If the Libertex platform is not working as expected or seems unresponsive, don’t panic. Here's how you can identify the issue and solve it step by step ✅
Step 1: Identify where the problem is
Start by checking whether the issue is happening on the web platform or the mobile app. The troubleshooting steps differ depending on the platform you're using.
If you're using the web version of Libertex:
Try the following actions:
🔄 Clear your browser cache and cookies from your browser settings.
🛡️ Temporarily disable your antivirus, firewall, or any other security software, if installed.
🌐 Try a different browser — for example, Mozilla Firefox or Microsoft Edge.
🔁 Refresh the Libertex page after completing the steps above.
If you're using the Libertex mobile app:
Follow these steps:
🧹 Clear the app cache from your phone’s settings, or simply reinstall the app.
📶 Switch internet connection — for example, from mobile data to Wi-Fi.
🔁 Restart the app after making the changes.
Do you have open trades you can't close?
If the issue is preventing you from closing your trades, contact your personal account manager immediately. They can connect you with the Dealing Department.
🧾 Make sure you have:
Your account number
Your registered email address
This will help them identify your account and close trades if needed.
Can’t reach your account manager?
If you're unable to contact your account manager by phone:
✉️ Send an email to: [email protected]
Include:
A screenshot or video showing the error
A detailed description of the issue
The date and time the issue occurred
👨💻 The Dealing or Technical Support team will review your case within 7 business days and respond via the email you used in your message.
How to help solve the problem faster?
If You’re Using the Web Version:
Include in your email:
Screenshots or video of the issue + description + date & time
Confirmation if you tried other browsers (which ones?)
From the problematic page, press F12 to open the browser console:
Go to the Console tab and take a screenshot
Then go to the Network tab and take another screenshot
Attach those images and send them via email
If You’re Using the Mobile App:
Include:
Screenshot or video of the issue + description + date & time
Did you try changing your internet connection?
Did you reinstall the app?
Also provide:
Your device name and model
Operating system version
Libertex app version installed