eTrader Help Center

Sign in problems

Each message on the sign in screen points at one field. Here is what each one means and what to do.

In short

  • This Login is not on Server means you picked the firm's other Server.
  • eTrader cannot reset a password a firm issued. The firm can.
  • After five wrong passwords the terminal makes you wait, up to 15 minutes, and the wait ends on its own.
  • The iPhone and Android apps sign in to demo accounts only.
  • View Only next to the account badge means you used the investor password.

Getting started

Updated 6 October 2026, 4 min read

When eTrader refuses a sign in, the message under the form says why, and almost every message points at one field. This guide takes them in the order you meet them, from the Broker search to the moment the terminal opens, and says what to do about each.

Finding the Broker

Type at least 3 characters of the Broker name. The search box starts working at the third letter. Type the start of your firm's name as it appears in your welcome email.

No Broker matches "…". Check the spelling, then try a shorter part of the name. If the firm is still missing, it has not joined eTrader, and there is nothing to change on your side. Finding your Broker explains how firms are added.

In the iPhone and Android apps the list shows demo Servers only, so a firm that has only live Servers does not appear there at all. More on that below.

Server, Login and Password

Select a Server. Most firms run a demo Server and a live Server. Pick the one named in the email or client portal page that gave you the account.

This Login is not on Server "…". Pick the right Server. The Login and password are right, but the account lives on the firm's other Server. Go back, choose the other one and sign in again. This is the most common problem of all, because an account number exists on one Server only.

Enter your account number. The Login field takes the number your firm issued, and it accepts digits only. An email address or a username will not go in.

Invalid Login or password. The number does not exist, or the password does not match it. Copy both again from the firm's message and check for a space pasted at the end. If you changed the password recently, use the new one.

eTrader cannot see or reset the password of an account a firm issued. The firm's client portal can, and that is where to go if you have lost it. For an eTrader demo account, the password is in the email sent when you opened it. Opening a demo account covers that email.

Too many attempts

Too many failed sign-in attempts. Try again in a number of seconds or minutes. After five wrong attempts in a row, each further try has to wait, and the wait grows with every miss, up to 15 minutes. It always ends on its own, with nothing for you or the firm to do. Use the wait to find the right password rather than guessing again, because every wrong guess makes the next wait longer.

The account itself

This account is disabled. The Login and password are correct, but the firm has switched the account off. Only the firm can tell you why and switch it back on.

This account can't be used in the app. The app works only with demo accounts. The iPhone and Android apps sign in to demo accounts only. That includes the eTrader demo and a firm's own demo Server, where many prop firm evaluation accounts run. If you see this message, sign in to the account in the browser terminal at terminal.etraderweb.com.

If the terminal opens with View Only next to the Demo or Live badge and no Buy or Sell buttons, you signed in with the investor password. That password shows the account and places no orders. Sign out and sign in again with the trader password. The investor password guide explains the difference.

After you are signed in

Reconnecting to the Server. The terminal has lost contact with the Server for a moment. It keeps trying on its own and the line disappears when it gets through. If it changes to No connection. Prices are paused., check your own connection first, then press Retry.

Your session ended. Sign in again to keep trading. The Server no longer accepts this session for the account. Sign in again with the current password. If the password is refused, the firm may have changed it, and its client portal has the new one.

This account is suspended. Contact your Broker to reopen it. The firm switched the account off while you were using it. The terminal signs out that account alone and keeps any other accounts you are connected to. The firm can tell you more.

On a phone

If you open terminal.etraderweb.com on a phone, you are sent to the App Store or Google Play instead of the terminal. That is on purpose: the phone apps are made for a small screen. Get the iPhone app from the App Store or the Android app from Google Play. A tablet gets the full browser terminal.

Your eTrader ID

eTrader AI, eTrader Code, the ID page and the terminal's Bots window sign in with your eTrader ID, not with a trading account. There is no password: you type your email, press Email Me a Code, and type the 6-digit code. If it does not arrive, check the spam folder and press Send a New Code. Each code lasts 10 minutes.

It is one sign-in. Signed in on one of them, you are signed in on all of them in that browser. Signed out on one, you are signed out of all of them, so a sign-out you did in eTrader Code also shows in eTrader AI. Sign in again on any one to open them all.

Your eTrader ID session ended. Sign in again. in the Bots window means the ID was signed out, or it was not used for over a month. Sign in again under Connect eTrader ID. Your trading account stays signed in throughout.

Still stuck

Go through the three fields once more in this order: the Server, the account number, the password. Most refusals are one of those. If the terminal accepts the Login and the problem is about the account, its balance, its leverage or whether it may trade, the firm that issued it is the one to ask.

Questions

Why does eTrader say invalid Login or password when I copied them exactly?

Check that the account number has no extra characters and the password has no space pasted at the end. If both are right, the password may have been changed, and the firm that issued the account can reset it.

How long is the wait after too many failed attempts?

The first five wrong attempts are free. After that each attempt waits a little longer, up to 15 minutes. The wait always ends by itself.

Why can't I sign in to my live account on my phone?

The iPhone and Android apps work with demo accounts only. Sign in to the live account in the browser terminal at terminal.etraderweb.com.

Why can't I place a trade after signing in?

If the account badge says View Only, you signed in with the investor password, which shows the account without trading. Sign out and use the trader password.

Can eTrader reset my password?

Not for an account a Broker or prop firm issued. The firm holds that account and resets its password. If you are still signed in, you can change it yourself from Change Password.

Why was I signed out of eTrader AI when I signed out of eTrader Code?

Your eTrader ID is one sign-in for eTrader AI, eTrader Code and the ID page. Signing out on one signs you out of all of them. Your trading accounts stay signed in.

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