Troubleshooting

Unstable or Slow Internet Connection¶

The unstable internet connection can intercept the trading process. Note that an unstable connection isn't equal to a slow connection. It's highly recommended to check your internet connection with your Internet Service Provider or your system administrator.

The low bandwidth connection can also cause cTrader to restart the login process or even the connection fails.

To guarantee the best trading experience cTrader checks your connection to the proxy and if the connection bandwidth is unable to maintain the connection to a good level, which might result in, for example, a Trade with huge slippage, cTrader gets logged out and tries to log in again to find a proxy with lower latency to connect.

This is a safety mechanism, so you should just check your connection and log in again.

Experienced traders having multiple charts open need to have a connection with higher bandwidth than users that use just one or two charts simultaneously. Please, check the internet connection requirements and your internet connection before you start trading.

Possible Chart Inaccuracy¶

In very rare cases some false historical data could be stored in the cache. This could result in your chart showing a false value in a historical bar. This can be simply fixed by refreshing your charts. Right-click on the chart and click the refresh field to the bottom.

cTrader will clear the cache and redownload the historical data. Alternatively, you can clear the cache manually from your browser settings and refresh the page by pressing F5 on your keyboard.

Non-onboarding US Users¶

Why US Users Are Not Serviced¶

cTrader does not offer its services to United States residents due to regulatory reasons. Contract for difference (CFD) trading is prohibited by the US financial authorities.

Although we regret to lack any presence in the US market, other users worldwide may benefit from this situation. Owing to its compliance with the regulations of various other countries, cTrader remains a stable and reliable trading terminal, which is ready to address diverse needs in international markets. The global cTrader community remains truly multinational, without any mainstream group dominating it.

Locale Detection¶

Still, users from other than the US countries can accidentally see the following warning message when opening cTrader. This may occur because they are using a VPN service with a US IP address. Or it is the cTrader geo IP service that has detected the locale incorrectly.

If you are facing this issue without real grounds, just confirm your non-US residence. For US residents, the cTrader app will forcibly shut down.

You can always contact your broker directly regarding their countries of presence and other residence restrictions.

Contact Us¶

Should you encounter any difficulties while using any of the Spotware products, please use our forum here to contact us.

Alternatively, use the hot keys Ctrl+Alt+Shift+T while using cTrader desktop application to invoke a Trobleshooting form.

Enter your information and click on 'Submit' to automatically send it to the support team.

Also, you can join our official Telegram group to ask your question or give your feedback.