Reasons for the error: 

1. The MT4 login number is incorrect

2. The password is incorrect 

3. The server is incorrect

How to Troubleshoot:

1. The MT4 login number is incorrect – Kindly double-check the account number with the original welcome email you received when first opening the account.
2. The password you have entered is incorrect – Please check with the welcome email sent. Alternatively, you can reset your password using the below steps:

2.1. Reset directly via Client Portal: 

You can access the link below to reset your password. A new PIN will be notified through your registered mobile number or email address.  

2.2.  Reset via MT4 platform (laptop only): This option is applicable to clients who remember their existing password but like to change to a new password. 

• Open your MT4 platform. 
• Click "Tools" 
• Click "Options" 
• On the "Server "tab, click the "Change" button
• Type your current master password 
• Click "Change master password" 
• Type the new master password & confirm

        3.  You did not select the correct server number.

Here are the steps on how to rescan your server (laptop):

1. Go to "File" 
2. Click "Open an account" 
3. Scroll down the server list and click on the green (+) button 
4. Key in  Axi - <server>  
5. Click "Scan" 
6. Choose the correct server and click "Next" 
7. Key in the MT4 login ID and password 
8. Click "Finish"

If successful, you should see the connection speed at the bottom right corner of your MT4 platform.