Use the right MT5 details

MT5 needs the trading account number, trading password, and server assigned to that specific account. Your MarketMates website sign-in details may be different.

If you have more than one trading or challenge account, confirm that all three details belong to the same account before retrying.

  1. Confirm your account uses MT5

    Check the platform shown for the account. Credentials for another platform or another account will not connect in MT5.

  2. Select the exact trading server

    In MT5, choose Log in to an existing trade account and select the server exactly as it appears in your account details. Do not choose a similar-looking server.

  3. Re-enter your account number and password

    Type both values manually once. This rules out hidden spaces or incomplete characters introduced by copy and paste. Passwords are case-sensitive.

  4. Check your internet connection

    Confirm the device is online, turn off airplane mode, and try another trusted network if available. Reopen MT5 after the connection is stable.

  5. Reset your trading password if needed

    Use the password reset option for the relevant trading account, then enter the new password in MT5. Make sure you reset the trading/master password rather than an investor/read-only password.

Expected outcome

MT5 connects to the selected account and begins showing live or available quotes without an authorization or connection error.

Common error messages

  • Invalid account
  • Authorization failed
  • No connection
  • Common error

Troubleshooting

The server is not listed

Use the broker/server search in MT5 and enter the server name exactly. Confirm you installed MT5 rather than MT4. If it remains unavailable, capture the server name and app version for support.

The login works on one device but not another

Compare the account number and selected server on both devices, update the failing app, and test its network connection. Re-enter the password manually on the failing device.

The account connects but trading is unavailable

Confirm you used the trading/master password rather than an investor password, then check the account status and whether the relevant market is open. This is different from a login failure.

Escalate when

  • The exact account number, password type, and server have been checked and the login still fails.
  • The assigned server is not available in an up-to-date MT5 app.
  • A password reset succeeds in the account area but the new trading password is still rejected.
  • The account status or platform shown in the account area appears incorrect.

Include when contacting support

  • Your MarketMates account email and the affected trading account number (never the password).
  • The exact MT5 error message and the approximate time it occurred, including your time zone.
  • The selected server, device type, operating system, and MT5 app version.
  • A screenshot with passwords, OTPs, balances, and other unrelated personal information removed.
mt5loginservercredentialstroubleshootingMetaTrader 5MT5