Account connection is sensitive, temporary disconnection happens sometimes. It could exists issues at the broker's side, on the network or proxies, at the servers side, or at our side, many factors are involved, we cannot guarantee a 100% sync permanently, nonetheless we are trying to minimize the consequences in such situations. For example broker demo accounts have usually a lower service level and disconnections may happens more regularly function of the broker.

If your account is disconnected, please follow these steps:
1. Verify the credentials and login details (server name and broker). If your broker is not yet supported, we can easily add it, just contact us on our Live Chat
2. Verify also that you have assigned a subscription to your Slave/Follower.
3. You can try to switch OFF/ON the account too
4. If you have a paid plan you can try to change the server location in the global settings at the top right in order to reset the connection.

We are permanently working to have the most stable and accurate Trade Copier, however many factors and third parties are involved and there is things out of our control as server, proxies, network or brokers issues that may happen. By changing the server location it would reset the connection and it may helps.

Also, we can recommend you to activate email (free) alerts for your master and slave account.
Alerts are sent in case of disconnection or when an order failed to copy.

1) How to check the order status?
First, you can have a quick overview of the latest orders copied and their status in the monitoring area at the top of the cockpit, if an order failed it will appear flashing in red in the “Last Master Trades”. Just click on the last master order and the “Failed Slave Orders” will display the reason for rejection, if an error is shown, please visit the “Order status” section in order to learn more about it and fix the problem.

2) Have you defined a Risk Factor?
Verify that you have defined a Risk Factor for your Slave in the Account Settings, if not, please define a Risk Factor for your slave account and try again.

3) Is the state of your Slave "CONNECTED"?
Please verify that your Slave is connected, if not, just switch ON the account. If any error message appears when trying to connect it, please verify the credentials and login details. Verify also that you have assigned a subscription to your slave. Be sure to use the Trader Password for your slave account.

4) Is the state of your Master "CONNECTED"?
Please verify that your Master is connected, if not, just switch ON the account. If any error message appears when trying to connect it, please verify the credentials and login details. For the Master account, you can use either the investor password or the trader password.

5) Is your issue still not solved?
If all your accounts are connected and you have set a Risk Factor, but the issue is still not resolved, please contact us in the Live Chat.