Login refused even though your details are correct in DXtrade

What is causing it

Prop firms issue two separate sets of credentials. One is for the firm's own dashboard or client area, the other is for the trading platform. They are different accounts and they are not kept in sync.

Why this happens

The dashboard is the firm's own website. It handles payments, evaluation progress, payouts and support. The trading platform is a separate system the firm has had deployed for them, with its own user records. When you buy an account the firm creates a platform user and passes you the details, but the two systems do not share a password, so changing one never changes the other.

This is the single most common DXtrade support ticket, and it is not a fault. If you have more than one evaluation, each one usually has its own platform login as well.

The fix, step by step

1. Log in to your prop firm dashboard first, using the details you signed up with.
2. Open the page for the specific evaluation or funded account you are trying to trade, and look for the platform credentials shown alongside it. Firms usually display a platform login ID and either a password or a button that reveals or resets one.
3. Note the login ID exactly. It is often a generated number or username rather than your email address.
4. Open the DXtrade address your firm gives you and enter those platform credentials instead of your dashboard email and password.
5. If no platform password is shown, use the firm's reset or regenerate option and check your email, including the spam folder.
6. If the dashboard shows no platform credentials at all, contact the firm's support and ask them to issue or resend the platform login for that account number.

How to confirm it is fixed

You reach the trading interface and the account balance shown there matches the balance on your firm dashboard. If the balance is different, you have logged into a different account than you intended.

Stopping it happening again

Save both sets of credentials in a password manager, labelled clearly as dashboard and platform, with the account number in the label. Add a new entry each time you buy a new evaluation rather than overwriting the old one.