Support

Troubleshooting

Troubleshooting

Step-by-step solutions for the most common issues in TradeTorq.

Account & Terminal Issues

My account shows "Offline"

Your cloud terminal can't connect to your broker's MT5 server.

  1. 1

    Check your credentials

    Go to Accounts and verify the login number and server are correct. If you recently changed your MT5 password with your broker, you'll need to update it in TradeTorq.

  2. 2

    Check broker server status

    Your broker's server may be down for maintenance (common on weekends or during rollovers). Wait and try again later.

  3. 3

    Restart the terminal

    On the Accounts page, click the Restart Terminal button for the affected account. This forces a fresh connection.

  4. 4

    Re-add the account

    If the above steps don't help, delete the account and add it again with the correct credentials.

My account shows "Auth Error"

This means your MT5 credentials were rejected by the broker.

Common cause

The most frequent cause is changing your MT5 password through your broker's portal without updating it in TradeTorq.

Fix: Go to Accounts → click Edit on the affected account → enter your current MT5 password → save.

My account shows "Pending"

"Pending" means the terminal is being provisioned. This typically takes 30–60 seconds when you first add an account. If it stays in "Pending" for more than 5 minutes:

  1. Refresh the page
  2. If still pending, restart the terminal from the Accounts page
  3. If the issue persists, contact support

My account shows "Degraded"

"Degraded" means the terminal is connected but experiencing issues — usually slow communication or intermittent disconnections. This can happen during:

  • High market volatility (news events)
  • Broker server load spikes
  • Network congestion

In most cases, "Degraded" resolves on its own within a few minutes.

Command Keys Issues

A Command Key button is grayed out

Possible reasons:

ReasonSolution
Position isn't eligibleSome actions (like SL → BE) require the position to be in profit
No position selectedMake sure you've selected a position in the positions table
Plan restrictionPremium actions are only available on the Premium plan
Terminal offlineCommands can't be sent to an offline terminal

Command Key action failed

If you see an error after clicking a Command Key:

  1. Check the error message — it usually explains what went wrong (e.g., "Invalid stops" or "Market closed")
  2. Verify the position is still open (it may have been closed by your broker's SL/TP)
  3. Check that the market is open for that symbol
  4. Try again — transient errors (like "Dealer busy") resolve on retry

The position didn't update after a Command Key action

Trade modifications take up to 600ms to reflect in the UI. If the change doesn't appear:

  1. Wait a few seconds for the real-time update
  2. Click Refresh to force a data reload
  3. Verify the modification in your MT5 terminal directly

Automation Issues

My Trail SL isn't moving

Trail SL only moves when price moves in your favor by at least the configured step size. If the market is ranging or moving against you, the trail won't activate.

Check your configuration:

  • Activation distance: Has the position reached the minimum profit to activate the trail?
  • Step size: Is the step size too large for current market conditions?

Ladder TP didn't close at my target

Ladder TP places pending modifications when the price reaches each level. If the market moves through your level very quickly (gap or spike), the close may execute at a slightly different price due to slippage.

Also verify:

  • Your terminal was online when the price reached the target
  • The remaining volume is above the broker's minimum lot size

Automation stopped working

Automations require an active terminal connection. If your terminal went offline and came back, automations should resume automatically. If they don't:

  1. Check the automation status on the position detail
  2. Cancel and re-create the automation
  3. Restart the terminal from the Accounts page

Subscription & Billing Issues

My payment failed

  1. 1

    Check your payment method

    Go to Subscription → Billing → Manage to open the Stripe billing portal. Verify your card details are correct and the card hasn't expired.

  2. 2

    Ensure sufficient funds

    Make sure your card has enough available balance for the subscription charge.

  3. 3

    Retry the payment

    Stripe will automatically retry failed payments. You can also manually retry from the billing portal.

  4. 4

    Try a different card

    Add a new payment method in the billing portal and set it as the default.

I was charged but don't have access

Subscription changes can take a few moments to sync. Try:

  1. Refreshing the page
  2. Logging out and back in
  3. If the issue persists after 5 minutes, contact support with your payment receipt

My trial ended early

Free trials last 7 days from activation. Check the start date on the Subscription → Overview page. If you believe the trial ended incorrectly, contact support.

General Issues

The page won't load / shows a blank screen

  1. Try a hard refresh: Cmd + Shift + R (Mac) or Ctrl + Shift + R (Windows)
  2. Clear your browser cache
  3. Try a different browser (Chrome, Firefox, Edge are supported)
  4. Check your internet connection

Data looks stale or outdated

TradeTorq uses real-time Server-Sent Events (SSE) for live updates. If data appears stale:

  1. Check the health indicator in the header — it shows if the real-time connection is active
  2. Refresh the page to re-establish the SSE connection
  3. If you're on a slow or unstable network, real-time updates may be delayed

Still Need Help?

If you can't resolve your issue with the steps above:

  • Email: support@tradetorq.com
  • Include your account email and a description of the issue
  • Attach screenshots if applicable

We typically respond within 24 hours on business days.

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