If you have open positions but can't close them because the platform is working properly, please contact us by phone at +44-745-641-78-28. When you do, you'll need to specify your account number and login (e-mail address). Specialists will help you to clarify what's happening with your account and close positions, if necessary.
How to determine the cause of the issue and resolve it?
Note that the reason why the platform isn't operating correctly may be local. Please follow these recommendations:
If the issue occurs in the web version of Libertex:
Clear the cache/cookies in your Internet browser settings and refresh the platform page.
Disable antivirus/firewall and other protection programmes, if they are installed. After that, refresh the platform page.
Check to see if the platform works in another internet browser (for example, Mozilla Firefox).
If the issue occurs in the Libertex mobile app:
Clear the cache or reinstall the app.
Change your Internet access point (if you're using mobile data, switch to Wi-Fi).
What should I do if the platform doesn't work properly and I can't call?
To give specialists detailed information about your issue, please leave us a message by sending an e-mail to [email protected] and attach a screenshot or video with a detailed description of your issue.
These requests are reviewed by Dealing specialists within seven business days. The answer will be sent to your e-mail.
If you want to help specialists resolve the issue as soon as possible, please do the following:
If you're trading in platform's web version, send the following information:
A screenshot or video of the issue with a detailed description of the issue and the date and time it occurred.
Have you checked to see if the platform works in other browsers? If so, which ones?
Go to the page where you have an issue and press the F12 button on your keyboard to see the developer console. Go to the Console tab and Take a screenshot showing the issue you're facing and the content of the Console tab. After that, go to the Network tab and take a similar screenshot. The screenshots should be attached to your request and sent to [email protected].
If you're trading in the mobile app, please send the following information:
A screenshot(s) of the issue with a detailed description and the date and time it occurred.
Have you tried to change your Internet access point?
Have you tried to reinstall the app?
Please send the type of your mobile device, operating system version and the version of the installed Libertex app.