Quick table
| Problem | What it usually indicates | First check |
|---|---|---|
| Cannot log in | Wrong broker environment or credentials | Environment selector at login, then password |
| Disconnected state | Connectivity or broker availability | Other apps online; broker status page |
| Symbol missing | Watchlist or broker offering | Symbol search and watchlist settings |
| Charts not loading | Data feed or timeframe | Switch symbol/timeframe; restart |
| Order rejected | Account or symbol conditions | Exact rejection reason in the trade log |
| cBot not running | Configuration or permissions | Automate instance settings and logs |
| App out of date | Pending platform update | Installed version against current release |
Login problems
Most cTrader login failures trace to the broker environment selected at login, not the password. cTrader separates broker and environment (demo versus live), and credentials issued for one do not work on the other. Re-enter credentials manually, confirm the environment with the broker, and check for an outdated app before escalating.
Connection and data issues
For persistent disconnection, verify the internet path (VPNs and corporate networks interfere), check whether other accounts connect, and look at the broker's status channels. If charts freeze while the connection shows active, refresh the chart, switch timeframe, or restart the platform.
Order problems
Rejections and unexpected behaviour almost always leave a reason in the trade log or account history. Quote that exact reason, the symbol, the volume and the time when contacting support; "my order did not work" cannot be diagnosed, a logged reason can.
cTrader Automate issues
For cBots: confirm the instance is actually started, check symbol and timeframe settings, review the log tab for errors, and verify the account has algorithmic trading permitted. Reinstalling a cBot from its original source fixes most corrupted-file cases.
When to escalate
Credentials confirmed correct but rejected, environment missing from the list, platform-wide outage signs, or payment interface errors belong with broker support. Attach screenshots and exact messages. For structured help, the cTrader expertise page describes support and testing engagements.