Can't sign in
Solutions for wrong passwords, unconfirmed email, locked accounts, and expired trials.
Common reasons you cannot sign in
Wrong password
If you see an "Invalid email or password" error, check that:
- Caps Lock is not on
- You are using the email address you registered with (not an alias)
- You are using the password set during registration, not a password from another service
To reset your password, click Forgot password on the sign-in page. Enter your registered email address and a reset link will be sent within a few minutes. Check your spam folder if it does not arrive promptly. The reset link is valid for 1 hour.
Unconfirmed email address
If you registered but never clicked the confirmation link in the welcome email, your account is not yet active and sign-in will fail. Return to the sign-in page and click Resend confirmation email. Enter your email address and a new confirmation link will be sent. Check your spam folder — confirmation emails from new services are frequently filtered.
If your company uses a filtering system that blocks external confirmation emails, try signing up with a personal email address instead.
Account locked after too many attempts
After a number of consecutive failed sign-in attempts, your account is temporarily locked for security reasons. The lockout period is 15 minutes. After this period, you can attempt to sign in again. If you have forgotten your password, use the Forgot password flow rather than continuing to guess — each failed attempt resets the lockout timer.
Trial expired
If your 7-day free trial has ended and you have not added a payment method, your account access is paused. You can still sign in to your account, but you will see a prompt to add a subscription rather than the trading terminal. Go to Settings → Subscription and click Add payment method to reactivate.
Subscription lapsed or payment failed
If your subscription is active but a payment has recently failed (expired card, insufficient funds), your account may be in a grace period or suspended. Sign in and check Settings → Subscription for the payment status. Update your card details if needed and retry the payment.
Still unable to sign in
If none of the above applies and you still cannot access your account, contact HRT support with:
- The email address you registered with
- A description of the error message you see
- The approximate time of the failed sign-in attempt (helps with log tracing)
Support can investigate account-level issues that are not resolvable through the self-service flows above.