If the platform won't load, the chart is blank or buttons don't respond, work through these steps in order. Most problems are fixed by the first two.
- Reload, or start again from your client area. If you're on the platform, open Settings and choose Reload platform. If that doesn't help, go to my.zentrader.com, log in, and open the trading platform from there. Old bookmarks, links in messages and pages left open from a previous session often stop working, so always start from the client area.
- Check your connection. Open another website to confirm you're online. If you're on a VPN, turn it off while you test: some VPN servers are slow or unstable. Security software or an ad blocker can also block the platform's live price connection, so try pausing it.
- Use a supported browser. The platform supports the latest versions of Chrome, Safari and Edge. The built-in browsers inside apps such as LINE, Instagram and Google often cause problems, so if you opened the platform from a link in an app, open my.zentrader.com in one of the supported browsers instead.
- Reset the browser. Clear the cache and cookies, restart your device, then log in again from your client area.
- Try a different route. Switch between Wi-Fi and mobile data, or try another browser. If the platform works on one and not the other, the problem is with that connection or browser.
- Check it isn't maintenance. On Sunday from 21:00 to 22:00 UTC (Monday 6:00 to 7:00 Japan time) the platform is down for weekly maintenance. See When is scheduled maintenance?
Your open trades are safe. If you lose connection, trades you've already opened stay open and settle as normal.
If it still isn't working
Contact support with:
- a screenshot of what you see;
- your device (PC, iPhone, Android);
- your browser and its version;
- the time it happened.
Related: When is scheduled maintenance? · The trade buttons are greyed out · My trade didn't go through · Error codes and messages