A trading account may be in a different account category, still being created, manually archived, in system hard dormancy or associated with another FXTRADING.com profile.
Check the account list
Confirm that you signed in with the email address linked to the account.
Open Accounts in the Client Portal.
Open Archive List and check whether the account was manually archived.
Clear any filter, refresh the page, and sign out and back in once.
For a manually archived account, use only the status and actions currently displayed for that account.
Check for system hard dormancy
If the account is not in the active list or Archive List, check whether you can currently sign in to that exact account in MT4 or MT5. If you can sign in to the exact account, it has not entered system hard dormancy.
The system hard-dormancy thresholds are:
Live trading account: no funds and no trading activity for 90 consecutive days.
Demo trading account: no trading activity for 30 consecutive days.
Once a trading account enters system hard dormancy, it cannot be reactivated. Customer Support cannot reactivate a system-hard-dormant account.
Newly created accounts
If account creation was just completed, check for a confirmation and allow the Client Portal to finish updating. Do not repeatedly create new accounts merely because the first account is not immediately visible.
The account is still missing
If the account is missing from both the active list and Archive List and you cannot determine its state from the checks above, contact Customer Support through the Service Hub in the Client Portal and provide:
the trading account number, if known;
MT4 or MT5;
Live or Demo status;
whether you can currently sign in to that exact account;
whether the Live account has funds, if applicable;
the approximate last trading date; and
a redacted screenshot of the account list.
Customer Support can investigate the recorded state but cannot reactivate a system-hard-dormant account. Never provide a trading password, Client Portal password or one-time code.