At a glance
If your trading platform is not working for you, check the basics below, then message us with the details in the table. A person will look into it and tell you in your conversation what we know, including whether other traders are affected. We do not have a separate status page: updates come to your conversation.
Not sure it is the platform? Three problems look similar and are answered elsewhere:
Only your login fails. See I can't log in or didn't receive my credentials.
A problem on one device only. That is often a login or setup issue. See I can't log in or didn't receive my credentials.
The payment page is not working. That is a different thing. See My payment failed: what should I do?.
Check these first
Check the basics. Check your internet connection and log in again with your platform login details. They are issued to your Dashboard and/or the e-mail address registered to your account (Terms §9.5).
Message us with the details in the table below. If you already have a conversation open about the problem, reply there instead of starting a new one.
What to send
Send us | Example |
Your account number | The account number in your platform login details |
The platform | The platform your account runs on, as named in your credentials e-mail |
Where you are trading from | Web, desktop or mobile app |
When it started, as shown on your device | 14:05 |
What you see | The exact error message, and a screenshot if you can |
Whether open positions are affected | Yes or no |
Never send your password or any login code.
Example: "Since 14:05 I cannot connect to Match-Trader. The error says no connection. Screenshot attached." A person checks whether other traders report the same problem and replies in that conversation with what we know.
What happens next
Updates come to your conversation. We do not have a separate status page. A person checks whether other traders report the same problem and tells you in your conversation what we know.
We share what we know. Updates do not guess at causes or at when a fix will land.
Is my account affected? Tell us your account number and what you see. A person checks your account specifically.
If you think an issue affected a trade or caused a breach, tell us the account number and the time. A person will review your trade record. See My account failed or was closed: what happened?.
Verified incidents. If a verified technical incident attributable to EverFunded occurs, we will review its impact and make an appropriate correction where required. We do not promise a set compensation. If you believe your account was affected in a specific way, reply in your conversation and a person will review it.
If the problem continues, or we told you an issue is fixed but you still see it, reply in your conversation with what you see and the time it happened. A person will pick it up.
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Next step
Open the Messenger and choose Talk to a person, or e-mail support@everfunded.com with the details in the table above.