Trading accounts appear in the E (Error) or A (Archived) status in the B2CORE Back Office

Troubleshooting accounts in the E (Error) or A (Archived) status in B2CORE and resolve connection or platform sync issues

Problem

A client's trading account in the B2CORE Back Office appears in the status E (Error) or A (Archived).

Possible reasons

• The account has been archived in B2CORE.

• The account was archived or deleted on the trading platform but remains visible in B2CORE.

• A connection issue is preventing proper synchronization of account status.

Solution

To troubleshoot these statuses:

1

Unarchive an account in the B2CORE Back Office (if required)

• Navigate to Clients > Accounts.

• Find the account in the list and click the Edit button to open its details.

• Click the Actions button in the upper-right corner and select Unarchive in the dropdown.

2

Handle an account in the E (Error) status

The account in the E status usually indicates that it was archived or deleted on the trading platform. To fix it, restore or unarchive the account on the trading platform.

Once restored, the updated status will sync with B2CORE.

3

Check the trading platform connection settings

If an account appears in the A (Archived) status but is expected to be active, check the trading platform connection. For details, refer to Step 1 in Clients can't create trading accounts via the B2CORE UI.

4

Hide an account in the B2CORE UI if can't be unarchived or restored

If an account can't be unarchived or restored on the trading platform, remove the Visible permission for the account in the B2CORE Back Office. This ensures the account won't be displayed to the client in the B2CORE UI. To do this:

• Navigate to Clients > Accounts.

• Find the account in the list and click the Edit button to open its details.

• In the Rights list, remove the Visible permission.

• Click Save to apply the changes.

Remove Visible from the Rights field