⚠️ Please note: If you experience any issue while trading, stop immediately and contact the Trader Support Team. If you continue trading after an issue, exception requests may not be reviewed or approved in most cases.
Recommendations
Hardwire your connection
Use a wired connection whenever possible. WiFi can drop for a split second and interrupt order submission or log you out. Mobile data can cause IP address changes. Trade from a stable, high-speed wired connection.
Limit open sessions
Too many tabs or sessions degrade performance. Use a single tab or the desktop version of the platform.
Reduce charts and indicators
Multiple charts running multiple indicators in fast markets can cause lag or freezing. Reduce active charts and indicators if you notice performance issues.
Update and restart
Restart your device regularly. Keep your platform, operating system, and graphics drivers up to date.
Check device specs
Component | Minimum | Recommended |
RAM | 8GB | 16GB |
Processor | 4–6 core (i5) | i7, i9, or M1 |
Storage | 250GB SSD | 250GB+ SSD |
Switch from tick charts to time-based charts
Tick charts are resource-intensive. If you’re experiencing lag, switch to a larger timeframe chart.
Close background programs & refresh your browser
Close anything not needed while trading. Try refreshing your browser.
Recommended browser: Google Chrome. DuckDuckGo is not supported.
Note: Topstep does not offer courtesy adjustments for connectivity issues. Internet instability is outside Topstep’s control and responsibility.
💻 Login Issues
Confirm your subscription is active. If your Trading Combine closed due to cancellation or past-due payment, you won’t be able to log in. Check your billing page.
Check your credentials. Usernames and passwords are case-sensitive. Your TopstepX login credentials are emailed with each account purchase. Check your spam folder if you don’t see it.
Type credentials manually. Auto-fill tools can cause login failures.
📱Trading on Mobile
Topstep recommends trading on a desktop or laptop for best stability. We’re unable to troubleshoot mobile-specific issues. If you do trade on mobile:
Use stop-loss orders to protect against unexpected disconnections
Use a hardwired connection over WiFi when possible
🚫 Why Are My Orders Being Rejected?
Hit the Maximum Loss Limit (MLL) — Account auto-liquidates; orders rejected for the rest of the trading day. The account will be ineligible or closed depending on account type.
Trading outside permitted hours — Orders placed outside Topstep’s permitted trading hours are rejected.
Exceeded Maximum Position Size — Micros and minis count as the same size lots in the program.
Inactive subscription — A cancelled or past-due subscription can trigger rejected orders or error messages.
Trading during a holiday — Markets are closed on certain holidays. Check the holiday trading hours article.
Hit the Personal Daily Loss Limit — Account auto-liquidates; orders rejected for the rest of the trading day.
Velocity Logic Events — This is a CME-controlled market mechanism and not something managed by Topstep. Learn more here.
👥 Escalating to Support
If you’ve gone through all the troubleshooting steps and still have issues, contact the Trader Support Team. Be prepared to provide order IDs and, if applicable, HAR files (captured while the lag is occurring, not after) and a Task Manager Performance screenshot.
Please note: Continuing to trade after an issue occurs may prevent us from reviewing or approving exception requests. Providing accurate Order IDs speeds up every investigation. Here’s how to find them.
🔍 Finding Order IDs in TopstepX™
Select the affected account from the account dropdown.
Navigate to the Orders tab in the Orders component.
Screenshot the affected orders (PrtSc on Windows; Shift-Command-5 on Mac). If you can’t screenshot, list the Order IDs manually.
👉 Important: Provide Order IDs, not Trade IDs. These are different.
If the order is no longer in the Orders tab (issue occurred more than a few days ago):
Click Export on the bottom right of the Orders module
Select the date the order was placed
Download the CSV and locate the Order ID in column A
Share the specific Order ID only — do not send the entire CSV
If the account is closed:
Go to the Topstep Dashboard → Accounts tab
Enable Show Closed Accounts to access Order IDs
☝️ What to Include When Reporting an Issue
Order IDs for each affected trade
Affected account number(s)
Date and time of the trades
Description of the issue (lags, discrepancies, etc.)
Screenshots or screen recording (tools like Loom capture timestamps, account numbers, and platform view)
Bottom line: The market's unpredictable enough. Your setup shouldn't be.