Troubleshooting

If you are having trouble logging in, please check the following based on the platform you are trying to access.

• Email address format — Our system only accepts email addresses entered in lowercase letters. Please ensure your email does not contain any uppercase characters when logging in
• Incorrect password — If you have forgotten your password, you can reset it at Change Password
• Browser issues — Try switching to a different browser or clearing your browser cache and cookies.

Invalid account error: One or more of your login credentials (account number, password, or server) is incorrect. Resolving an Invalid Account error:

• Account number — Confirm your MT5 account number in your Client Area under Accounts, or check your credentials email in Notifications
• Server — Ensure SpecCapitals-Main is selected. Mobile users should search for broker Spec Capitals Ltd and select SpecCapitals-Main
• Password — Ensure there are no spaces in your password. Note that the Investor Password grants read-only access only and cannot be used to place trades — if you are unable to trade, check that you are logging in with your Master Password. No connection error: Check your internet connection and ensure MT5 is not blocked by a firewall or VPN. Check the Journal tab in the Toolbox panel for the specific error reason.

Tip:MT5 passwords can only be changed via your Client Area. See How do I reset my MT5 password? for details.

• Live chat on our website
• Support ticket via your Client Area
• Email: [email protected].

A deposit showing a "Waiting for Money" status means your deposit order has been created successfully, but the payment has not yet been completed or confirmed by our payment partner.

• Payment not yet submitted — You created a deposit order in your Client Area but have not yet completed the payment on your bank or payment platform
• Payment submitted but not yet confirmed — Your payment has been sent but is still being processed by the payment provider.

• Confirm that you have completed the payment on your bank or payment platform after creating the deposit order in your Client Area
• Check the expected processing time for your chosen payment method — processing times vary by method. See What are the deposit and withdrawal limits? for reference
• For cryptocurrency deposits, confirm that your transaction has been broadcast on-chain and a transaction hash (TXID) has been generated.

If your deposit remains pending beyond the expected processing time, please contact our support team with your proof of payment:

• Live chat on our website
• Support ticket via your Client Area
• Email: [email protected].

Withdrawal processing times vary by payment method. If your withdrawal has not arrived within the expected timeframe, please check the following.

• Submitted after cut-off time — Withdrawals submitted after 12:00 PM AEDT/AEST will be processed on the next working day
• Negative account balance — One or more of your MT5 accounts has a negative balance. Please contact our support team
• Withdrawal method mismatch — See Why was my withdrawal rejected? for details
• Bank wire specific issues — See Why hasn't my bank wire transfer arrived? for details.

• Live chat on our website
• Support ticket via your Client Area
• Email: [email protected].

If your order was rejected, the most common cause is insufficient margin in your trading account. Please check the following before placing your order again.

• Available margin: Ensure your account has sufficient free margin to open the position. Your available margin is displayed in MT5 under the Trade tab.
• Account leverage: A lower leverage setting requires a higher margin to open the same position size. If your available margin is insufficient, consider reducing your position size. See How is margin calculated? for details.
• Leverage applicable to the instrument: Note that custom leverage only applies to Forex and Precious Metals. All other instruments use their own fixed or dynamic leverage regardless of your account leverage setting, which may require more margin than expected. See What is the maximum leverage available? for details.

Tip:If your order cannot be placed due to market closure or position size limits, MT5 will display a specific error message indicating the reason. Check the Journal tab in the Toolbox panel for details.

• Live chat on our website
• Support ticket via your Client Area
• Email: [email protected].

Maintenance schedules vary and are announced on a case-by-case basis. The scope and duration of each maintenance window will differ depending on the nature of the work being carried out.

All scheduled maintenance notices are published in advance via News in your Client Area. To access News:

• Log in to your Client Area
• Select News from the top navigation menu. We recommend checking the News section regularly to stay informed of any upcoming maintenance that may affect your trading activity.

Tip:The impact of each maintenance window — including which services may be affected and the expected duration — will be detailed in the respective announcement.