Troubleshooting

Check these first

Four checks resolve most reports. Do them in order before reading further — the answer is usually here.

1. Is the source active? A paused channel looks connected and does nothing.
2. Is the account connected and green in Trading Accounts?
3. Is a risk limit tripped, or the kill switch on?
4. Does the channel activity log show the message at all? If not, the problem is ingestion, not execution.

Signals arrive but no trade is placed

1. 1

   Check manual approval

   If it is on, the signal is sitting in the approval queue waiting for you.

2. 2

   Check risk limits

   A daily drawdown limit pauses execution silently by design. The signal log names the limit that blocked it.

3. 3

   Check the symbol

   The instrument must exist at your broker under that exact name. Unknown symbol is the most common rejection.

4. 4

   Check the computed lot size

   Zero, below the broker minimum, or above your max lot cap all result in a rejection.

5. 5

   Check the account link

   The source must be linked to the account you are watching. An unlinked account never receives anything.

Telegram signals not arriving

1. 1

   Confirm the bot is still an admin

   Open the channel's administrator list. Channel owners remove bots more often than you would think.

2. 2

   Confirm the source is active

   Open the channel under Channels — the Active toggle must be on.

3. 3

   Empty the keyword filters

   A require-list that no message matches is the classic cause of a channel going quiet. Clear it and re-test.

4. 4

   Re-verify

   Run /verify again with a fresh token from Channels → Add Telegram Source.

5. 5

   Look at the raw log

   If messages appear there but produce no signal, it is a parsing problem, not a connection problem — see signal formats.

TradingView webhook not firing

1. 1

   Check TradingView's own alert log

   Alerts → History. If it shows a delivery error, the request never reached PipSync and the problem is the URL.

2. 2

   Re-copy the webhook URL

   Settings → Advanced → TradingView Alerts. Regenerating the token invalidates the old URL immediately — paste the current one.

3. 3

   Validate the JSON

   One missing comma or a smart quote pasted from a document breaks the whole payload.

4. 4

   Check the TradingView plan

   Webhooks require a paid TradingView subscription. Free accounts cannot send them at all.

5. 5

   Read the inbound log

   Settings → Advanced → TradingView Alerts → Recent alerts lists every call that reached PipSync, with the parser error if it was rejected. Empty means TradingView never arrived.

Discord signals not picked up

1. 1

   Confirm the right channels are ticked

   Under Channels — server access is not channel access, each channel is selected explicitly.

2. 2

   Check channel-level permissions

   Channel overrides beat server roles. The PipSync role needs View Channel and Read Message History on that channel.

3. 3

   Re-authorise

   Re-running OAuth refreshes an expired token and any permissions added since.

4. 4

   Check for image-only signals

   Screenshots cannot be parsed. Look at the raw log to see what actually arrived.

Broker connection problems

1. 1

   Re-check the server name

   Character for character, from your terminal. This is the cause more often than everything else combined.

2. 2

   Confirm live vs demo

   A live login on a demo server fails with the same error as a wrong password.

3. 3

   Log in with the platform directly

   If MetaTrader itself cannot connect, the account is disabled or the password needs resetting at the broker.

4. 4

   Check for a second system

   Two platforms trading one login produce trade-context errors and inconsistent state. Give PipSync its own account.

5. 5

   Check whether it is a maintenance window

   Nightly broker maintenance disconnects everything. It reconnects on its own; verify nothing was missed.

Wrong position size

1. 1

   Check whether the signal carried its own lot size

   An explicit size in the message bypasses percentage sizing, capped by your max lot.

2. 2

   Check the symbol mapping

   A micro or suffixed variant has a different contract size, so the same lot number means a different exposure.

3. 3

   Check which account it landed on

   Each account sizes from its own equity — 0.5% of a 100k challenge is not 0.5% of your 5k live account.

4. 4

   Re-read the stop distance

   A very tight stop produces a large position for the same risk budget. That is the formula working, not a bug.

The full calculation is in Position sizing.

Duplicate or missing positions

• Duplicates usually mean the same provider is connected twice, or forwards into two channels you both connected.
• A multi-target signal legitimately opens several positions when the channel is set to split by target.
• Missing positions after a broker disconnect: check the trade log for rejections during the outage window.
• Positions closed "by themselves" are nearly always a stop or target being hit — the trade log records the close reason.

When to contact support

If you have been through the relevant section and it still misbehaves, open a ticket with the raw signal text, the timestamp with your timezone, the account name and what you expected. That combination is usually enough to answer without a second round trip.

How to contact support