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I can't log in or didn't receive my credentials

Credentials not arrived or login rejected? Where to look, the three usual mix-ups, the 72-hour refund rule if delivery fails, and what safe details to send so a person can re-issue access.

At a glance

Your platform credentials are sent by e-mail when your account is created. Three different problems land on this page, and the fix is different for each:

  • You forgot your Dashboard password. Reset it yourself from the Dashboard sign-in page, as below.

  • The credentials e-mail never arrived. Check the inbox for the e-mail address you used at checkout, including spam, junk and promotions.

  • You have credentials, but the login is rejected. The cause is usually one of three simple mix-ups, listed below.

If you still cannot get in, message us with the e-mail address you bought with, and a person will re-issue your credentials. Never share your password with anyone, including us.

Fix this issue

If your credentials did not arrive

  1. Search every inbox you use for an e-mail from EverFunded, including spam, junk and promotions.

  2. Check which e-mail address you entered at checkout. It may not be the one you are searching: if you bought using your work address and are searching your personal inbox, the credentials are in the work inbox.

  3. Still missing? Message us with that address, and a person re-issues them.

Delivery is normally within 24 hours of payment. If your login details don't arrive within 72 hours and we can't fix it, the fee is refunded in full to the original payment method. You can also cancel for a full refund before delivery (Refund & Cancellation Policy §4.1, §4.3). See Can I get a refund?.

If you forgot your Dashboard password

Your Dashboard, where you manage your accounts and payouts, has its own password. It is separate from your trading platform login.

  1. On the Dashboard sign-in page, choose Forgot password?.

  2. Enter the e-mail address of your Dashboard account and choose Send Reset Link.

  3. Open the e-mail, choose the link and set a new password. Check spam, junk and promotions if it does not arrive.

A person can help if the e-mail does not arrive, or if it is your trading platform password you need.

If your login is rejected

  1. Use the right login. Your Dashboard login and your trading platform login are separate. Use the platform credentials on your trading platform, which is named in your credentials e-mail. See Which trading platform do EverFunded accounts use?.

  2. Choose the right server. Select the server that matches your credentials in the platform's login screen.

  3. Type the password. Pasting often adds a space at the end, which makes the password wrong.

If the platform itself is not working after these checks, see Report a platform problem.

When to contact us

Message us in the chat and ask for a person if:

  • your credentials are still missing after the steps above;

  • your login is still rejected after the three checks;

  • the e-mail address you bought with is no longer available to you. A person can help once your identity is confirmed, because the address is part of your account;

  • you want your credentials sent to a different e-mail address. A person can help, and may need to confirm your identity first;

  • your credentials are for a different platform from the one you ordered. That is a setup mismatch, not a change. Do not trade until a person replies. See Can I change my platform, account size or currency after buying?.

What to send

  • The e-mail address you used at checkout.

  • Your order reference, if you have it.

  • The platform your account runs on.

  • For a wrong-platform delivery: the platform named in your order confirmation and the platform named in your credentials e-mail.

  • A screenshot of the error message, with no password visible.

Key rule: Never send your password, a login code or card details. If you forward an e-mail to us, remove the password, any codes and any links from it first. We never ask for your trading password; anyone who does is not EverFunded.

What happens next

A person checks the order against the e-mail address you bought with, then re-issues your credentials or confirms which platform your account is on. Keep your credentials to yourself once they arrive: you are responsible for activity under your account (Terms clause 4.1), and sharing access is a prohibited practice. See Can someone else trade my account, or can I transfer it?.

Changing the e-mail address or name on your account is tied to your identity verification, so a person handles it. See Do I need to verify my identity (KYC)?.

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Next step

Still stuck? Message us in the chat, ask for a person, and give the e-mail address you bought with. Other ways to reach us are in How to contact EverFunded support.

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