If you’re having trouble logging into your Valutrades client area and see the message "The username or password does not match our records. Please try again," follow these steps to troubleshoot and reset your password.
If you encounter difficulties logging into your client area, please ensure the following:
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Double-check that you are entering the correct registered email address.
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Ensure your password is entered exactly as you created it, paying attention to uppercase and lowercase letters, punctuation, and spaces. Avoid copying and pasting your password, as this can sometimes cause errors.
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Ensure your account is still active. If your account has been disabled, you won’t be able to log in or reset your password.
If you’ve confirmed that your login details are correct and you’re still unable to log in, follow these steps to reset your password:
- Open the client area login page.
- Click on the "Forgot Password?" button located on the right side of the screen.
- Enter the email address associated with your account.
- Input the correct captcha.
- Click on “Reset Password”.
- Check your inbox for an email from Valutrades with a link to reset your password.
- Open the email and click on the "Reset Password" button. This will direct you to a page where your keycode will already be filled in.
- Enter a new password in the "New Password" field.
- Confirm your new password by re-entering it in the "Confirm New Password" field.
- Click on "Continue" to confirm the new password.
- You’ll receive a 6-digit verification code on your registered mobile number. Enter this code to complete the password reset process.
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Troubleshooting SMS OTP Issues: Valutrades requires SMS OTP verification by default.
- If SMS verification problems persist, you may need to update your phone number. Please reach out to our support team for help with updating your contact details.
- After 3 failed attempts to verify via SMS, you’ll be given the option to receive an email OTP instead. Look for the option at the bottom of the page to switch to email verification and follow the instructions to receive the verification code via email.
- Once your password has been successfully updated, a pop-up will confirm the change.
- Use your newly created password to log in to your client area.
If you require further assistance from our support team, please contact us during our working hours as stated inside: How do I contact Valutrades Customer Support?