Table of Contents
Please note that if you experience any issues while trading, please stop trading immediately and contact the Trader Support Team. If you continue trading after the issue occurs, we may not be able to review or approve exception requests in most cases.
Note: Market volatility can trigger certain market safeguards, such as the CME's Velocity Logic, which may temporarily affect trading. Learn more here.
How to resolve general platform issues
Hardwire your internet connection
Use a wired connection whenever possible. Even fast Wi-Fi connections can drop for a split second, which may interrupt order submission or log you out of the platform. Devices on mobile networks are also at risk of IP address changes when traveling, which can cause similar issues. Trade from a single location with a stable, high-speed connection.
Limit the number of sessions
Too many open tabs or sessions can contribute to platform issues. For best performance, use a single tab in your web browser or the desktop version of your platform.
Reduce charts and indicators
Multiple charts running multiple indicators during fast-moving markets can cause a drop in performance. If you notice lagging or freezing, try reducing the number of active charts and indicators.
Update and restart
Restart your device regularly and ensure you are running the most up-to-date version of your platform, operating system, and graphics drivers. Developers release updates frequently to improve performance and fix bugs.
Check device capacity
Trading platforms are resource-intensive. Make sure your device meets or exceeds the following recommended specs:
RAM: 8GB minimum, 16GB recommended
Processor: 4-6 core minimum (i5), more is better (i7, i9, or M1)
Hard drive: SSD with at least 250GB storage
Increase your timeframe
Tick charts require significantly more computing power than time-based charts. If you are running tick charts and notice lagging or freezing, try switching to a larger timeframe to help isolate the issue.
Close unnecessary programs
Running multiple applications and browser tabs in the background consumes system resources and can contribute to lag. Close anything that is not needed while trading.
System Issue Escalation
If you're still unable to resolve your platform issue after going through all of the steps and resources listed above, our Trader Support Team can help! Please see this article for instructions on how to gather the information we need to investigate.
We may also ask for additional data, like HAR files or a screenshot of your Task Manager Performance. HAR files must be captured while the lag is occurring, not after the lag has improved. Screenshots and screen recordings are encouraged.
Please note: Topstep does not offer courtesy adjustments for connectivity issues, such as internet instability. This falls outside of our control and responsibility. As a policy, we are unable to restore or adjust accounts impacted by such issues.
Platform Login Issues
If you're having trouble signing into the TopstepX platform, check the following:
Check your subscription status
Before troubleshooting further, confirm you have an active account.
Visit your Topstep Dashboard to check your account status. If your Trading Combine has closed due to cancellation or a past-due payment, you will not be able to log into your platform.
If you are unable to log in, go to your billing page first to confirm your subscription is active.
Check the credentials you're using
Usernames and passwords are case-sensitive.
Your TopstepX login credentials are sent via email with each account purchase.
If you don't see the email, check your spam folder.
If you use an auto-fill tool to enter your login credentials, try typing them in manually instead.
Trading on mobile devices
When trading on a mobile device, your data provider and Wi-Fi play a significant role in connection stability. To improve your experience:
Use stop-loss orders to protect against losses from unexpected disconnections.
Trade on a desktop or laptop for better connection stability.
Use a hardwired internet connection instead of Wi-Fi for more reliability.
We're unable to troubleshoot mobile-specific issues due to potential connectivity concerns that could affect the stability of the platform. For the best performance and stability, we recommend using a desktop or laptop.
Why are my orders being rejected?
Hit the Maximum Loss Limit: Hitting your Maximum Loss Limit means that you've broken a rule in your account. This means that the account will be auto-liquidated and orders will be rejected for the remainder of that trading day. When you hit your Maximum Loss Limit, the account will either be ineligible or closed, depending on whether it's a Trading Combine or Funded Account.
Trading outside permitted hours: Attempting to trade outside of Topstep's permitted trading hours can result in a rejected order.
Exceeded maximum position size: Attempting to trade too many contracts that will exceed your maximum position size can cause your order to be rejected --- micros and minis are currently considered the same size lots in our program.
Inactive subscription status: If your subscription was turned off or set to cancel, you might have an inactive subscription status. If this happens, you may see rejected orders or error messages due to not having an active Trading Combine subscription.
Trading during holidays: On certain holidays, the markets are closed and any attempts to place orders will be rejected. Click here to learn more about holiday hours.
Hit the Personal Daily Loss Limit: Hitting your Personal Daily Loss Limit may mean that you'll be auto-liquidated, and orders will be rejected for the remainder of that trading day. Your Personal Daily Loss Limit is not automatically added to your account, but may be adjusted on the Risk Settings page in TopstepX.
Additional resources