Operations

Troubleshooting

The things that actually go wrong — no proposals appearing, a rejected order, a disconnected terminal, a trade that closed early — and what each one means.

Last reviewed: 5 September 2026

Start by checking whether it is a fault at all

A large share of reported problems are the system doing exactly what it was configured to do. Before troubleshooting, check the decision log: if something was rejected, the rule that rejected it is recorded against it.

No proposals are appearing

This is the most common report, and usually not a fault. In rough order:

Causes of no proposals appearing
Possible cause	How to tell	What to do
Nothing passed the screener	Quiet session, ranging market	Nothing. The agent is only asked about instruments that currently look tradeable.
Market is closed	Weekend, or a session gap	Nothing to do. With prices frozen, no symbol clears the volatility screen, so the agent is asked about none of them.
Subscription is not active	Trial ended, or payment lapsed	New proposals stop when neither a trial nor a paid month is current.
In a blackout window	Weekend, daily rollover, or around a high-impact release	Wait for the window to pass. See the risk policy reference.
A limit is already breached	Daily loss or drawdown limit reached, or max positions held	Entries stop for the rest of the day, or until a position closes.
Confidence below threshold	Proposals discarded before the risk engine	Expected behaviour. Low-conviction ideas are not meant to reach your account.

Proposals appear but nothing executes

Check whether they are waiting on you. A proposal at or above your approval threshold sits as REQUIRES_HUMAN_APPROVAL until you decide, and silence is treated as no. If you did not intend to approve trades by hand, your threshold is set lower than you meant — see Proposals and approval.

Otherwise the rejection reason is recorded. Spread ceilings and the stale-data gate are the two that reject most often, and both are working as intended when they do.

An order was rejected by the broker

Broker rejections are reported back with the broker's own error code rather than retried silently at the terminal. Common causes:

Algorithmic trading disabled in the terminal — order commands arrive and cannot be executed.
Market closed for that instrument.
Requote or invalid level — price moved between the decision and the order, or the stop level is too close to market for that broker.
Insufficient margin at the broker, even though the pre-trade check passed, because something else consumed it in between.

The terminal disconnected

Treat open positions as unmanaged until it is back

While the terminal is down, the tick flow the emergency exit runs on has stopped. What still protects an open position is the stop-loss and take-profit already resting at your broker, which need neither our software nor any connection of ours. The gateway deliberately does not close or adjust anything on its own during a disconnection — guessing would be worse than waiting.

The system reconnects and re-syncs position state when the terminal returns. The terminal runs on our infrastructure, so this is ours to fix rather than yours — if it persists, tell us.

A position closed earlier than expected

On the shipped configuration there are only two answers, because every management rule except the emergency exit is switched off by default (and here is why):

Your broker's stop or target — the levels resting on the order were reached. This is the usual answer, and it is your broker's record rather than ours.
Emergency exit — unrealized loss reached the hard limit and the position was closed at market, ahead of any other rule.

If break-even, the profit ratchet or partial close have been enabled for your account, each is a further possibility and each is recorded by name.

All of these are recorded as position events, so the specific one is visible in the trade's history — see Audit trail.

The fill price was worse than the stop level

That is slippage, and it is a property of the market rather than a fault. A resting stop is an instruction to trade at the next available price once triggered. In a gapping or fast market that price can be materially worse. No software removes this, and any that claims to is misleading you.

Something else

If the decision log does not explain what you are seeing, that is worth reporting — contact us with the symbol and roughly when it happened. Because every decision is version-stamped, we can reconstruct what the system saw at that moment rather than guessing.