How Can We Help?
Find answers to common questions about accounts, trading, deposits, verification, and more. Our support team is available 24/5, Monday to Friday.
Support Categories
Account Support
Opening an account, login issues, account upgrades, and profile updates.
Deposits & Withdrawals
Funding your account, withdrawal requests, payment methods, and processing times.
Trading Platform
MetaTrader 4 installation, login, EA setup, technical issues, and downloads.
Verification / KYC
Identity verification requirements, document submission, and KYC/AML queries.
Partner Program
Affiliate applications, commission models, tracking links, and partner portal.
Technical Support
Platform connectivity, order execution questions, and EA troubleshooting.
Complaints
Submit a formal complaint and view our complaint handling process.
Getting Your Issue Resolved
Check the FAQs
Most common questions are answered in the FAQs on this page and throughout the website.
Contact Support
Email or call our team with your account number and a clear description of your query.
We Respond
Our team aims to respond within one business day via the contact method you used.
Issue Resolved
Our team will work with you to resolve your query and confirm the outcome in writing.
Still Need Help?
Our support team is available Monday to Friday, 24 hours a day.
Common Issues & Solutions
Cannot log in to MT4
- 1.Check your account number (not email) is used as the MT4 login
- 2.Verify you have selected the correct Olla Trade server
- 3.Confirm the password is the MT4 password (not portal password)
- 4.Reset MT4 password from your client portal if needed
Withdrawal not received
- 1.Check processing time: crypto 24–48h, bank 3–5 days
- 2.Confirm your withdrawal method matches your deposit method
- 3.Verify your wallet address or bank details are correct
- 4.Check your portal transaction history for status updates
KYC document rejected
- 1.Ensure the document is valid and not expired
- 2.Check the full name matches your registration exactly
- 3.Ensure document edges and all four corners are visible
- 4.Use a recent utility bill or bank statement (within 3 months)
EA (Expert Advisor) not running
- 1.Enable AutoTrading in the MT4 toolbar (Ctrl+E)
- 2.Check EA is attached to chart — look for EA icon on chart corner
- 3.Ensure 'Allow live trading' is checked in EA settings
- 4.Check the EA journal tab for error messages
Account not verified yet
- 1.Check email (including spam) for verification status update
- 2.Log in to your portal to see pending document status
- 3.Allow 1–2 business days after document submission
- 4.Contact support with your account number if beyond 2 days
Deposit not credited
- 1.Crypto: wait for blockchain confirmations (network dependent)
- 2.Check you sent to the correct wallet address/network
- 3.Confirm the deposit currency matches your account currency
- 4.Contact support with transaction ID/hash if not credited after 24h
Response Times by Enquiry Type
| Enquiry Type | Contact Method | Expected Response | Priority |
|---|---|---|---|
| Account Support | Email / Phone | Same business day | High |
| General Enquiry | Email / Form | 1 business day | Standard |
| Deposit / Withdrawal | 1 business day | High | |
| KYC / Verification | 1–2 business days | Standard | |
| Technical Platform | Email / Phone | Same business day | High |
| Partnership / Affiliate | 2–3 business days | Standard | |
| Formal Complaints | 2 business days (acknowledgement) | Compliance |
Response times are targets during business hours (Monday–Friday). Weekend availability may be limited.
Help Centre FAQs
Answers to the most common questions from Olla Trade clients.