If you're unable to locate your trading account in your Client Portal, consider these possible explanations:
For Newly Created Accounts
After creating a new trading account, there might be a brief processing period during which your account won't be immediately visible. To locate your new account:
Refresh the page to update the display
Check the appropriate tab (real or demo) based on your account type
Scroll through your account list thoroughly
Use the Sort filter to organize accounts by newest first
Consider assigning nicknames to your accounts for easier identification
For Existing Accounts
If a previously visible account has disappeared, it may have been archived due to inactivity. Real trading accounts can be automatically archived after 90 days without activity, while demo accounts are permanently deleted after 30 days of inactivity.
Account inactivity means no trades have been executed and no balance operations (deposits, withdrawals, or transfers) have been processed.
To find archived accounts, check the "Archived" section in your Account List. Real accounts can be reactivated, but demo accounts cannot be recovered once deleted.
If you've tried these steps and still can't find your account, please contact our service team for assistance.