I cannot sign in, or I keep getting signed out

Sign-in happens in one place and covers the whole product. Your browser holds two things afterwards: a short-lived credential that authorises each request, and a long-lived one whose only job is to renew the first. When you navigate after the short one has aged out, the renewal happens on its own and you should not notice.

Access credential

1 hour

Renewal credential

30 days

Lockout

10 tries

Reset link

1 hour

If you cannot get in

1. 1Check the address before the password — a wrong email and a wrong password give the same answer on purpose, so that the form cannot be used to discover which addresses have accounts. It is not telling you the password is the problem.
2. 2“Too many attempts. Try again in N minutes.” — ten consecutive failures lock the account for fifteen minutes. The count is checked before the password is, so more attempts do not help. Any successful sign-in clears it.
3. 3Use a reset link within the hour — a reset link lasts an hour and works once. An expired one and an already-used one say which, so you know whether to ask for another.
4. 4Try a normal window — a private window that has been closed and reopened has thrown the session away. So has any extension or setting that clears cookies on exit — the renewal credential is a cookie, and clearing it is the same as signing out.

If you keep getting signed out

1. 1Every hour, almost exactly — that is the access credential expiring without the renewal one being available. Something is removing cookies between visits — a privacy setting, a cleaner, or a browser configured to clear site data on close.
2. 2On every app but one — the session is held against the domain rather than one address, so this should not happen. If it does, tell us which app and which browser.
3. 3Everywhere at once, on every device — the renewal credential was presented after it had already been spent. A replay and a genuine theft cannot be told apart, so the safe reading is taken and every session ends. Signing in again restores everything; if it happens repeatedly, that is worth a ticket.
4. 4Right after a password change — that is the intended behaviour. The change ends every other session and reports how many were signed out.
5. 5After signing out somewhere else — ending a session takes effect within about half a minute rather than waiting for the credential to expire, so a device you signed out of stops working almost immediately.

What signing out clears, and what it does not

• Cleared — the session, its renewal credential, and the trading-account selection this browser was carrying.
• Kept — your theme, accent and chart colours, the Demo Mode switch and the value-masking choice. Those describe this browser rather than your account, and they are not worth making you set again.

Sign-out lives in Settings › Profile, under Session. It signs out this browser and leaves your other devices alone.

Changing your email address

A change can be requested and the page will show it as waiting for confirmation, but the confirmation cannot be delivered yet — so the request stays pending and your original address keeps signing you in. If you need the address on your account changed, ask us rather than waiting for a message.

When to tell us

When you are locked out beyond the fifteen minutes, when a reset link never arrives, or when every device is signed out more than once. Include the email address on the account, the browser, and roughly when it happened.