Mobile Trading troubleshooting guide

When logging in, please keep the following in mind:

• Passwords are case sensitive

• Special character such as ‘~!@#$%^&*()_-+<>?|\/’ are accepted for passwords

If you still cannot log in, we suggest the following steps:

1. Note the message you receive when you try to log in.

If you have received the message Your OANDATradeA trade is the actual execution of buying or selling an asset, resulting in a completed transaction. account is locked. Please contact OANDA customer service, you will need to contact us by phone, chat or email for logging in assistance. Otherwise please proceed to step two.

2. Try resetting your password

• Use the Forgot password? link to reset your password.

• The password link will be emailed to you at the email address associated with your OANDA account
• Click on the link and follow the steps
• If you don’t receive an email, try checking your junk mail

If, after trying all these steps, you still cannot log in, please contact a member of our customer service team by phone, chat or email.

If you experience a technical issue with the mobile app, please follow the steps below.

1. Force restart the app (restarting the app will resolve most of the problems you experience):​​​​

• For iOS double press your home button or slide up from the bottom of the screen
• For Android press the task button for task view
• Close the OANDA Trade app (swipe out the app to completely close it)
• Relaunch the app.

2. Restart your mobile device

3. Reinstall the mobile app

4. Report a problem from the mobile app to help us with the investigation.

You can report a problem by following these steps. If the application is unresponsive, contact frontdesk@oanda.com .

1. Tap More.

2. Tap Feedback and then tap Report a Problem .

3. Write a description of the problem.

4. Tap Send.