Troubleshooting common problems
A coin stuck on Preparing, no live price, coins you cannot change, "subscription required", an exchange blocked in your region, and time or date mismatches.
A coin is stuck on Preparing
The hosted service prepares the whole coin catalogue in advance, so a Preparing card is rare. If you see one, read its stage:
| Symptom | Likely cause | What to do |
|---|---|---|
queued (position k) for a long time |
Other coins are being prepared first. | Wait; the position drops as coins finish. |
| backfill percentage not moving | The history host or the exchange is slow from the server. | Give it ten minutes; the tool switches to a slower download path on its own. If it never moves, contact support. |
| an analysis stage for more than an hour | Analysing history back to 2018 is heavy. | Wait. If the pair page shows deep failed, hover the badge and send the text to support with the symbol. |
done but the pair page still shows old results |
The browser kept an old state. | Reload the page or press Get prediction now on the pair page. |
I cannot add or remove a coin
Your coin list is locked for 24 hours after you finalise it (or after the 1-hour edit window runs out). The bar next to the coin picker on the Dashboard shows Coins final until …. You can change the list again after that time. If you are over your plan's coin limit (for example after a downgrade), removing coins is always allowed. Details: Coin selection and the 24-hour lock.
Adding beyond your plan's number of coins is refused with a link to upgrade; see Plans and limits.
No live price
The badge in the widget header tells you the stream state:
- polling: the live stream is silent and prices are fetched every few seconds instead. Prices still update, slower; it reconnects on its own.
- no live data: nothing has arrived. If the sidebar footer says reconnecting…, your browser lost the connection to the service; reload. If the footer says live, the exchange is not serving this symbol (delisted, renamed or blocked for the server). Try another coin; if every coin shows it, contact support.
A price that differs a little from your exchange usually means a different source (the badge shows which); perpetuals on Binance, Bybit and MEXC differ slightly. An amber live price differs from history chip on the chart repairs itself within minutes.
"subscription required"
The app sent you to Account, or a page says a subscription is required: your plan or trial has ended, or an invoice has not settled yet.
- Check the status and expiry date on the Account page.
- If you paid recently, open Account > Billing and look at the invoice: processing means the payment is waiting for network confirmations; click Refresh status to fetch the latest state from BTCPay.
- If the invoice is expired or invalid, start a new checkout or contact support with the invoice id.
- Nothing is lost: coins, positions, accounts and settings are back the moment access resumes.
There is no free trial; the trial is a paid 3-day pass with full access, once per account. See The trial.
A button that answers admin_only is reserved for the operator (for example running a backtest or a deep analysis).
An exchange is blocked in your region
The analysis runs on the server, so your location does not affect the data. If Binance is blocked where the server runs, the tool uses Bybit and then MEXC automatically, and some positioning charts on the Derivatives tab may be empty.
Trading accounts are different: orders go to the exchange with your API key. If your exchange refuses your account or region, Test connection fails with the exchange's own error message. Use an exchange that accepts you (MEXC, Bybit or Binance) and create the key with trade permission only.
Time and date mismatches
All times are stored in UTC and shown in your browser's local time.
- Candles end in the future or the past, countdowns look wrong. Your computer's clock or time zone is wrong. Synchronise it (Windows: Settings > Time & language > Date & time > Sync now); no restart needed.
- Macro event at an odd hour. Events are converted to your operating system's time zone; a VPN does not change it.
- Daily budget resets at an unexpected hour. The reset hour (Trading page > Global risk settings) follows the server's clock; ask support which zone that is.
- Login fails with "Form expired". The page was open while your session changed; reload and sign in again.
Tip: when you write to support, include the symbol, the time, what the badge or card said, and a screenshot.