Separate the MarketMates sign-in from the trading-platform sign-in
Use the credentials assigned to the Match-Trader trading account. MarketMates website credentials, MT5 details, or credentials for another account may not work for this sign-in.
If you manage more than one account, confirm that the account identifier, platform assignment, and login details all refer to the same Match-Trader account.
Capture the failure before changing everything
Record the complete message, connection state, or screen shown when sign-in fails, along with the approximate time and your time zone. Do not include a password or one-time password in notes or screenshots.
Change one thing at a time during troubleshooting. This makes it easier to identify whether the issue is the access route, credentials, browser state, network, or account selection.
Return to the official access link
Open the browser link or app access instructions shown by MarketMates. Do not use a saved third-party link, search result, advert, or unofficial download as a substitute.
Confirm your Match-Trader account
Check that MarketMates shows the account as assigned to Match-Trader, then compare the account identifier and available status with the account you are trying to open.
Re-enter your account credentials
Type the account identifier and password manually once to rule out hidden spaces or incomplete copy-and-paste. Use only the credentials for that trading account.
Test your browser session
If you use browser access, refresh once, then try a private window. If that works, clear site data for the official Match-Trader route in the regular browser and sign in again. Avoid clearing unrelated saved passwords or browsing data.
Check your network
Confirm the device is online and retry on another trusted network if available. Temporarily test without a VPN, proxy, content blocker, or restrictive work network if you can do so safely and within your organisation’s rules.
Check account selection and status
After sign-in, verify that the intended account can be selected and that its status in MarketMates is consistent with access. An unavailable or different selected account is not the same as an incorrect password.
Record the exact error before escalating
Before escalating, copy the exact visible error or connection state and note which access method, browser or device, account identifier, and network were used.
Expected outcome
The official Match-Trader route accepts the assigned trading-account credentials, the intended account can be selected, and the platform completes sign-in without repeating the same error or connection state.
Troubleshooting
A private window works but the regular browser does not
Clear site data only for the official Match-Trader route, close duplicate tabs, disable extensions for one controlled test, and sign in again. Re-enable normal protections after the test.
The official route opens but the expected account is missing
Check the account identifier, Match-Trader platform assignment, and status in your MarketMates account area. Capture both the expected identifier and what the platform shows, without exposing credentials.
Sign-in fails on one network or device only
Compare browser version, connection, VPN or proxy use, blockers, and device time settings. Use a trusted alternative network or device only as a diagnostic check, not as a permanent workaround you do not trust.
The same credentials work and then fail later
Return to the official access route, check whether the account selection or status changed, and record the exact message and time. Do not repeatedly reset credentials without first identifying which sign-in is failing.
Escalate when
- The official MarketMates access route repeatedly fails after a private-window and trusted-network check.
- Assigned Match-Trader credentials are still rejected after they are manually re-entered and verified for the correct account.
- The affected account is assigned to Match-Trader but is missing, unavailable, or shows an unexpected status.
- The same exact error or connection state continues after browser, device, and network checks.
Include when contacting support
- Your MarketMates account email and affected trading account identifier, but never any password or OTP.
- The exact error text or connection state, the approximate time it occurred, and your time zone.
- Whether you used the official browser link or MarketMates-provided app instructions, plus the browser or device and operating system.
- The checks already completed, including private window, site data, extensions, network, account selection, and account status.
- A redacted screenshot that excludes passwords, OTPs, private links or tokens, balances, and unrelated personal information.