> ## Documentation Index
> Fetch the complete documentation index at: https://openproofs.pro/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting Common Issues on the FORXEA Platform

> Step-by-step solutions for common FORXEA issues, including login problems, delayed market data, order rejections, and platform performance.

Most issues you encounter on FORXEA can be resolved quickly by following the steps on this page. Work through the relevant section below, and if the problem persists after trying the suggested steps, the support team is on hand to help.

<AccordionGroup>
  <Accordion title="I can't log in or I've forgotten my password">
    <Steps>
      <Step title="Go to the sign-in page">
        On the Tyndra sign-in page, click **Forgot Password**.
      </Step>

      <Step title="Submit your email address">
        Enter the email address associated with your account and submit the form.
      </Step>

      <Step title="Check your inbox">
        Check your inbox for a password reset email — this usually arrives within a few minutes. If you don't see it, check your **spam or junk folder**.
      </Step>

      <Step title="Set a new password">
        Follow the link in the email to set a new password, then try logging in again.
      </Step>
    </Steps>

    If you're still unable to access your account after completing these steps, [contact our support team](/support/contact) with your account email address.
  </Accordion>

  <Accordion title="My 2FA code isn't working">
    Two-factor authentication codes are time-sensitive, so an incorrect code is most often caused by a clock sync issue on your device.

    * **Sync your device time**: go to your phone or computer's date and time settings and enable automatic time sync.
    * **Try a backup code**: if you saved backup codes when setting up 2FA, use one of those to log in.

    If you're still locked out after trying the above, [contact our support team](/support/contact) and we'll help you regain access securely.
  </Accordion>

  <Accordion title="My account is locked">
    Tyndra automatically locks an account after a number of consecutive failed login attempts to protect against unauthorised access.

    To unlock your account:

    <Steps>
      <Step title="Check your inbox">
        Look for an automated unlock email from Tyndra and follow the instructions provided.
      </Step>

      <Step title="Use the Unlock Account link">
        If you didn't receive an email, visit the sign-in page and use the **Unlock Account** link.
      </Step>

      <Step title="Contact support">
        If neither option works, [contact support](/support/contact) and we'll verify your identity and restore access.
      </Step>
    </Steps>

    <Note>
      Once you regain access, consider enabling two-factor authentication in **Settings > Security** to add an extra layer of protection.
    </Note>
  </Accordion>

  <Accordion title="Market data isn't updating or appears stale">
    <Steps>
      <Step title="Check your internet connection">
        Confirm your connection is active and stable.
      </Step>

      <Step title="Refresh the data feed">
        Press **R** to refresh the data feed, or reload the page.
      </Step>

      <Step title="Clear your browser cache">
        If the issue persists, clear your browser cache and cookies, then reload the platform.
      </Step>
    </Steps>

    If market data remains stale after these steps, please [contact support](/support/contact).
  </Accordion>

  <Accordion title="Charts are not loading">
    <Steps>
      <Step title="Try a different browser">
        Open the platform in a different browser — Chrome, Firefox, or Edge are recommended.
      </Step>

      <Step title="Disable browser extensions">
        Disable any browser extensions, particularly ad blockers or privacy tools, which can interfere with chart rendering.
      </Step>

      <Step title="Check that WebGL is enabled">
        Tyndra's charts rely on WebGL for rendering. You can verify this at [get.webgl.org](https://get.webgl.org). Enable WebGL in your browser settings if it's currently off.
      </Step>

      <Step title="Reload the page">
        Reload the page and check if charts load correctly.
      </Step>
    </Steps>

    If charts still won't load, [contact our support team](/support/contact) and include the browser name and version you're using.
  </Accordion>

  <Accordion title="Prices look incorrect">
    Prices displayed on Tyndra are indicative and include the bid/ask spread, so they may differ slightly from prices shown on other sources. To verify a price:

    * Check the **order book** for the current bid and ask levels.
    * Compare with the spread shown on the instrument's detail panel.

    If you consistently see prices that appear significantly wrong, or if a price appears frozen while others update, please [contact support](/support/contact) with the instrument name and the time you noticed the issue.
  </Accordion>

  <Accordion title="My order was rejected">
    Orders can be rejected for several reasons. Check the error message shown in your **Order History** for the specific cause. Common reasons include:

    * **Insufficient funds** — your available balance is too low to cover the order and any margin requirements
    * **Market closed** — the instrument's market is outside trading hours
    * **Price outside limit range** — your limit price is too far from the current market price
    * **Invalid quantity** — the order size is below the minimum or above the maximum allowed

    Correct the relevant detail and resubmit your order. If you continue to see rejections without a clear reason, [contact support](/support/contact).
  </Accordion>

  <Accordion title="My order shows as pending for a long time">
    * **Market orders** should fill almost instantly when the market is open. If a market order has been pending for more than a few seconds, check that the relevant market is currently open.
    * **Limit orders** remain pending until the market price reaches your specified level — this is expected behaviour. You can view and cancel pending limit orders from the **Orders** tab.

    If you believe a market order should have filled but hasn't, [contact support](/support/contact) with the order ID from your Order History.
  </Accordion>

  <Accordion title="I can't see my position after placing a trade">
    <Steps>
      <Step title="Wait a moment">
        The portfolio takes a few seconds to update after a trade is confirmed.
      </Step>

      <Step title="Confirm the order status">
        Go to **Order History** and check that the order status shows as **Filled**.
      </Step>

      <Step title="Refresh the Portfolio tab">
        Reload the Portfolio tab to pull in the latest data.
      </Step>
    </Steps>

    If the order shows as filled but the position is still missing from your portfolio, [contact support](/support/contact) immediately and include the order ID so we can investigate.
  </Accordion>

  <Accordion title="The platform is running slowly">
    <Steps>
      <Step title="Free up browser memory">
        Close any unused browser tabs to reduce memory usage.
      </Step>

      <Step title="Clear your browser cache">
        Clear your browser cache and reload the platform.
      </Step>

      <Step title="Switch to a wired connection">
        If possible, use a wired internet connection rather than Wi-Fi for a more stable experience.
      </Step>

      <Step title="Try a different browser">
        Try Chrome or Firefox, which generally perform best with Tyndra.
      </Step>

      <Step title="Disable background extensions">
        Disable browser extensions that may be consuming resources in the background.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="Charts are freezing or lagging">
    * **Reduce the number of indicators** applied to your charts — each indicator adds processing load.
    * **Shorten the chart history range** — loading years of tick data can be demanding on your device.
    * **Try a different timeframe** — switching to a higher timeframe (for example, from 1-minute to 5-minute candles) reduces the number of data points rendered.
    * Reload the page to clear any accumulated memory usage.

    <Note>
      Running multiple real-time charts simultaneously across several instruments is resource-intensive. If you frequently need several charts open at once, a machine with more RAM will give you a noticeably smoother experience.
    </Note>
  </Accordion>

  <Accordion title="I'm not receiving email notifications">
    <Steps>
      <Step title="Check your spam folder">
        Notification emails can sometimes be filtered into your spam or junk folder.
      </Step>

      <Step title="Verify your email address">
        Log in to your account and go to **Account Settings** to confirm the email address on file is correct.
      </Step>

      <Step title="Check your notification preferences">
        Go to **Settings > Notifications** and ensure the relevant notification types are enabled.
      </Step>

      <Step title="Add Tyndra to your safe senders list">
        Add `support@tyndra.com` to your email contacts or safe senders list to prevent future filtering.
      </Step>
    </Steps>

    If you've confirmed all settings are correct and emails are still not arriving, [contact support](/support/contact).
  </Accordion>

  <Accordion title="Price alerts aren't triggering">
    1. Go to **Settings > Alerts** and verify the alert is listed and marked as **Active**.
    2. Check the condition you set (for example, price rises above X) against the current market price to confirm the condition hasn't already been met and the alert consumed.
    3. Ensure that price alert notifications are enabled in your notification preferences.

    If your alert conditions appear correct and alerts still aren't firing, [contact support](/support/contact) with the instrument name and the alert details.
  </Accordion>
</AccordionGroup>

<Info>
  If the steps above haven't resolved your issue, the FORXEA support team is ready to help. Visit the [Contact Support](/support/contact) page to reach us by phone or email — we aim to respond within 1 business day.
</Info>