MT5 troubleshooting guide for OANDA Global Markets

If your question relates to how to use a specific feature of the platform, please refer to the OANDA MT5 platform user guide .

Below are some common issues and solutions to problems users often encounter when using the MT5 platform:

To reset your MT5 password, login to theOANDA portal and follow the steps below:

1. Open the MY ACCOUNTS tab located along the top of the screen. Find the MT5 account you want to change the password for.

2. Click on the account you wish to reset the MT5 account password, for example USD-001-0010001.


3. Click on Change Password


4. A box will pop up. Fill in the New Password and Retype Password fields. Next, click Submit.


Please follow the steps below to refresh your server list and log in if you do not see your assigned MT5 server on the login window.

1. Click on File

2. Click on Open an Account


3. Type in OANDA in the field to search for broker servers

4. Click on Find your broker

5. Your server list will be refreshed and click on your assigned server

6. Click Next


7. Click on Connect with an existing trade account

8. Enter your login ID and password

9. Click Finish to complete the login.


The MT5 platform will display the Invalid account error message in the Journal tab under Toolbox if you have entered the incorrect login, password or server.


Please refer to the steps below to resolve your log in problem.

  1. Double check your login ID and assigned server
  2. If your login ID and server are entered correctly, please reset your MT5 account password before logging in again.

The MT5 platform will display the no connection error message in the Journal tab under Toolbox if you have entered the incorrect server or if your platform server list needs to be refreshed.


To resolve this issue, refresh your server list and log in again.

The MT5 platform may display the trading has been disabled - disabled on server error message in the Journal tab of the Toolbox section.

If your account balance is 0, trading in your account is automatically disabled and an error message is shown. This error has no other practical effects on the functionalities of your MT5 trading account. As soon as your account balance goes over 0, trading in your account will be automatically enabled.

In the event of a technical issue on your platform that cannot be resolved, please send the MT5 platform log to us for further investigation. Please refer to the steps below on how to retrieve and send us the log:

1. Click on File

2. Click on Open Data Folder

3. Double click on logs


4. The log file names are dates. Locate the required log file (based on the date on which the issue occured).


5. Email frontdesk@oanda.com using the subject line MT5 platform log. Write a detailed description of the issue with steps to reproduce it, and attach the copy of your log file for further investigation.

Still have questions? Chat with an agent.