Match-Trader Problems and Fixes
Match-Trader is used by many prop firms as their main platform, in a browser, on desktop and on mobile. Because the firm configures the account rules, the instrument list and the trading hours, a lot of what looks like a platform fault is the firm's risk settings doing exactly what they were set up to do. This guide separates the two and gives you a clear next step for each.
Login refused with your firm dashboard details
Symptom: The details that sign you into the prop firm's website are rejected by the trading platform.
Cause: The firm's client area and the trading platform are separate systems with separate credentials. Buying an account creates a platform login that is issued to you separately.
- Sign in to your prop firm's dashboard or client area with the details you registered with.
- Open the account you want to trade and look for the platform credentials listed against it. These are usually an email or generated login plus a platform password, sometimes hidden behind a reveal or reset button.
- Check your email, including spam, for a separate welcome message containing platform details. Many firms send this once at account creation and never again.
- Enter those platform details on the platform login page, not your dashboard details.
- If the platform password has never been set, use the firm's reset option and follow the email it sends.
- If you still cannot get in, ask the firm to confirm the exact platform login for that account number. Only they can reissue it.
Full walkthrough, how to verify it worked, and how to stop it happening again →Your account is not in the account list
Symptom: You log in successfully but the account you want to trade is not offered, or only a demo account appears.
Cause: The login you used is linked to different accounts than you expect, or the account has not been activated, has been closed, or belongs to a separate login.
- Open the platform's account selector and read every entry, including any demo entries, before concluding the account is absent.
- Compare the account numbers shown against the account number on your dashboard. They must match exactly.
- Check the dashboard for the account's status. An account that is pending, not yet activated, expired or breached may not be offered for trading.
- If you have passed an evaluation stage, check whether the firm has issued a new account with new credentials and retired the old one.
- Log out fully and back in, as the account list is fetched at login and will not appear mid-session if the firm has only just created it.
- If the dashboard shows an active account that the platform does not offer, contact the firm with both account numbers and screenshots.
Full walkthrough, how to verify it worked, and how to stop it happening again →Order rejected: rule or genuine fault?
Symptom: The order is refused the moment you send it, though the platform looks connected and prices are moving.
Cause: Most rejections on a prop account are the firm's rules being enforced. The risk layer checks the order before it goes anywhere and refuses it if any limit would be broken.
- Try to close or part-close an existing position. If closing works and only opening is refused, that is a rule, not a fault.
- Look at your dashboard: remaining daily loss, remaining maximum drawdown, and any limit on size, exposure or number of open positions.
- Check the time. Firms commonly block new trades around scheduled high-impact news, in the run-up to the weekend close, and outside defined session hours.
- Send a much smaller order. Acceptance at a small size and refusal at a large one means a size or exposure cap.
- Send the same order on a different instrument. If other instruments work, the issue is that instrument being restricted or closed rather than your account.
- Only suspect a technical fault if prices have stopped updating, the platform shows a connection problem, or closing fails as well as opening. Reload the platform and check the firm's status announcements.
- Ask your firm which rule fired. Rule sets differ by firm and by account type, and they can see the reason directly.
Full walkthrough, how to verify it worked, and how to stop it happening again →Orders blocked around news
Symptom: Trading works normally, then for a few minutes around a scheduled release everything is refused, then it works again.
Cause: A news-trading restriction configured by the firm, which blocks new positions in a window either side of listed high-impact events.
- Check the firm's rules for a news restriction and the exact window it covers, which is commonly a few minutes before and after an event.
- Check which calendar the firm uses to decide what counts as high impact. Calendars disagree, and only the firm's choice matters.
- Confirm what the rule actually forbids. Some firms block opening only, some also block closing or modifying, and some allow trading but void the profits from it.
- Check the time zone the firm publishes events in and translate it to your own, as this is the usual source of surprise.
- Plan entries outside the window. If a position is already open going into a release, know in advance whether you are permitted to close it.
- If orders are still refused well outside any event window, treat it as a different problem and check your loss limits instead.
Full walkthrough, how to verify it worked, and how to stop it happening again →Positions closed or blocked before the weekend
Symptom: Your position is closed automatically near the Friday close, or new orders are refused as the week ends.
Cause: A weekend-holding restriction. Many firms forbid carrying positions through the weekend and enforce it by blocking new trades and flattening open ones.
- Check your firm's rules for weekend holding, and note whether it is forbidden outright or merely discouraged.
- Note the exact cut-off time and time zone the firm uses. It is often earlier than the market close, not at it.
- Close positions yourself before the cut-off rather than letting an automatic close do it, so you choose the exit price.
- Check whether pending orders are also cancelled at the cut-off, as several firms cancel them.
- Check whether the same rule applies to holidays and to daily rollover, which some firms treat similarly.
- If a position was closed automatically, check the dashboard for whether it counted as a rule breach or merely a forced close. These have very different consequences.
Full walkthrough, how to verify it worked, and how to stop it happening again →Account read-only after a breach
Symptom: The account still loads and shows history, but the order controls are gone or every order is refused.
Cause: The evaluation has been breached or expired and the firm has removed trading permission while leaving the account readable.
- Check the dashboard for the account status. Breached, failed and expired are all shown there and settle the question quickly.
- Check your email including spam for the firm's automated breach notice, which usually states which rule was broken and when.
- Compare the breach figure with your own record of the session. If you disagree, gather your trade history before contacting the firm.
- Check whether the account simply reached its time limit, if the evaluation had one, as that is not a breach.
- If the dashboard shows the account as active, log out fully, close the browser and log back in before reporting it.
- If the two systems still disagree, contact the firm with the account number and what each shows.
Full walkthrough, how to verify it worked, and how to stop it happening again →Instruments missing or not tradeable
Symptom: An instrument you expect is absent from the list, or visible but refusing every order.
Cause: The firm enables only a subset of instruments, and it can differ by account type and stage.
- Search the instrument list by part of the name rather than the exact symbol you are used to.
- Check the firm's published instrument list for your account type, and check it again after moving to a new stage.
- Check the instrument's trading session. Indices, commodities and shares are untradeable outside exchange hours even when visible.
- Look through any other watchlists or instrument groups in the platform before deciding it is missing.
- Ask the firm whether that instrument is enabled for your account. Nothing you change in the platform can add an instrument the firm has not enabled.
Full walkthrough, how to verify it worked, and how to stop it happening again →Symbol names do not match MetaTrader
Symptom: A plan, alert list or journal written for MetaTrader names symbols that do not exist here, or that map to something slightly different.
Cause: Naming is chosen by the firm and its liquidity provider. The same market carries different names on different platforms.
- Search for the underlying market, such as the currency or index name, rather than the exact string you are used to.
- Look carefully at suffixes and separators, which may mark a different spread group, account type or contract.
- Open the instrument's contract details and confirm contract size, tick value and currency before trading it.
- Be particularly careful with indices and metals, where naming and contract sizes vary most between providers.
- Rebuild your watchlist and any alerts using this platform's names rather than converting them mentally each time.
- If two similar entries exist, ask the firm which one your account is meant to trade.
Full walkthrough, how to verify it worked, and how to stop it happening again →Charts blank or not updating
Symptom: The chart area is empty, frozen, or missing the history you expect.
Cause: Usually a browser-side problem such as a blocked request, a stale cached session or graphics acceleration, or genuinely limited history from the feed.
- Reload the page and give the chart time to fetch history again.
- Switch instrument and timeframe and switch back to force a redraw.
- Open the platform in a private window. If charts work there, the cause is a cached file, a stored session or an extension in your normal window.
- Turn off ad blockers and privacy extensions for this address and reload, as they frequently block the live data connection.
- Try a different browser to establish whether the problem is local.
- If drawing looks corrupted rather than empty, toggle hardware or graphics acceleration in your browser settings and restart the browser.
- If history is short on one instrument only, ask the firm how much history they supply for it.
Full walkthrough, how to verify it worked, and how to stop it happening again →Logged out mid-session
Symptom: The platform returns to the login screen unexpectedly, sometimes while a trade is open.
Cause: A session timeout, a login from another device, or a dropped connection. The account keeps trading regardless of your session.
- Log back in and check the positions list first. Positions live on the firm's servers and are unaffected by your session ending.
- Confirm stops and targets are still attached at the levels you set.
- Check whether the same account is open on a phone or a second browser, as a new session can end the older one.
- Ask your firm how long an idle session lasts, since short timeouts on funded accounts are a deliberate security setting.
- If it repeats within minutes, test on another network such as a phone hotspot to rule out your connection or a workplace firewall.
- Never rely on being logged in as your risk control. Use resting stop orders instead.
Full walkthrough, how to verify it worked, and how to stop it happening again →Old version of the platform stuck in the browser
Symptom: The platform behaves oddly after the firm announces an update, or shows a layout or feature set that no longer matches their instructions.
Cause: Your browser is still serving cached files from an earlier version, so old code is running against a newer service.
- Do a hard reload of the page, which fetches fresh files rather than reusing cached ones.
- If that does not help, clear the cached files for this site specifically rather than clearing everything, then log in again.
- Open the platform in a private window as a quick test. If it behaves correctly there, cached files were the cause.
- Log out and back in afterwards, since clearing site data usually ends your session too.
- Be aware that clearing site data can also remove saved layouts and preferences stored in the browser.
- If a fresh private window is also wrong, the problem is not your cache and is worth reporting to the firm.
Full walkthrough, how to verify it worked, and how to stop it happening again →Dashboard figures disagree with the platform
Symptom: Balance, equity, profit or drawdown shown on the firm dashboard does not match what the platform shows.
Cause: The dashboard usually updates on a delay and may measure things differently, for example counting floating profit or using a different starting point.
- Close all positions or wait until you are flat, then compare again. Most differences are floating profit being counted differently.
- Refresh the dashboard, as it commonly updates periodically rather than tick by tick.
- Check whether the dashboard's drawdown figure is based on your highest equity so far rather than your starting balance, as these give very different numbers.
- Confirm you are comparing the same account number, especially if you hold more than one.
- Treat the firm's dashboard as the authority on rule compliance, since it is the figure they act on, even when the platform looks friendlier.
- If a difference persists while flat and refreshed, report it with screenshots of both and the account number.
Full walkthrough, how to verify it worked, and how to stop it happening again →Mobile app differs from the browser platform
Symptom: The app and the browser show different balances, instruments or order types, or the app is missing an account entirely.
Cause: The app is a separate client against the same account, with different feature coverage and refresh behaviour, and not every firm enables it.
- Refresh or reopen the app before comparing, as a backgrounded phone app holds stale data.
- Check both are on the same account number, which is easy to get wrong when you hold demo and funded accounts.
- Confirm with your firm that the mobile app is supported for your account and that you have the right app, since store listings can look similar.
- Treat the browser platform as the authority for anything that matters and confirm there before acting.
- Accept that some order types, chart tools and reports are simply not on mobile. That is normal, not a fault.
- Report a persistent difference in balance after refreshing both, as that means one is looking at another account.
Full walkthrough, how to verify it worked, and how to stop it happening again →Trade with clarity once MetaTrader is running
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