Troubleshooting

Having trouble? Here are solutions to the most common issues.

Account not syncing

If your account is not syncing or shows as "disconnected", try these steps:

• •Verify that your investor password is correct. Some brokers reset investor passwords periodically.
• •Check that your broker server name is exactly correct (case-sensitive).
• •Make sure your broker account is still active and not expired.
• •Try removing the account and adding it again with fresh credentials.
• •Contact your broker to confirm that investor access is enabled on your account.

Profile not showing data

If your profile page appears empty or shows no trades:

• •Check that your account status shows "Connected" in Dashboard → Accounts.
• •Wait a few minutes — initial sync can take 1-5 minutes depending on trade history size.
• •Make sure you have closed trades. Open/pending trades may not appear until they are closed.
• •Check your visibility settings in Dashboard → Customization to ensure the account is set to public.

Cannot log in

• •Make sure you are using the email address you registered with.
• •Use the "Forgot Password" link on the login page to reset your password.
• •Check your spam folder for the password reset email.
• •Clear your browser cache and cookies, then try again.

Incorrect trade data

If you notice trades or metrics that look incorrect, this is usually due to a sync delay or a broker-side data issue. Wait for the next sync cycle. If the problem persists, disconnect and reconnect the account. If the issue continues, contact support.