT4 platform. 

• Your proxy server or local network connection may be blocked. If this is the case, you will need to ask your System Administrator for the proxy server address and the port used to connect to the internet. Once you have this information, enter it into MetaTrader: Go to the "Tools" menu and select "Options" then "Server". Check "Enable proxy server" and click "Proxy..." Enter the proxy server address and port, followed by your MetaTrader login and password.
• Your computer has a firewall program or antivirus software blocking the port. This may need to be disabled to continue.
• You have an outdated version of the MT4 platform. To see what version you are using, go to the “Help” menu and select “About.” Updated versions of MT4 can be downloaded from the Axi Client Portal and the Axi website.
• If rescanning did not help, re-login to your account in the terminal’s main menu.

"Not enough Money"

Reasons for the error: This message will only appear when entering a position if you do not have enough free Margin to pay the Initial Margin for the position.

How to Troubleshoot: To increase the margin, you may need to deposit funds, reduce the volume of your proposed trade, or close out any existing trades that are utilizing the existing margin.

To apply for a deposit, please follow the below instructions:

• Login into your Client Portal
• Click on the left side on "Add funds", under "Funds"
• Choose the account you will be adding the funds to
• Choose the payment method
• Once successful the fund will be added to the MT4 account

Cannot log in using the MT4 account number

Reasons for the error:

Your account is no longer valid, either closed or archived.

How to Troubleshoot: 

You can apply to open a new live trading account directly via the Axi website here. 

Once your account is verified, you will receive your account login details via email. Please note that you should use a brand-new email address – one never used with Axi before, to apply for the new account. 

Applications can take up to 1-2 business days for approval upon the full submission of the required documentation. Depending on your circumstances, you may be asked to provide extra government-issued identity documents for verification.

Symbols not loading / Waiting for Update

Reasons for the error:

This error can be a few things:

• No connectivity
• Outdated version of the MT4
• The account type does not support the default graphic that usually comes with MT4.
• Wrong Server, password, or login.

How to Troubleshoot:

• No connectivity - Please make sure that your internet is working, and it is stable.
• Outdated version of the MT4 - If you are running an older version of MT4, it will need to be updated before you can continue trading. To check the current version of MT4 you are running, click “Help” in the main menu then “About” to display the latest build number. To update your platform, download the latest version of MT4 from the Axi Client Portal or Axi website.
• The account type does not support the default graphic that usually comes with MT4.
• Wrong Server, password, or login - Please make sure that all your details are correctly input.

Please try to rescan the server used by the account you are having issues with.

If successful, you should see the connection speed at the bottom right corner of your MT4 platform. 

1. Go to "File" 
2. Click "Open an account" 
3. Scroll down the server list and click on the green (+) button 
4. Key in  Axi - <server>  
5. Click "Scan" 
6. Choose the correct server and click "Next" 
7. Key in the MT4 login ID and password 
8. Click "Finish"

If successful, you should see the connection speed at the bottom right corner of your MT4 platform. 

Unable to locate the instrument on the MT4 platform

Reasons for the error:

This error can happen either when you need to load all the available instruments of the MT4 platform or when you are trading with a Pro account.

How to Troubleshoot:

To see all the available instruments on MT4, please follow the below steps:

1. Open the MT4 platform and go to the Market Watch (Ctrl + M) on your computer device.

2. Right-click on the symbol on the left then click on “Show all”  

If you are trading with a Pro Account Type, please make sure that you trade Forex pairs that finish with .pro.