# FAQ **URL:** https://community.deriv.com/c/faq/39.md?page=6 [Latest](https://community.deriv.com/latest.md) · [Categories](https://community.deriv.com/categories.md) · [Tags](https://community.deriv.com/tags.md) **Page:** 7 --- ## [My account not vverified](https://community.deriv.com/t/my-account-not-vverified/46571)
**Author:** [@athelia-aethers-2](https://community.deriv.com/u/athelia-aethers-2)\ **Replies:** 1\ **Last updated:** [February 11, 2023, 6:03pm UTC](https://community.deriv.com/t/my-account-not-vverified/46571 "2023-02-11T18:03:58Z")
--- ## [SECOND DEMO ACCOUNT](https://community.deriv.com/t/second-demo-account/46219)
**Author:** [@bittern-albacea-1](https://community.deriv.com/u/bittern-albacea-1)\ **Replies:** 5\ **Last updated:** [February 10, 2023, 2:40pm UTC](https://community.deriv.com/t/second-demo-account/46219 "2023-02-10T14:40:36Z")
I need to know if Deriv allow 2nd demo account to an existing demo account holder? --- ## [Verification account](https://community.deriv.com/t/verification-account/33651)
**Author:** [@binging-adjourn-2](https://community.deriv.com/u/binging-adjourn-2)\ **Replies:** 5\ **Last updated:** [February 10, 2023, 9:32am UTC](https://community.deriv.com/t/verification-account/33651 "2023-02-10T09:32:31Z")
Good afternoon, i submitted all documents but my account still not verify and when i go to the platform, he aske me to proof my id but my ID as been accepted. I want to make deposit but i don’t acces to make it --- ## [My account disappeared](https://community.deriv.com/t/my-account-disappeared/22341)
**Author:** [@barnmen-acaroid-2](https://community.deriv.com/u/barnmen-acaroid-2)\ **Replies:** 10\ **Last updated:** [February 9, 2023, 8:13am UTC](https://community.deriv.com/t/my-account-disappeared/22341 "2023-02-09T08:13:18Z")
My MT4 doesn’t appear on my account . It is not available and I can’t withdraw. HELP --- ## [Unable to load funds to my account](https://community.deriv.com/t/unable-to-load-funds-to-my-account/46197)
**Author:** [@brutely-adusted-2](https://community.deriv.com/u/brutely-adusted-2)\ **Replies:** 1\ **Last updated:** [February 8, 2023, 3:28pm UTC](https://community.deriv.com/t/unable-to-load-funds-to-my-account/46197 "2023-02-08T15:28:13Z")
Good day, I am unable to fund my account due to ID proof not verified. I used my daily name of what everyone calls me on and not my ID name. Now im unable to change my personal details to match my ID document. Please … --- ## [Change Date of Birth](https://community.deriv.com/t/change-date-of-birth/45978)
**Author:** [@bureaus-adipoid-2](https://community.deriv.com/u/bureaus-adipoid-2)\ **Replies:** 2\ **Last updated:** [February 8, 2023, 9:40am UTC](https://community.deriv.com/t/change-date-of-birth/45978 "2023-02-08T09:40:42Z")
Hello , I am unable to change my date of birth as I mistakenly added a digit that shouldn’t be there. Due to that I am not unable to Authenticate my account --- ## [Failing to log in to mt5 account](https://community.deriv.com/t/failing-to-log-in-to-mt5-account/27264)
**Author:** [@bummled-acaciin-2](https://community.deriv.com/u/bummled-acaciin-2)\ **Replies:** 2\ **Last updated:** [February 7, 2023, 8:55am UTC](https://community.deriv.com/t/failing-to-log-in-to-mt5-account/27264 "2023-02-07T08:55:01Z")
Good morning yesterday I tried to communicate with your staff as I was failing to log on to my account from 5pm till today had placed my sell limits before and wanted to close them but failed now all my account is wiped … --- ## [how to make a copy trade for DMT5](https://community.deriv.com/t/how-to-make-a-copy-trade-for-dmt5/27696)
**Author:** [@caution-abomasa-2](https://community.deriv.com/u/caution-abomasa-2)\ **Replies:** 1\ **Last updated:** [February 7, 2023, 2:07am UTC](https://community.deriv.com/t/how-to-make-a-copy-trade-for-dmt5/27696 "2023-02-07T02:07:11Z")
How do i make a copy trade DMT5 for my account ? --- ## [Recovering account number](https://community.deriv.com/t/recovering-account-number/45969)
**Author:** [@alluvia-alamode-1](https://community.deriv.com/u/alluvia-alamode-1)\ **Replies:** 1\ **Last updated:** [February 6, 2023, 11:43am UTC](https://community.deriv.com/t/recovering-account-number/45969 "2023-02-06T11:43:24Z")
How do I recover my account number, I can’t find the email with my details please help --- ## [Address readjustment](https://community.deriv.com/t/address-readjustment/44620)
**Author:** [@angevin-adrenal-2](https://community.deriv.com/u/angevin-adrenal-2)\ **Replies:** 5\ **Last updated:** [February 3, 2023, 7:27pm UTC](https://community.deriv.com/t/address-readjustment/44620 "2023-02-03T19:27:51Z")
I wish to readjust my address details, how can I do that. --- ## [Incorrect City Name Validation in the Proof of Address Option](https://community.deriv.com/t/incorrect-city-name-validation-in-the-proof-of-address-option/45446)
**Author:** [@becomed-afernan-2](https://community.deriv.com/u/becomed-afernan-2)\ **Replies:** 14\ **Last updated:** [February 3, 2023, 12:29pm UTC](https://community.deriv.com/t/incorrect-city-name-validation-in-the-proof-of-address-option/45446 "2023-02-03T12:29:31Z")
Hello I cannot send my proof of residence to the website because it incorrectly validates the city name, not accepting accents in the name. My city is São Paulo (Brazil) and I get the following message: Only letters, … --- ## [verify account problam](https://community.deriv.com/t/verify-account-problam/15685)
**Author:** [@belting-acrasin-2](https://community.deriv.com/u/belting-acrasin-2)\ **Replies:** 37\ **Last updated:** [February 2, 2023, 7:37am UTC](https://community.deriv.com/t/verify-account-problam/15685 "2023-02-02T07:37:51Z")
i had already upload my identity details for deriv account but it will show my name not match for document . what is problem. I had uploaded my correct details --- ## [Impossible Upload Proof Of Address(POA)](https://community.deriv.com/t/impossible-upload-proof-of-address-poa/45525)
**Author:** [@beslime-acouchy-2](https://community.deriv.com/u/beslime-acouchy-2)\ **Replies:** 3\ **Last updated:** [February 2, 2023, 4:29am UTC](https://community.deriv.com/t/impossible-upload-proof-of-address-poa/45525 "2023-02-02T04:29:31Z")
I’m having some issue uploading my proof of address (POA) Everytime I try to submit proof of address I get a warning message : " Your address cannot be changed" --- ## [Failed Upload Proof of Address (POA)](https://community.deriv.com/t/failed-upload-proof-of-address-poa/45371)
**Author:** [@armored-adicity-2](https://community.deriv.com/u/armored-adicity-2)\ **Replies:** 1\ **Last updated:** [January 31, 2023, 2:36pm UTC](https://community.deriv.com/t/failed-upload-proof-of-address-poa/45371 "2023-01-31T14:36:11Z")
Greetings Admin, I’m having some issue uploading my proof of address (POA) thru the DTRADER web app as it won’t proceed showing and error as you can see on my screenshot. --- ## [Proof of Address (POA) upload failed](https://community.deriv.com/t/proof-of-address-poa-upload-failed/45365)
**Author:** [@armored-adicity-2](https://community.deriv.com/u/armored-adicity-2)\ **Replies:** 1\ **Last updated:** [January 31, 2023, 2:34pm UTC](https://community.deriv.com/t/proof-of-address-poa-upload-failed/45365 "2023-01-31T14:34:08Z")
Greetings Admin, I’m having some issue uploading my proof of address (POA) thru the DTRADER web app as it won’t proceed showing and error as you can see on my screenshot. --- ## [Points to ticks](https://community.deriv.com/t/points-to-ticks/44962)
**Author:** [@bakeout-aftergo-1](https://community.deriv.com/u/bakeout-aftergo-1)\ **Replies:** 8\ **Last updated:** [January 30, 2023, 5:39pm UTC](https://community.deriv.com/t/points-to-ticks/44962 "2023-01-30T17:39:56Z")
the BOOM 1000 says that every 1000 ticks a new spike appear but how many points are 1000 ticks in the broker deriv? because i have drag the cursor and check that a simple litle bear candle in M1 BOOM 1000 index just have… --- ## [Can't find my MT5 Demo acc number to use in Metatrader](https://community.deriv.com/t/cant-find-my-mt5-demo-acc-number-to-use-in-metatrader/45255)
**Author:** [@Deergon1](https://community.deriv.com/u/Deergon1)\ **Replies:** 1\ **Last updated:** [January 30, 2023, 4:15pm UTC](https://community.deriv.com/t/cant-find-my-mt5-demo-acc-number-to-use-in-metatrader/45255 "2023-01-30T16:15:15Z")
Hi there I just don’t seem to find the account number for my Deriv MT5 demo account. The one I do see has alpha characters in it, which is not the account number accepted by MT5. Any ideas? --- ## [Hello! Trying to create my account deriv tell me i have an account already exist ! How i can fi d this account?!+](https://community.deriv.com/t/hello-trying-to-create-my-account-deriv-tell-me-i-have-an-account-already-exist-how-i-can-fi-d-this-account/45242)
**Author:** [@anisado-albacea-1](https://community.deriv.com/u/anisado-albacea-1)\ **Replies:** 1\ **Last updated:** [January 30, 2023, 4:13pm UTC](https://community.deriv.com/t/hello-trying-to-create-my-account-deriv-tell-me-i-have-an-account-already-exist-how-i-can-fi-d-this-account/45242 "2023-01-30T16:13:11Z")
Hello! Trying to create my account deriv tell me i have an account already exist ! How i can fi d this account?!+ --- ## [Live chat does not have an answer to my situation](https://community.deriv.com/t/live-chat-does-not-have-an-answer-to-my-situation/45170)
**Author:** [@aulnage-acridid-2](https://community.deriv.com/u/aulnage-acridid-2)\ **Replies:** 1\ **Last updated:** [January 30, 2023, 3:05pm UTC](https://community.deriv.com/t/live-chat-does-not-have-an-answer-to-my-situation/45170 "2023-01-30T15:05:36Z")
Hi. I think the live chat where you are directing people is actually an AI system. It keeps asking the same questions every time I interact with it. Unfortunately, the questions it is asking have nothing to do with my s… --- ## [Proof of Address notification status](https://community.deriv.com/t/proof-of-address-notification-status/44762)
**Author:** [@aulnage-acridid-2](https://community.deriv.com/u/aulnage-acridid-2)\ **Replies:** 7\ **Last updated:** [January 27, 2023, 7:52am UTC](https://community.deriv.com/t/proof-of-address-notification-status/44762 "2023-01-27T07:52:50Z")
I summitted documents required for proof of address and have not received a notification about their status 6 days later --- ## [Account Verification Difficulty](https://community.deriv.com/t/account-verification-difficulty/45143)
**Author:** [@caulome-acheron-2](https://community.deriv.com/u/caulome-acheron-2)\ **Replies:** 1\ **Last updated:** [January 28, 2023, 7:23pm UTC](https://community.deriv.com/t/account-verification-difficulty/45143 "2023-01-28T19:23:13Z")
I have received an email notifying me to upload documents for address verification. When I tried to upload the document via given link, it says that I have already submitted documents for verification. But if my memory… --- ## [Account Verification failed](https://community.deriv.com/t/account-verification-failed/44991)
**Author:** [@ancoral-adsorbs-2](https://community.deriv.com/u/ancoral-adsorbs-2)\ **Replies:** 5\ **Last updated:** [January 27, 2023, 11:29am UTC](https://community.deriv.com/t/account-verification-failed/44991 "2023-01-27T11:29:01Z")
Good day I submitted a proof of residence provided by my bank clearly stating my name an address but it was rejected without detailed explanation. What do I do? --- ## [Upload correct Proof of Identity](https://community.deriv.com/t/upload-correct-proof-of-identity/44698)
**Author:** [@chalutz-aerogun-2](https://community.deriv.com/u/chalutz-aerogun-2)\ **Replies:** 3\ **Last updated:** [January 26, 2023, 1:25pm UTC](https://community.deriv.com/t/upload-correct-proof-of-identity/44698 "2023-01-26T13:25:05Z")
Good Day. I need some help pls. I setup an account with Derive for my wife from my PC. . And Derive seemed to have verified ID which I think is mine. How can I re upload the correct ID. thank you. --- ## [Address cannot be changed ERROR](https://community.deriv.com/t/address-cannot-be-changed-error/44763)
**Author:** [@civisms-african-1](https://community.deriv.com/u/civisms-african-1)\ **Replies:** 6\ **Last updated:** [January 25, 2023, 8:11pm UTC](https://community.deriv.com/t/address-cannot-be-changed-error/44763 "2023-01-25T20:11:31Z")
I am having issues verifying my address. I keep getting an error saying “Address cannot be changed” when i try to upload my Proof of Address document. I do not know what this means as I did not change my address, and ins… --- ## [Modify address](https://community.deriv.com/t/modify-address/44791)
**Author:** [@avidest-abrooke-2](https://community.deriv.com/u/avidest-abrooke-2)\ **Replies:** 1\ **Last updated:** [January 25, 2023, 5:23pm UTC](https://community.deriv.com/t/modify-address/44791 "2023-01-25T17:23:21Z")
I changed my residence address around year ago. I need to pass verification of address. I can’t change address on my personal information page. How I can change my address? --- ## [HOW DO I UPLOAD VERIFICATION DOCUMENTS](https://community.deriv.com/t/how-do-i-upload-verification-documents/44419)
**Author:** [@bracted-acnodes-2](https://community.deriv.com/u/bracted-acnodes-2)\ **Replies:** 3\ **Last updated:** [January 23, 2023, 1:33pm UTC](https://community.deriv.com/t/how-do-i-upload-verification-documents/44419 "2023-01-23T13:33:10Z")
I received a notification to verify my account by uploading proof of identity. I am following the procedure for proof of identity. I have chosen to use my national ID. I have put in my ID number. But when i press verify,… --- ## [Contact support as Live Chat not working](https://community.deriv.com/t/contact-support-as-live-chat-not-working/8331)
**Author:** [@amalaka-accoied-2](https://community.deriv.com/u/amalaka-accoied-2)\ **Replies:** 27\ **Last updated:** [January 23, 2023, 4:45am UTC](https://community.deriv.com/t/contact-support-as-live-chat-not-working/8331 "2023-01-23T04:45:34Z")
Cannot contact support. Live chat not working. Email to support is auto reply to ask forum! Cannot change currency as fully verified… it says contact support! How please? Anyone have a phone number to contact support… --- ## [Proof of identity upload](https://community.deriv.com/t/proof-of-identity-upload/2144)
**Author:** [@clairce-abutted-2](https://community.deriv.com/u/clairce-abutted-2)\ **Replies:** 9\ **Last updated:** [January 21, 2023, 2:51pm UTC](https://community.deriv.com/t/proof-of-identity-upload/2144 "2023-01-21T14:51:22Z")
My first proof of identity failed , please where can I click to see where to upload proof of identity because under proof of identity it was showing canceled and need to verify manually… --- ## [Losses even with stop loss in place](https://community.deriv.com/t/losses-even-with-stop-loss-in-place/30611)
**Author:** [@bywoner-acraein-2](https://community.deriv.com/u/bywoner-acraein-2)\ **Replies:** 8\ **Last updated:** [January 21, 2023, 9:41am UTC](https://community.deriv.com/t/losses-even-with-stop-loss-in-place/30611 "2023-01-21T09:41:27Z")
I placed trades on Boom 1000 index. All trades entry were Sells trading against the spike. It moved pips below and I trailed stop to break even and even secure about 80% profits When the spike came up, it took the whole … --- ## [Changing account currency](https://community.deriv.com/t/changing-account-currency/44293)
**Author:** [@aligner-aethers-2](https://community.deriv.com/u/aligner-aethers-2)\ **Replies:** 1\ **Last updated:** [January 20, 2023, 4:52pm UTC](https://community.deriv.com/t/changing-account-currency/44293 "2023-01-20T16:52:59Z")
Please how do I change my account currency [Previous page](https://community.deriv.com/c/faq/39.md?page=5) [Next page](https://community.deriv.com/c/faq/39.md?page=7)