If a module in the platform doesn't work, there are a few things we would like you to do, before escalating for further investigation.
For initial troubleshooting, please try to see if any of the following points resolves the issue:
- Login from a different browser
- Login from a different computer
- Check that non of these are blocking anything related to Saxo:
- Trusted sites
- Ad-blockers
- Antivirus
- Firewall
- Clear cache and cookies
- Try Incognito Mode
- General SaxoTraderGo troubleshooting
- Re-install (SaxoTraderPRO)
In case the points listed above does not resolve the issue, please provide us with as much information as possible via a case or via email: support@accountservices.saxo
As a minimum, we need you to provide us with:
- Client ID
- Exact time stamp (and time zone) on when the issue latest occurred
- Browser name and version
- Error message received
- A console snapshot - Press F12 and select 'Console' tab and then try to replicate the error
- Name of the Saxo platform
- Troubleshooting steps tried so far