Frequently Asked Questions

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What does the "Invalid Account" notification mean?

If you receive an Invalid Account notification, please consult the following troubleshooting tips:

  • Incorrect login number: confirm the number is the same as the one provided in the welcome email you received when you first opened your account
  • Incorrect password: if you have not changed your password, check that the password matches the one provided in the welcome email you received when you first opened your account. If you have changed your password but can't remember it, click here to reset.
  • Incorrect server: to check that you are connected to the right server, use the dropdown menu to see a list of available servers. If you are unsure over the server, please check your welcome email. If your preferred server is not visible, refer to the platform FAQs for a full list of servers that can be copied into the platform.
  • Account no longer exists: your account may have been closed. Please contact our Client Services team for support, or to open a new account.