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Troubleshooting

Unstable or slow internet connection

An unstable internet connection can interrupt the trading process. It is recommended to check your internet connection with your internet service provider or your system administrator.

Note

An unstable connection is not the same as a slow connection.

A low bandwidth connection can also cause cTrader to restart the login process or even cause the connection to fail.

To ensure the best trading experience, cTrader checks your proxy connection. If the bandwidth cannot maintain an adequate level, this may cause issues such as high slippage. In such cases, cTrader logs out and attempts to reconnect to a proxy with lower latency.

This is a safety mechanism. Check your connection and log in again.

Experienced traders with multiple charts open require a higher bandwidth connection than users running one or two charts simultaneously. Check the internet connection requirements and your connection before you start trading.

Possible chart inaccuracy

In rare cases, incorrect historical data may be stored in the cache. This may cause your chart to display an incorrect value in a historical bar. You can fix this by refreshing your chart. Right-click the chart and select Refresh. cTrader automatically clears the cache and downloads the historical data again.

Alternatively, you can clear the cache manually in your browser settings and refresh the page by pressing F5.

Note

In some cases, inconsistent data in the chart may be caused by the broker. If you cannot fix the problem yourself, contact your broker.

US users not supported

Why US users are not supported

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

Warning

cTrader does not provide services to US residents. Any attempt to sign up or sign in will fail if you confirm US residence.

Although we regret the lack of 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 the diverse needs in international markets. The global cTrader community remains truly multinational, without any mainstream group dominating it.

Locale detection

However, users outside the US may sometimes see the following warning message when opening cTrader. This may occur if they use a VPN with a US IP address, or if the cTrader geo IP service incorrectly detects their location.

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

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You can contact your broker directly about their countries of operation and any residence restrictions.

Need cTrader support?

Reach out through our official channels to resolve any issues:

  • Ask questions and connect with traders, developers and other users in the cTrader Discord community.
  • Browse archived discussions on the cTrader Community forum. While the forum is no longer open for new posts, it is full of helpful answers to common issues.
  • Contact the cTrader support team at support@ctrader.com for technical assistance.

Note

The more information provided about the problem (detailed description, screenshots, etc.), the faster your issue will be solved.

Alternatively, use the hot keys Ctrl+Alt+Shift+T while using cTrader Windows to open a Troubleshooting form.

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

Also, you can join our official Telegram group to ask questions or provide feedback.