Why is my client unable to place a trade?

Overview

If your client receives an error message when trying to place a trade, there are a few common causes and steps you can take to resolve the issue.

Troubleshooting steps

1. Check your client's trading status

Make sure your client's trading status is active. If it has been turned off, they won't be able to place trades until it's reactivated.

To reactivate your client's trading status, some forms may need to be completed. Please contact our support team for assistance.

2. Technical errors

If your client's trading status is active but they're still seeing a technical error, please contact our support team for help resolving the issue.

3. Macquarie staff members

If your client is a Macquarie staff member, certain stock or ETF trades may require phone verification before they can be placed. Please forward client's PTA Clearance Approval email and call us on 1300 726 177 to complete the verification process on their behalf.

Need help?

If you've followed the steps above and your client is still unable to place a trade, please contact our support team via Live Chat or call us on 1300 726 177.

Phone support is available Monday to Friday, from 8:00 am to 6:30 pm (Sydney time).
Live Chat support is available Monday to Friday, from 9:15 am to 6:30 pm (Sydney time).