If a trade can't be placed, the platform shows a message with a code in brackets at the end, for example "(code: 4)". Find the code below to see what to do.
| Code | Message you'll see | What to do |
|---|---|---|
| 1 | Something went wrong on our side. Please try again. If it continues, contact support. | Try again. If it keeps happening, contact support and tell us the code. |
| 2 | Invalid Investment Amount. If problem persists, please contact support for further information. | Check the amount is between ¥500 and ¥100,000 ($5 and $1,000) and try again. |
| 3 | This amount is outside your account's trade limits. | Try a different amount. For more information, contact support. |
| 4 | Your balance is too low for this investment amount. Lower the amount or add funds. | Lower the amount or make a deposit. If you're using cashback, you also need the same amount in real funds. |
| 5 | This market is closed right now. Choose another asset or timeframe, or try again when it reopens. | Choose another asset or expiry, or come back when the market opens. See Trading hours. |
| 6 | This trade isn't available right now. Reload the platform and try again. | Reload the page and try again. |
| 12 | Non trading time has commenced. Select another timeframe or wait until this option reopens. | This expiry has closed to new trades; on the trading screen it shows as closed and greyed out. Choose another expiry or wait for the next one to open. |
| 13 | Low market liquidity. Please try again later. | Wait a moment and try again. |
| 14 | Trade cannot be processed. If problem persists, please contact support for further information. | Contact support for further information. |
| 15 | This asset isn't available right now. Please choose another asset. | Choose another asset. |
| 16 | Trade cannot be processed. If problem persists, please contact support for further information. | Contact support for further information. |
| 17 | Trade cannot be processed. If problem persists, please contact support for further information. | Contact support for further information. |
| 18 | Trade cannot be processed. If problem persists, please contact support for further information. | Contact support for further information. |
| 19 | You have the maximum number of open trades. Wait for one to close. | Wait for one of your open trades to close, then try again. |
| 20 | Your open trades have reached the maximum total amount. Wait for a trade to close or lower the amount. | Wait for a trade to close, or try a smaller amount. |
| 410 | Your account is inactive. Please contact support. | Contact support. |
Contacting support about a code
Use the contact form from your registered account and include:
- the code number
- the asset, trade type and expiry you were trying to trade
- roughly what time it happened
Related: Why are the INVEST, HIGH, LOW and SELL buttons inactive? · Why is my trade not executing? · What time do the markets open and close? · I have a cashback bonus balance, but can not trade. How can I use it?