If an order is not copied as expected please follow the procedure below to identify the issue. Once the procedure is completed, if the problem is still not solved, thanks to contact us on the Live Chat.
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 your MT4 or MT5 Master account you can use either the investor password or trader password.
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 assign a subscription to your slave. Be sure to use the Trader Password for your slave account.
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 “Error messages” section in order to learn more about it and fix the problem.
For more details on the order that has failed, please go to your "Slaves -> Orders". Then click on the blue arrow to load or refresh the data. You can see the final order status there.
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