Start with the correct login
Use your Boxcar website sign-in to open My Portal. For the connection inside your trading software, use the separate trading credentials shown in the portal. Resetting your website password does not reset your trading-platform login.
A purchase receipt, an available setup guide and ready trading credentials are different checkpoints. You may be able to read the guide while your trading login is still being prepared.
- Sign in with the Boxcar account used for your purchase and check the status of the trading account you intend to use.
- Open Trading Platforms and choose Show Credentials. Follow any sign-in or security prompt before viewing the details.
- When the login is ready, use the agreements link shown with the credentials and complete the required market-data agreements.
- Select your software in Trading Platforms and follow its current setup guide, including any availability notice. Use its account-specific connection settings.
Match the symptom to the next step
| What you see | What to check |
|---|---|
| No credentials available yet | Check the trading account status in My Portal. If readiness is unclear or setup remains incomplete, ask support to check the account. |
| The credentials panel cannot load | Follow a sign-in or security prompt if one appears; otherwise use Try again. A loading failure does not establish that no trading credentials exist. |
| The trading connection rejects the login | Use the trading username and password, then compare the selected system or server with the account-specific guide. Do not reuse another firm's connection settings. |
| The connection opens, but the intended account is absent | Compare the account ID and status in My Portal with the account selected in the platform. Report the missing account if it still does not appear. |
Swipe to compare all columns.
Check market data separately
If quotes appear but market depth is missing, check whether your Level II subscription is active and covers the contract's exchange. Then check the contract month and that the platform's market-depth view is enabled. Level I shows the best bid, best ask and last traded price; Level II adds displayed quantities at multiple price levels.
The trading platform is included with your Boxcar plan at no extra charge. Level II market-depth data is an optional paid upgrade.
Include these details when asking for help
- The affected trading account ID.
- Platform name and version, plus the computer or device you are using.
- The exact error message and when it occurred, including the timezone.
- Whether credentials were available, the connection opened, the account appeared and quotes or depth were missing.