iTradeMobile - Mobile Trading Platform for Forex on Apple iPhone or Wireless Device

Troubleshooting Guide

Please use the following interactive Troubleshooting Guide to help you quickly identify the issue.

1. Have you either signed up for a monthly PayPal subscription or a free Referring Broker subscription? Yes No

A. Please sign up for a monthly PayPal subscription or take advantage of our free subscription offer. In either case you will need an active iTradeMobile account before you can access our platform.

2. Did you receive a welcome email from iTradeMobile, which has the Subject - "Subscription Info for iTradeMobile.com"? Yes No

A. The Welcome Email contains all the critical access information that you will need as reference. Please contact Technical Support and we will promptly email you a copy.

3. The iTradeMobile platform is located at https://www.itrademobile.com/a. Are you able to access it? Yes No

4. Can you access any other sites from your device? Like http://www.fxcm.com? Yes No

A. There can be an outage at https://www.itrademobile.com/a. Please try to access our Back Up Server at https://www.itrademobile.net/a.

A. Your mobile device is having issue connecting to the Internet. Please restart your phone, refer to your mobile device manual, or contact your mobile device support for help.

4. Enter your Email Address and your iTradeMobile Access Code. Click Proceed. Can you login successfully (try up to 3 times)? Yes No

A. There is an issue with your iTradeMobile account, please contact Technical Support and we will look into the issue for you.

5. Choose your FXCM User Name from the drop down box, and then Enter your FXCM Account Password. Make sure the Account Type (Real/Demo) is set correctly. Leave the Host as-is (should be http://www.fxcorporate.com/Hosts.jsp). Click Login. Can you see your Account Balance? Yes No

A. Congratulations! You are now logged in. Please refer to our User Guide if you have questions about how to access various trading functions.

6. Review your Account Information. Is your FXCM User Name correct (not missing a digit)? Is the Account Type (Real/Demo) correct? Is the Host correct? Is your FXCM password correct? Yes No

7. Is your FXCM Account one of the following types? MetaTrader 4 (MT4), Active Trader, or PIP Spread Betting? (By the way, if you do not know what these types are, that usually means your answer to this question is No.) Yes No

A. Due to technical restrictions, iTradeMobile currently cannot connect to any of these accounts. Please check back later for our lastest support account types. If you have paid for a subscription, please email Technical Support for a full refund.

8. Can you type in the exact same User Name in FXCM Trading Station II and login successfully? Yes No

A. Please email Technical Support so we may conduct a detail troubleshoot session with you.

A. FXCM may be having an outage. Please check FXCM System Status for server status. Try again when FXCM server is back online.

A. Please correct your FXCM Account Information by clicking Manage Your Account. Once you save your information, restart the login process.

1. Have you either signed up for a monthly PayPal subscription or a free Referring Broker subscription? Yes No

A. Please sign up for a monthly PayPal subscription or take advantage of our free subscription offer. In either case you will need an active iTradeMobile account before you can access our platform.

2. Did you receive a welcome email from iTradeMobile, which has the Subject - "Subscription Info for iTradeMobile.com"? Yes No

A. The Welcome Email contains all the critical access information that you will need as reference. Please contact Technical Support and we will promptly email you a copy.

3. The iTradeMobile Account Information is located at https://www.itrademobile.com/users. Are you able to access it (ideally from your computer)? Yes No

4. Can you access any other sites from your computer? Like http://www.fxcm.com? Yes No

A. There can be an outage at https://www.itrademobile.com/a. Please try to access our Back Up Server at https://www.itrademobile.net/Users.

A. Your computer is having issue connecting to the Internet. Please restart your phone, refer to your mobile device manual, or contact your mobile device support for help.

4. Enter your Email Address and your iTradeMobile Access Code. Click Proceed. Can you login successfully (try up to 3 times)? Yes No

A. You are now ready to change your Account Information, including your Email Address, your iTradeMobile Access Code, as well as any of your 3 FXCM accounts. Click Save when finished and it will redirect you back to our main page.

5. Did you forget your iTradeMobile Access Code? Yes No

A. Please use our Forgot my Access Code link to recover your access code. You will need to know the Email Address that you use to sign up with iTradeMobile, and also 1 of your FXCM User Names that has been previously entered into our system. If you have trouble recovering your access code, please email Technical Support and we will help you.

A. Perhaps your access code got changed or updated. Please use our Forgot my Access Code link to recover your access code anyway. It will be a good practice for you to change it after you recover it. You will need to know the Email Address that you use to sign up with iTradeMobile, and also 1 of your FXCM User Names that has been previously entered into our system. If you have trouble recovering your access code, please email Technical Support and we will help you.

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