The occurs when the investor's account cannot be viewed or accessed on the trading engine when attempting to initiate a trade. As a result, the investor cannot trade.
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This usually happens because the account was recently created and the trading engine has not yet refreshed.
Step-by-Step Resolution
Send an email to our contact center team requesting support and follow-up
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Kindly include these information in your email:
1. CSCS Account Number
2. CHN (Clearing House Number)
3. Investor’s Name
Expected Resolution Timeline:
Within 24hrs
Additional Tips/Notes:
1. Please note that if the account was created recently, allow up to 12 hour for automatic sync before raising a request.
2.Please ensure that the KYC status is updated, as incomplete KYC may delay visibility.