Understanding Purchase Issues and How to Resolve Them
At ETX, we greatly appreciate the opportunity to earn your business and your trust. Occasionally, you might encounter an issue when attempting to make a purchase. Understanding the reasons behind these issues can help you resolve them quickly and continue your trading activities without delay. Here's what you need to know:
Common Reasons for Purchase Errors:
1. Card Decline:
This occurs at the payment page if your bank declines the transaction. To address this:
Check Your Funds: Ensure you have sufficient funds in your account.
Contact Your Bank: If the problem persists, there might be a restriction or security measure in place that your bank can resolve.
Retry the Purchase: After checking these issues, try processing your payment again.
2. Errors on the Order Overview Page:
If you encounter an error before proceeding to payment, such as "Something went wrong, please contact support," consider these steps:
Account Configuration: Make sure you have selected the correct trading platform. For example, U.S. traders can only use DX Trade. Choosing a platform like cTrader, which is not available for your region, will result in an error.
Additional Troubleshooting Steps:
Clear Your Browser Cache: Sometimes, clearing your browser's cache can resolve loading and processing issues.
Try a Different Browser: If clearing the cache doesn't help, attempt to access our services using a different browser.
Use Incognito Mode: Accessing our site in incognito or private browsing mode can sometimes bypass issues related to browser cookies or extensions.
3. Regional Restrictions:
Check Service Availability: Ensure that you are not attempting to access our services from a country that we currently do not service. Our website provides a list of supported countries for reference.
Still Having Issues?
If you’ve tried all the above solutions and still face difficulties, please do not hesitate to contact our support team. We are here to help you with any issues and ensure a smooth experience with our platform. Your satisfaction and success in trading are our top priorities.