Login refused or you cannot find your firm in TradeLocker

What is causing it

Two things go wrong here: using dashboard credentials instead of platform credentials, and selecting the wrong provider entry when the login asks for one.

Why this happens

TradeLocker is deployed for many brokers and prop firms at once, so the login has to know which one to authenticate you against. Your account exists only within your firm's environment. Choosing another entry, or using the demo side when you were issued a live account, produces a rejection that looks like a wrong password but is not.

The second half of the problem is the dashboard-versus-platform confusion that affects every prop platform. The firm's website and the trading platform keep separate credentials that never sync.

The fix, step by step

1. Get your platform credentials from your prop firm dashboard, on the page for the specific account. These are separate from the email and password you use for the firm's own website.
2. Check your email including spam for a platform welcome message, which many firms send once when the account is created.
3. When the login asks you to choose your broker or firm, pick the exact entry your firm names in its instructions. Similar-looking entries are different environments and your credentials will not exist on them.
4. If the login offers a demo and a live or real option, choose the one that matches the account you were issued. An evaluation account is not necessarily on the demo side, so follow the firm's instructions rather than guessing.
5. Use the link your firm provides rather than a search result, and bookmark it from there.
6. If nothing works, ask the firm to confirm the login, the provider entry and the environment for that exact account number.

How to confirm it is fixed

You reach the trading interface and the account number and balance match your dashboard exactly.

Stopping it happening again

Note the provider entry and environment alongside your credentials in a password manager, so you never have to guess at the dropdown again.