A short, calm checklist for when Portal or MT5 is unreachable.
Trading platforms can have brief interruptions — your internet, our servers, your device, or a third-party provider in the chain. If you can't reach Rise or MT5 right now, work through the steps below in order. In most cases you'll be back online within a few minutes.
Step 1 — Check It's Actually Down
Before changing anything, rule out the simple stuff:
- Try opening a different website. If nothing loads, the issue is your internet.
- Switch from Wi-Fi to mobile data (or vice versa).
- Try a different browser or another device.
If only Rise / MT5 is affected, move on.
Step 2 — Use MT5 Directly (Backup Route)
If the Rise Portal is unreachable but you still need to manage open positions, you can connect MT5 directly to your trading account.
- Download MT5 if you don't already have it:
- Desktop: from the MetaTrader 5 website.
- Mobile: from the Apple App Store or Google Play.
- Open MT5 → File → Login to Trade Account.
- Log in using the backup credentials included in your welcome email:
- Login (account number).
- Password (your MT5 trading password — different from your Portal password).
- Server (the Rise server name you were sent).
- Once connected, you can open, modify, or close positions directly in MT5 without going through the Portal.
Tip: Save your MT5 login details in a password manager today, before you need them. Looking them up during downtime is the most common reason clients can't get back in fast.
Step 3 — Check the Status of the Issue
If you're still locked out:
- Look for a message banner in your email or in the Rise Portal login page.
- Open the Rise social channels (if available) for a quick status update.
- Wait 5–10 minutes — many short outages resolve themselves.
Step 4 — Contact Support
If the issue persists for more than 15 minutes and you have time-sensitive positions, reach out to Rise Client Support with:
- Your account number.
- A short description of the issue (Portal won't load / MT5 disconnected / cannot place orders / etc.).
- Time the issue started.
- Screenshot of the error if possible.
Our team can confirm whether it's a wider incident and, where relevant, help you close or adjust positions over the phone or by ticket.
Where to Find Your Backup Credentials
Your MT5 login details (account number, trading password, server name) are sent in your welcome email when the account is opened. If you've lost the email:
- Log in to the Rise Portal (when it's back up).
- Go to Accounts.
- Click Reset trading password to set a new MT5 password.
A Few Important Notes
- Rise's servers and MT5's servers are not the same. The Portal can be down while MT5 still works, and vice versa.
- Open positions remain on the server even when your device disconnects. Your stop loss and take profit stay active.
If you can't reach the platform at a critical moment, contact support — we'd rather you over-call than miss a stop-out.
This guide applies to standard platform interruptions. For market-wide events (exchange outage, liquidity provider failure) Rise will communicate directly via email and the Portal.