A short troubleshooting checklist.
Login problems almost always fall into one of the cases below. Work through them in order — most users are back in within a couple of minutes.
1. Double-Check the Basics
- Are you on the correct site? The Rise Portal lives at the URL you received in your welcome email — beware of look-alike domains.
- Make sure Caps Lock is off and there are no trailing spaces.
- Copy-pasting a password sometimes captures an invisible space at the end. Type it manually.
2. Reset Your Password
If your password isn't being accepted:
- On the login screen, click Forgot Password.
- Enter the email registered on your account.
- Open the reset email and follow the link (valid for a limited time — usually 15 minutes).
- Set a new password, then log in.
If you don't receive the reset email within a few minutes:
- Check Spam / Junk / Promotions folders.
- Make sure you used the same email you registered with.
- Add the Rise sender domain to your contacts.
3. Two-Factor Authentication (2FA) Issues
If your password works but the 2FA code doesn't:
- Confirm your phone clock is set to automatic / network time. If the clock drifts even by a minute, codes won't match.
- Open your authenticator app and try the next code.
- If you've lost access to your authenticator app, contact Rise Client Support — we'll verify your identity and reset 2FA.
4. Account Locked
After several failed attempts, the system temporarily locks the login for security. Wait the cool-down period (usually 15 minutes) and try again with the correct password.
5. Account Pending Verification
If your KYC is incomplete, you can usually still log in but some actions (deposit, withdraw, trade) are restricted. Check Portal → Verification and finish any pending steps.
6. Account Dormant or Frozen
If the account has been inactive for an extended period or has been flagged by compliance, login can be blocked.
- See Why is my account dormant/expired for the rules.
- See How to reactivate a dormant account for the reactivation steps.
7. Browser or App Issues
Sometimes the login form itself is the problem:
- Try a different browser (Chrome, Edge, Firefox, Safari).
- Clear cookies and cache for the Rise domain.
- Turn off browser extensions (ad blockers, VPNs) — they occasionally interfere with the login flow.
- On mobile: update the Rise / MT5 app to the latest version.
MT5 Login (Not Portal Login)
If the Portal works but MT5 doesn't accept the password, you are likely using the trading account number and trading password instead of your Portal email/password. The two sets are different.
- Trading account number is sent in your welcome email.
- Trading password can be reset in your Portal → Accounts → Reset password.
Still Stuck?
Contact Rise Client Support with:
- Your account email.
- The exact error message you see.
- Whether the problem is on Portal, MT5, or both.