All of the above are answered on this page
Note: if 99% of our traders have their software downloaded and working perfectly and yours is not. Then it has to be a problem that is localized to your machine. We are adept at solving these problems but we ask that you try and fix it first using the below solutions. If you still have a problem then we are here to help.
PLEASE NOTE: When properly installed the charts will HAVE candles and the top left will say “Locked” – this is correct! Click the turquoise graphic above right to see if your charts look like this.
Before you go through the hassle of the process below, you SHOULD try and fix it yourself. 99.9% of the time the problem with charts not loading is due to your FIREWALL. You can fix this!
This condition is caused by primarily TWO things.
#1 Your firewall is blocking the charts from accessing the internet. To make sure it is your firewall you can disable it and then run the charts. If they load then you have found your problem. Manually go to your firewall (Norton and McAfee or notorious for this) and tell it to ALLOW patraders.exe.
You may also just have your computer set too restrictive in your security settings. Simply telling it to be a little more permissive can solve the problem ( your computer thinks our software might be malicious and since you have told it to prevent anything that looks malicious it is doing what you asked it to).
Note: The Program files are placed in the “Application Data” file on your computer. Many times this folder is hidden on your PC and you may need to turn it on. Here is the link to learn how to do this if you do not know how CLICK HERE.
Now enable your firewall again and they should run.
#2 You entered a wrong username and/or password by mistake on the “Demo” charts and so the one you put in does NOT match the one you created.
Go on the charts to the tool bar: SYSTEM / SETTINGS and input the username and password you selected. Can’t remember them? Send an email using Step 1 below and give us the preferred username and password and we will re-input it into the system.
Also note: If you are running Vista…it is a very cranky Microsoft product and is a real pain to work with.
Need to Uninstall and Reinstall your charts? Download instructions on how to do this, Uninstall & Reinstall Charts.
Ok, you will need to send us an email using the link below with as much information as you can. Like your name, the email address you used to sign up with, what you think the username and password is (we don’t store passwords so it will need to be changed). Then tell us what you WANT the username and password to be. This is a manual process so be patient.
If you forgot to do this when you first signed up here are the instructions again.
I still don’t get it? email@example.com.
Live Tech support is available during “normal business hours in the USA.” We do monitor it other times, but your best opportunity is during this time.
If you experience any other problems with the charts
1. First read all the way to the bottom of this page. Then simply do BOTH PARTS below:
YOU MUST FIRST send us an email – this alerts the tech department that someone needs help.
You must put HELP in the subject line, include your name, a phone number and a brief description of the problem you are having.
This is EXACTLY what it should look like.
IF YOU DID NOT DO STEP 1 ABOVE DO NOT DO STEP 2!!! IT WILL NOT TRIGGER A RESPONSE WITHOUT STEP 1!
Step 1: Email us at firstname.lastname@example.org with the subject “HELP”.
After sending us email (step one above) click the Help button below to connect directly with the Support Desk and IF a technician is available they will respond ASAP. You will be required to download a small app on to your PC that allows us in to fix it – you will need to do ALL the steps below.
Please note this is NOT automated so if no one is there or they are currently working with another client you may have a wait.
You will then get this screen… FILL IT OUT
You will now see this (it needs to download a small file on your computer). Click SAVE FILE.
Double Click the Bomgar Icon on the next pop up.
This now pops up … click RUN.
YEA … you made it!
You are now in the Queue … waiting for the technician.
Please note the login is ONLY FOR technical problems with charts loading or password problems and only used by our admin to solve problems online.
“Trading Forex involves substantial risk, is not for every trader and only risk capital should be used.”